Innovate Your Contact Center with Your EXISTING Platform

Contact center vendors are focusing innovation on their CCaaS offerings, but many enterprises—especially the largest—still rely on highly-customized premises-based deployments that will migrate to the cloud only gradually and over a long period of time. If you have a premises-based contact center and aren’t in a position to forklift-upgrade to cloud, you still need to keep up with CCaaS-led feature/function innovations. In this webinar, the industry’s leading contact center analyst will provide a perspective on the pace of large enterprises’ migration to the cloud, and what features/functions are most critical for innovation. She’ll be joined by subject matter experts who will describe how you can bring the latest and most important features over-the-top of your premises system for “innovation without upgrade.”

On Demand
1h 00min

You will learn:

  • The leading innovations driving the contact center market
  • How you can drive innovation with your existing contact center solution for years to come
  • How to enable WFH agents simply and securely
  • How to add click-to-call, virtual agents, conversational IVRs, agent assistants, and other great features

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    President & Principal Analyst
    McGee-Smith Analytics

    Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

  • Sharone Ben-Levi
    Sharone Ben-Levi
    Vice President of Business Development

    Sharone Ben-Levi is Vice President of Business Development at AudioCodes responsible for the company’s global Contact Center practice. He brings over 28 years of experience in the telecommunication industry. Through engineering, sales, marketing, and business development roles Mr. Ben-Levi had the opportunity to help vendors, service providers, partners and enterprises, solve problems and innovate for growth. His various roles at AudioCodes and NICE Systems prior, allowed him to work directly with the largest contact centers in the world and the industry’s ecosystem, that support them. His priority has been to listen first, learn and share the accumulated knowledge to drive results with a customer-first approach in mind.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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