How Integrating UC and CC Creates Better Customer Journeys

When the contact center is isolated from the rest of your business, you are held back from providing the best CX possible. A contact center that is aligned with the business has better access to resources and can better solve problems, which will increase First Call Resolution (FCR) and lower Average Handle Time (AHT). In turn, this will result in higher customer satisfaction. Ensuring that the contact center and the business are appropriately aligned is vital to a positive customer journey.

Available:
On Demand
Duration:
1h 00min

Join Blair Pleasant, President and Principal Analyst at COMMfusion LLC, and Andy Dignan, SVP of Global Partners and Services at Five9, as they explore how integrating CC and UC can help break down the walls between the contact center and the business to create seamless customer experiences.

Tune into this webinar to learn:

  • The importance of providing a frictionless integration between the contact center and UC platforms
  • How a seamless UC integration can improve customer experiences
  • Why enterprises must adopt a contact center and UC integration

Featured Speakers

  • Blair Pleasant
    Blair Pleasant
    President & Principal Analyst
    COMMfusion LLC

    Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies. She provides consulting and market analysis on business communication markets, applications, and technologies including Unified Communications and Collaboration, contact center, and social media, aimed at helping end-user and vendor clients both strategically and tactically. Prior to COMMfusion, Blair was Director of Communications Analysis for The PELORUS Group, a market research and consulting firm, and President of Lower Falls Consulting. With over 20 years experience, Blair provides insights for companies of all sizes. She has authored many highly acclaimed multi-client market studies and white papers, as well as custom research reports, and provides market research analysis and consulting services to both end user and vendor clients.

  • Andy Dignan
    Andy Dignan
    SVP of Global Partners and Services
    Five9

    Andrew Dignan, Five9 SVP of Global Services, Channels, and International Sales has spent the majority of his career in the Unified Communications & Collaboration, Video and Contact Center space. From consulting, to implementing, to designing, and selling solutions, his strength lies in his ability to bridge the gap between the technical and business level conversations. Whether it’s meeting with a CIO or whiteboarding with an IT Manager, Andrew is skilled at developing technical solutions that solve business problems. He has a deep understanding of the Collaboration market, and is considered an industry expert. His responsibility, leading Cloud Collaboration Sales & GTM Globally for Cisco, is to accelerate the existing 1.5B Cloud business, consisting of Cisco Webex, Customer Journey Platform, CCA SP, HCS, and Spark, while preparing Cisco and our partners for the future multi-billion dollar Cloud Collaboration opportunity. He is also a dynamic speaker who presents at industry and customer events.

  • 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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