Laying the Foundation for AI in the Contact Center

Artificial intelligence (AI) will provide many of your contact center’s most important competitive advantages—and you need to start laying the groundwork now in order to deploy AI effectively. This webinar will offer critical advice on the two prerequisites for practical AI in the contact center: Moving to the cloud and integrating your CRM with your contact center.

Sheila McGee Smith, leading contact center industry analyst, and Scott Kolman, VP of Product Marketing at Five9, will discuss ways you can start planning your transition to the cloud and leverage the opportunities that AI presents. 

On Demand
0h 45min

In this webinar you will learn:

  • How moving your contact center platform to the cloud opens up new AI-driven features and functions.
  • Why CRM-contact center integration is critical to leveraging AI’s potential.
  • What AI-driven functionality is available in the near term, and what benefits it provides.

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    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.

  • Scott Kolman
    Scott Kolman
    Vice President of Product Marketing

    Scott Kolman is the Vice President of Product Marketing at Five9 with responsibility for the overall positioning and promotion of the Five9 product portfolio. Scott has an extensive background in technology marketing and is a recognized professional with expertise in the contact center, cloud and customer experience industry.

  • 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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