Why an Integrated Contact Center is Critical for Customer Experience

Talk about improving your customer experience is meaningless if you don’t have appropriately integrated systems and applications to deliver that experience. Your agents need Contact Center, CRM, WFO, and UC/collaboration integrated in order to deliver world-class customer service. In this webinar, Sheila McGee Smith and Five9 will help you identify which integrated systems have the most impact on agent performance, and how to make sure your solution is as efficient and effective as possible to support amazing customer experiences.


On Demand
1h 00min

You will learn:

  • The challenges and opportunities of integrating CRM, UC&C, and WFO with your contact center
  • How the level of integration in your contact center directly affects the level of customer service you can provide
  • How to plan your migration as all of these systems move to the cloud    

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.

  • Darryl Addington
    Darryl Addington
    Director of Product Marketing

    Darryl is the Director of Product Marketing at Five9. Darryl has more than 22 years of experience in the contact center. Prior to Five9, Darryl worked at 8x8, Genesys, Intervoice, and Edify, in various roles including Solution Marketing, Product Marketing, Product Management, and Solution Engineering. Darryl specializes in vertical marketing, integrating data intelligently into service and sales environments, and learning about and solving the challenges enterprises face when building a differentiated customer experience.

  • 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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