Accelerating Actionable AI in the Contact Center

Many enterprises were moving slowly to adopt AI for their contact centers, but the current environment is driving accelerated rollouts, to deal with urgent new demands. And organizations are finding they can implement AI and see measurable benefits much more quickly than they thought, with some implementations going live in as little as 15 days.

In this webinar, the industry’s leading contact center analyst will discuss AI in the contact center with leaders from Genesys and Google Cloud. The speakers will share case studies and describe how enterprises are realizing the benefits of AI, with specific reference to improvements in customer satisfaction, call deflection rates, and other key metrics. They’ll also describe how AI-driven analytics can help contact centers better understand their customers’ journeys and plan accordingly. Finally, they’ll discuss ways in which the current disruptions may drive longer-term trends.

On Demand
1h 00min

You will learn:

  • What near-term challenges your contact center may be able to address with AI
  • How to make sure your short-term AI implementation meets your goals
  • How private and public sector contact centers addressed recent disruptions by implementing AI quickly and effectively

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.

  • Elcenora Martinez
    Elcenora Martinez
    Global Vice President of Product Management

    Elcenora Martinez serves as Global Vice President of Product Management for the Genesys AI team, comprised of several commercial offerings including Predictive Engagement, Predictive Routing, DialogEngine and Agent Assist. In her role, she is charged with building and delivering a customer experience platform that customers can use for pro-active and personalized services to their end users. An analytics and technology executive, Elcenora was most recently with IBM where she held various Product Management leadership roles across Smart Data Discovery, Social Media Analytics and Data & AI. Prior to that, Elcenora spent 15 years in the Hospitality Industry where she led an Information Management platform for Host Hotels & Resorts. Elcenora is originally from Honduras and holds a bachelor's degree in finance from The College of William & Mary in Virginia.

  • Rajen Sheth
    Rajen Sheth
    Vice President
    Google Cloud AI and Industry Solutions

    Rajen Sheth leads the Google Cloud AI and Industry Solutions product team. He focuses on building products that enable enterprises to transform themselves through AI, and building transformative products for Google Cloud’s key industries: healthcare, retail, financial services, media/entertainment, and manufacturing. Previously, Rajen led the development of Android and Chrome for business and education, including the Android for Work products, the Chromebooks for Education product line, and Chromebooks and Chrome browser for work. Rajen also helped create and lead product development for Google Apps for Work and Education (now known as GSuite), a full suite of communication and collaboration products for businesses which is now used by over 5 million businesses. He brings more than 20 years of experience delivering innovative products to businesses and consumers. Rajen joined Google from VMware (a subsidiary of EMC), where he managed the award-winning line of ESX Server datacenter virtualization software. He helped drive the rapid growth of the VMware platform and led the integration of the VMware and EMC product lines. Previously, Rajen was a lead engineer at Zaplet, a Kleiner Perkins start-up, creating an e-mail based collaboration platform. He also held program management positions at Microsoft within the Windows and Hotmail groups. Rajen graduated from Stanford University with a bachelor's degree in electrical engineering and a master's degree in computer science.

  • 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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