Beyond Bots: How AI Is Driving Agent Productivity and Service Quality

The pandemic has driven unprecedented contact center traffic levels, and has fundamentally changed business to the point that volumes will likely never return to pre-COVID levels. To handle the greater burden without adding more agents, your contact center will have to get smarter about driving customer self-service and agent productivity—and that means AI. In this webinar, the contact center industry’s leading analyst will discuss the AI-driven features and functions that generate the greatest productivity gains. She’ll be joined by a representative from a CCaS provider that’s leading the way in deploying AI capabilities for the contact center.

On Demand
1h 00min

You will learn:

  • What chatbots can—and can’t—accomplish when it comes to diverting calls to self-service
  • How AI-based tools can assist agents in resolving calls more efficiently
  • How AI-driven conversational analysis and other capabilities provide for post-call training and mentoring that makes your agents more effective

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.

  • Noam Fine
    Noam Fine
    Senior Director, Application Engineering

    Noam Fine joined Vonage as Senior Director, Application Engineering and heads Vonage AI following the acquisition of, a voice Artificial Intelligence platform in which he was the co-founder and CEO. Prior to, Noam was the CEO and co-founder of Sensiya – a contextual awareness platform (acquired by iam+), Widdit, a leading provider of engagement and monetization solutions and Predictad – Predictive search algorithms. Noam has a BSc in Industrial Engineering from Tel-Aviv University.

  • Jonathan Kershaw
    Jonathan Kershaw
    Director, Product Management

    Jonathan Kershaw joined Vonage in 2017 as Director of Product Management, where he oversees support of the Company’s product portfolio through messaging, collateral and education of the sales and implementation teams. In his role, Kershaw is focused on software delivery and value methodology from integrations with Salesforce, and other leading CRMs, which enable richer insights into customer behaviour and empowers companies to build better relationships with their customers. With a proven track record of delivering value driven solutions through deep understanding of business and technical requirements, Kershaw has more than 25 years of experience as a product and presales specialist. Prior to joining Vonage, Kershaw held leadership positions with Rant & Rave (now Upland) and eGain Communications. Kershaw has a Mathematics Degree from the University of St. Andrews and holds a patent for text categorization and sentiment analysis.

  • 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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