In this session, we consider how to integrate Microsoft Teams with the contact center, discussing:

• Why should contact centers consider integrating Teams into their technology stack?
• The three models for integrating Teams into the contact center (Connect, Extend, and Power)
• How can contact centers determine the right option for them?
• The launch of Microsoft’s own contact center, with embedded Teams capabilities

In this session we discuss the following:

• What is curbing contact centre leaders’ AI ambitions?
• Top barriers to AI maturity
• How do talent gaps affect AI deployment?
• What can companies do to become more AI mature?

It goes without saying that contact center leaders need to create fast, responsive, and frictionless experiences for customers. Second, the ability to switch between channels is also quickly becoming table stakes in today’s world.

In this interview, we’re going next level by discussing what happens when companies fuse customer experience with employee experience for more memorable customer interactions.

In this session, we analyze Omdia’s latest research into the customer engagement platform space, discussing:

• Why customer engagement platforms are so hot right now
• What typically sets market leaders apart?
• Surprising findings within the Omdia report
• The future of customer engagement platforms