MONDAY, MARCH 18
Enterprise communications is no longer a silo, and that means that old ways of building a strategic vision and plan need to change. The pace of technology change is also speeding up. Now is the time to start building your plans for keeping up with and even leveraging the strategic transformation that’s coming in the next 3 years. You need to be ready for the evolution of today’s communications/collaboration systems, and their potential integration with technologies such as artificial intelligence (AI), advanced analytics, 5G cellular, Internet of Things, voice recognition/speech synthesis, bots, and more.
The sessions in this conference-within-a-conference reflect the key technology streams that Enterprise Connect covers: Core Communications/Collaboration; Cloud Communications; Video; Contact Center; and Mobility. Forward-looking experts and industry watchers will head up these sessions, delving into the emerging technologies that promise to shape the next wave of strategic decisions that leading enterprises will have to make in 2022.
The purpose of this conference-within-a-conference is to deliver the information that enterprise decision-makers need to understand today about the technology elements that will likely be commercially available and enterprise-ready by 2022. This day is not about painting futuristic, pie-in-the-sky scenarios that may happen “someday.” Instead, sessions will comprise carefully considered discussions that provide a realistic look at the technologies likely to drive enterprise communications decision-making in 2022.
Communications & Collaboration Platforms 2022: Is the Transition Underway?
Enterprises are beginning to seek new platforms for productivity, a theme that has accelerated through 2018 and will gather momentum at least through 2022. This re-platforming will not be a flash-cut: PBX lifecycles are being extended, and vendors are offering hybrid interoperability with new team collaboration platforms. However enterprises are taking steps to begin the migration from the legacy PBX to the new collaboration platforms, which offer new opportunities for integration with other apps and services, to bolster both personal and team productivity.
Given these trends, what will collaboration and communication solutions look like in 2022 and why? In this session, a leading industry analyst will discuss how much of a future your current platform has, and what platform will replace it (if any). You’ll come away better equipped to plan your strategic migration away from the legacy systems of the past, with a realistic idea of where you are likely to end up in three years—and beyond.
- Will your platform be 100% cloud-based in three years? What if any role will legacy PBXs still play?
- How will AI be used to augment your platform?
- How will you be weighing best-of-breed/suite vs. single-vendor considerations?
- What role will mobility play in your platform in three years?
- How will synchronous and asynchronous collaboration tools be deployed in comparison to the past? Will they be part of a single strategy?
- Will your strategic platform in 2022 include both B2B (internal) and B2C (external) communications? What evidence do we have that this convergence is already underway, and why is it important?
Contact Centers 2022: Automation vs. AI-Assisted Humans: Where to Draw the Line
Three decades of technology investments haven’t changed the fundamental nature of customer service. It has remained labor intensive and highly dependent on people. But now the latest developments in Artificial Intelligence (AI), chatbots, and robotic automation look promising to organizations under the pressure of reducing costs. They are also appealing as a way to improve the Customer Experience (CX) and handle increasing volumes of customer inquiries on digital channels.
This panel will explore how AI and automation will change human-assisted service in the next three years—whether that impact will be more to replace agent workload and reduce the number of agents needed; or merely supplement agent activity to provide better customer experience, while incrementally improving agent metrics.
- What new customer self-service scenarios will become possible in the next 3 years?
- How will the new technologies impact the Customer Experience?
- How can AI and automation drive the adoption and usage of digital channels such as Facebook Messenger or Apple Business Chat?
- How is the role of customer service representatives likely to change as AI/automation grow in adoption?