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Contact Center as a Service: A View from the Trenches

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Contact Center as a Service: A View from the Trenches

You've considered moving your contact center to the cloud but what's the real day-to-day impact on agents, supervisors and contact center managers? 

Industry analyst Sheila McGee-Smith will lead a discussion on the insights and discoveries gleaned from companies that moved from legacy on-premises systems to Contact Center as a Service (CCaaS) solutions. Hear from an experienced contact center manager who has made the transition and get a view from the trenches. 

Learn what really happens when you transition from on-premises to the cloud:

  • What is the real-world impact on agents, supervisors and contact center managers?
  • Is there a difference in voice quality?
  • What can you expect when managing a geographically-distributed contact center operation?
  • Which approach is better when planning to add new, customer-driven functionality?

Speakers:

  • Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC
  • Kara Allen, Sr. Manager of Global Workforce Management & Optimization, 8x8, Inc.
  • Tim Richter, Director, Cloud Contact Center Product Marketing, 8x8, Inc.

Date: Wednesday, September 20, 2017  Time: 2 pm EDT / 11 am PDT

  • Keywords:
  • Ccaas
  • contact center
  • Ucaas