Customer is at the Core of Digital Transformation

In 2016, Charter Communications merged with Time Warner Cable and Bright House Networks, creating the second-largest cable operator in the U.S. This session highlights Charter’s transformational journey to become a top digital company by empowering the voice of...

Why Now Is the Time to Move Your Contact Center to the Cloud

Dan Burkland, President of Five9, explains why moving your enterprise contact center to the cloud is crucial for creating extraordinary customer experiences and why you should be making that move today. Presented By: Dan Burkland, President...

Build a Culture of Compliance with Your Agents at the Center

Your agents are the first line of compliance in your service organization, using disclaimers and disclosures to ensure your customers have the knowledge to make informed decisions. However, when that line falls, the fines can start. Join this session to learn how...

Contact Center 2019 – Through the Generations and into the Future

The contact center industry is poised to undergo changes unprecedented in its 40-year history. Driving these extraordinary changes will be the customer service expectations and preferences of the new generations of consumers; specifically, the Millennial generation...

The Human Future of Machine Intelligence

To be intelligent, virtual assistants need human input at various junctures of the learning process even as machine learning increasingly automates interactions and generates insights. In this presentation, we’ll discuss why the future of Intelligent Virtual...

IVR in the Age of AI

While everyone in the industry is talking about AI and digital channels, a whole lot of your customers keep talking to your IVR and call volumes keep rising. How does the voice channel factor into your digital transformation? Join us in this session to find out how...

IVAs & Chatbots: Where’s the AI?

With all the hype about Artificial Intelligence, it’s tempting to assume that all virtual assistants and chatbots are stuffed with AI magic. But have you ever asked the hard questions? In this session, you’ll learn the difference in intelligence and...

The New Metrics that Matter for Intelligent Assistants

As thousands of enterprises “hire” and manage an army of automated Intelligent Assistants and bots, old-guard measurements like capture rates and average handle times have lost all meaning. Emerging measures like speed to value, customer retention rates, and task...

3 Ways to Automate Recording Compliance

Complying with many regulations relies on your communications and recording infrastructure operating reliably and in accordance with your policies. Give this, what if something stopped working behind the scenes? What if organizational changes result in you failing to...

The Road to Speech Analytics Success

Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

Tuesday, 10:30 AM

Dallas B