The new decade is off to a roaring start, as an increasing number of contact centers shake off their on-premises legacies and move to the cloud. But the decision to give up the burden of self-managing infrastructure is not the only choice to make. More and more WFM professionals find themselves in the middle of a new choice: should their company consider an all-in-one Contact Center as a Service (CCaaS) that has WFM included, or should they follow the traditional best of breed path? What are the pros and cons of each option? Or can you have the benefits of both best of breed AND all-in-one? Join Sheila McGee-Smith as she helps us discuss the alternatives as we talk about the future of WFM and the choices that will dominate the new decade.
Workforce engagement professionals attending this webinar will learn:
- The scenarios where CCaaS and “standalone” each work best
- How artificial intelligence is already delivering innovation in the contact center
- Real-world customer examples
Presenters:
- Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC
- Kristyn Emenecker, Senior Vice President, Product Strategy Group, Verint Systems, Inc.