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Case Studies: Keeping Major Contact Center Projects on Track

Robert Wiles  (IT Manager, Nelnet)

Elizabeth English  (Founder and Principal, EE and Associates)

Luis Fajardo  (Chief Information Officer , Life Extension)

Eric Brosius  (Vice President for Technology Services, Sun River Health)

Location: Sun A

Date: Monday, March 25

Time: 9:00 am - 9:45 am

Pass Type: 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session: End-User Led

Track: CX/Contact Center

Vault Recording: TBD

If you have a CCaaS migration or other major contact center project on the horizon - or under way - you need to attend this session, where you'll hear a panel of your peers talk about the biggest obstacles they faced and how they overcame those challenges. From stakeholder management to integration challenges to meeting a looming deadline, the panelists will describe the battles they fought, the solutions they came up with, lessons learned, and plans for the future. Join this group of contact center technologists and gain the insights you need for your own projects.


  • The main stakeholders in a major contact center project, and what are the challenges in partnering with these organizations?
  • Integration challenges you could face, and how to manage third-party integrators
  • How to ensure you meet key delivery milestones, and make sure you can deliver a minimum viable product on schedule