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UC Plus CC: Making the Integration--And Realizing Its Benefits

Blair Pleasant  (President & Principal Analyst, COMMfusion)

Lauren Brockman  (General Manager - Unified Communications, Bandwidth)

Danita Belcher  (VP Worldwide Contact Center Sales, RingCentral)

Amey Parandekar  (VP, Product Management, Webex by Cisco)

Carlos Aragon  (Sr. Director, Product Marketing, Applications, Vonage)

Location: Osceola B

Date: Wednesday, March 27

Time: 3:00 pm - 3:45 pm

Pass Type: 3-Day Conference Pass, 4-Day Conference Pass - Get your pass now!

Session Type: Breakout Session

Track: Collaboration Platforms & UC

Vault Recording: TBD

The idea of integrating UC and Contact Center platforms has gained wide interest - but what's happening on the ground, and where could things go next? In this session you'll learn about specific use cases, benefits, and challenges of deploying integrated UC and CC capabilities, and you'll gain an understanding of how to prepare users to get the most out of the solutions. You'll learn about potential business benefits to both customer-facing and internal deployment scenarios, and come away with a clear idea of whether such an integration makes sense for your enterprise.

  • What benefits are early adopters seeing when they integrate UC and CC?
  • What is the right technology approach to integrating UC and CC? Do you have to use a single vendor’s platform, or can a multi-vendor approach still deliver the benefits of integration?
  • Is there an ROI case for integrating UC and CC?
  • What organizational and business process changes must accompany a UC + CC integration in order for it to succeed?