Chatbots, Omnichannel and Cloud oh my!

  • 08 Feb 2018
  • 11:00 AM - 1:00 PM
  • Austin Community College Highland Business Center, RM 201, 5930 Middle Fiskville Rd., Austin, TX 78752
  • 7

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  • Guests & General Public

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 Chatbots, Omnichannel and Cloud oh my!

Contact Center “tech talk” may sound like a foreign language to you but understanding these trends and their impact on how you work is an imperative for business minded Contact Center leaders today.

Join us for a deep dive into 3 top trends in the contact center for 2018. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

  1. Cloud is the favorite child today, but is it secure?  Is it the right choice for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, or a hybrid solution).
  2. Chatbots seem synonymous with artificial intelligence (AI) and are certainly sparking the imagination. We will explore the uses of AI in the contact center, both obvious and subtle.
  3. OmniChannel is a term that is frequently tossed about but achieved. From a customer experience perspective, it requires more than offering various contact channel choices. We’ll discuss things to consider and how to leverage this technology to reduce customer effort, improve customer satisfaction and reduce Cost Per Call (CPC) and other metrics.

Don't Miss Lunch and networking @ 11:00AM-11:30AM

Program @   11:30AM-1:00PM

$30 Members / $35 Non-members

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About the Speakers:

Alan Meadows, Solution Executive, Robotic Process Automation (RPA), NICE

Alan obtained his Bachelor’s degree in Political Science from University of California, San Diego (UCSD) in 1995 and began his sales life in the commercial insurance business focusing on Worker’s Compensation and Employers Liability Insurance.  After coming to the realization that living so close to Silicon Valley meant that perhaps he may want to venture into technology, Alan began a career in enterprise software working at Witness Systems in 2006.  After stops at Witness/Verint, Uptivity and most recently Calabrio- Alan rounded out his experience by joining NICE Systems in October, 2017.  While bringing his passion for delivering value, having honest interactions and providing customers very real solutions to complex business challenges, Alan now finds himself as an advocate of Robotic Process Automation- the next frontier of optimization.  Alan is a native and current San Diegan who spent 10 of his years living in the San Francisco Bay Area.  He enjoys spending quality time with his wife, son, daughter and two cats.  Free time is also spent golfing and wondering why the San Diego Chargers would ever realistically think they could make it in Los Angeles.

Dan Stalker, Enterprise Sales Manager, Voice Products

Dan joined Voice Products in August 2017 primarily focusing on small-to-midsize business solutions and the NICE suite of Workforce Optimization Products.  Dan hails from Wichita, Kansas although he’d argue that he’s a Texan, as well, only returning to Wichita in summer 2017 after 18 years in Dallas.  He attended Wichita State University and while in school, gained valuable experience in the contact center environment - specifically in the quality assurance domain.  He enjoys his free time playing golf, spending time with his family (now that he’s back in Wichita) and working on DIY home renovation projects. 

P.O. Box 14300, Austin, TX 78761-43  |  email: info@austincontactcenter.org 

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