Today’s consumer is more digitally connected than ever before, changing the overall consumption model across all industries, likely forever. This is transforming how businesses operate their contact centers. Businesses today need to empower agents in the contact center with the tools to deliver a personalized experience for today’s customer, across the channels they prefer - from anywhere in the world.

More and more, consumers are moving to alternative methods - video, messaging, chat and more - to meet their needs in the retail, healthcare, and financial services space (to name just a few). The events of the last year have not only driven increased volumes in the contact center but the changing consumption model, as well as emerging technologies such as AI, has increased customer expectations, as well.

In this session, VP of Product Marketing Brian Gilman and Principal Analyst, CCW Digital Director Brian Cantor will discuss how requirements for contact center operations have changed and how this is impacting business models for customer engagement within specific industries and vertical markets.