Reimagining contact centers through the power of people and technology.
Andy Watson is the Director of Product Marketing for RingCentral's CX portfolio. Prior to joining RingCentral, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.
Agenda Day 1
12:30 PM Outcome First Agentic AI: A Blueprint for AI and Human Agents
Most agentic AI projects stall before they reach a customer, and the ones that launch often can't prove they work. The top cause is integration complexity. When AI tools sit in silos, teams collect plenty of insight and take little action. This session lays out a blueprint for agentic transformation that starts with one question: did the customer's problem get solved?
Key takeaways:
● Why voice still leads as the channel for customer interactions
● Where along the customer journey AI can improve outcomes
● How those outcomes feed back to improve both AI and human agent performance
