3 11:30-12:00 - Bridging the gap: Delivering the customer experience with distributed teams

Thursday, March 31, 2022 11:30 - 12:00

The events of the last year have highlighted the many challenges that can arise from legacy communications infrastructure, whether it’s contact centre agents switching between multiple interfaces, customers struggling to access the correct channel, or the effects of increased demand for omnichannel support.

In order to provide an outstanding customer experience, businesses must ensure that the future workplace tackles these issues head on with next generation communication software. Solutions including communication APIs, cloud contact centres, and embeddable programmable capabilities are vital to ensuring that both staff and customers experience unified, personalised, and intelligent interactions regardless of physical locale.

In this session, Adam Wilson, strategic partner director, Vonage will discuss how providers and channel partners can collaborate to optimise both internal and external communications via a convergence of UCaaS and CCaaS offerings. Adam will also share how the channel can help partners to deliver a seamless customer experience without compromising quality or budget.

Adam Wilson, Strategic Partner Director, Vonage