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Webinar Bytes

2021 Contact Center Buyers Guide Webinar

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

The technology landscape continues to evolve — even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging — but not impossible.

Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond.

Watch the full webinar by clicking this link.

Meet the Speakers

Sheila headshot

Sheila McGee Smith
Founder and Principal Analyst
McGee Smith Analytics

Janelle

Janelle Dieken
Senior Vice President of Content Marketing
Genesys

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As we moved into 2020, the predictions then were an

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increased need for digital engagement and ways that we could

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integrate digital engagement with live agents because just more and

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more were looking for those digital channels. Virtual bots, virtual

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agents, whatever we call them, intelligent virtual assistants, other types

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of artificial intelligence and machine learning, we’re primarily in the

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investigation and early adopter phase. So there’s some people trying

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it for small use cases, but it’s still very early

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stages. The move to the cloud was increasingly being considered

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to be inevitable, but for a lot of companies it

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was still allowing for a one to three- year planning

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cycle, there was no immediacy around it. If you think

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about it, just a year ago UCaaS as a service and Contact

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Center as a service were generally considered to be separate

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decisions. Sometimes those were being made together, but more often

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than not those were separate decisions. When companies thought about

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APIs and platform features for their contact centers, those were

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considered possibilities that might become relevant in the future and

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were worthy of investigation, but it wasn’t a, ” Oh my

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gosh, what does my vendor have there?” Kind of a

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thing yet. As we then flash forward to 2021, and

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not to that but to 2021, what happened? What happened

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during 2020 is that the things that we were worried

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about, the things we were thinking about, didn’t change as

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much as the immediacy changed. It was the timing, the

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urgency, that changed. So the same things are in the

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word cloud, but suddenly there’s an increased need for digital

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engagement methods that are unified with voice agent capabilities, because

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of everyone, every business having to move to eCommerce, because

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of shelter- in- place orders sent agents home, kept people

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home and as we’re seeing now in 2021, continues to

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cycle as geographic areas, as municipalities and countries come in

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and out of lockdown states.

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