November 15, 2019
Date: Dec 11, 2019
Sponsored by CoreDial
Contact centers are essential to building and sustaining a successful business, so it’s no surprise that almost three quarters of small and midsize organizations expect to increase their communication and customer care budgets in 2020. That presents a golden opportunity for managed service providers offering contact center as a service (CCaaS) solutions — especially those MSPs that opt against competing on price in favor of standing out from the crowd via differentiated, cloud-based service offerings that boost margins as well as customer loyalty.
Join J Arnold & Associates Principal Jon Arnold for this in-depth examination of the trends shaping the CCaaS marketplace and the critical role it will play in the new decade ahead. Highlights include:
How CCaaS eases contact center deployment, enables greater scalability and supports a host of new features and capabilities
The most common contact center use cases, and how to address them
How channels are thinking about and planning for CCaaS moving forward
Jon Arnold is principal of J Arnold & Associates, an independent analyst providing thought leadership and go-to-market counsel with a focus on the business-level impact of digital transformation in the workplace. Core areas of expertise include unified communications, cloud communications, collaboration, artificial intelligence, speech technologies, internet of things, future of work, contact centers, customer experience, video, VoIP and social media. In 2019, Arnold was named a “Top 50 Unified Comms Influencer” and a “Top 30 Contact Center Influencer,” and in 2018, he was included in a listing of “Top 10 Telecoms Influencers” and “TOP VoIP Bloggers to Follow.”
Rick McFarland is vice president of contact center solutions for CoreDial. He is responsible for the development and execution of CoreDial’s customer engagement portfolio, including contact center, IVR and SMS solutions. Prior to joining CoreDial, he was founder, CEO and president of Dallas-based Voice4Net, a leading provider of customer interaction and voice communications solutions for businesses, where he was responsible for the strategic direction, growth and management of the company. Before founding Voice4Net, he applied his extensive background in telecommunications and software development to form several enterprise-focused businesses and helped pioneer one of the first IVR banking solutions in the market.
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