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"Partnering with AI to Build the Next Generation Contact Center"

Tuesday, June 13, 2023 at 2pm ET

In a few short months, the emergence of generative AI has forced contact center leadership to reassess people, process and technology strategies. And the disruption is only accelerating.

Join ICMI and Cognigy to examine where AI is already impacting the contact center, find out what’s changed since Chat GPT and other Gen AI solutions exploded onto the market, and to explore the potential benefits and challenges unleashed by this powerful technology.

You’ll gain insight into:
• The state of contact center-focused AI technology and market development
• How AI has impacted the contact center so far and where experts expect generative AI to drive the biggest changes going forward
• What questions you should be asking your tech providers
• What to prepare for as these new capabilities are added into the contact center solutions you are using today or evaluating for the future

SPEAKERS

Alan Ranger, Vice President of Global Marketing
Cognigy

With a career spanning 30 years, Alan has held a variety of sales, marketing, and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223M to $470M. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programs across branding, product marketing, demand generation, events, and social media. Alan is also responsible for leading market expansion in high-growth regions such as the USA, UK, and APAC, and building a global community of Cognigy advocates, including customers, industry experts, partners, and prospects.

David Myron, Principal Analyst, Contact Center Technologies
Omdia

As part of Omdia’s Enterprise IT team, David focuses on contact center infrastructure, workforce optimization, interactive voice response, and speech analytics solutions. He provides insight into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.

David started covering the contact center industry in 2001 as the customer service and support editor at CRM Magazine. Later, he served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and was the founding editor of SmartCustomerService.com. David has won multiple writing awards throughout his career, including a Silver National and a Gold Regional ASBPE award for Original Research. He holds a BA in Communication (with a concentration in Journalism) from Hofstra University.

Tim McElgunn, Principal Analyst
ICMI & HDI

Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

Offered Free by: Cognigy, Inc
See All Resources from: Cognigy, Inc