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Coffee & Networking

8:30 AM – 9:00 AM

Welcome & Introduction to Data and Analysis Services

9:00 AM – 9:15 AM
Speakers: Tim Banting, Prachi Nema

Session 1: AI and the Future of Work

9:15 AM – 9:45 AM 

Whether it’s "co-pilot" functions within collaboration and productivity apps, Generative AI enhancing internal employee support, or AI in the contact center, few areas of collaboration, employee productivity, and customer engagement will be left untouched by the impact of AI. But how will this actually play out, and how should you position your company to gain maximum advantage from AI in your products? In this session, we will learn about the priorities organizations have set for improving Employee Experience (EX) using AI, based on research conducted by Omdia. We will also discuss where the money is likely to be invested in AI in the near future. Additionally, we will explore the prospects of AI in the longer term.

Among the insights you’ll take away from this session:

  • The current trend of AI in the contact center, and the different models for making money on AI
  • Which AI capabilities are HR and IT leaders looking to invest in?
  • The potential for an "AI in your pocket" that will provide continual improvement to the communications that the user is engaging in
  • Which AI features will be monetizable, and which will not
  • What AI can (and can’t) do to make up for a company arriving late to the UCaaS + CCaaS game
  • What percentage of the workforce do IT and HR leaders feel will be replaced by AI over the next 5 years?
  • What do over 1.5k IT and HR leaders feel are the most important value derivations from any investment in generative AI?
  • What the future of work—the Digital Workplace and the Contact Center—will look like in the AI-dominated future of 5 years from now

Speakers: Mila D’Antonio, Adam Holtby, Brent Kelly, David Myron, Prachi Nema

Session 2: It's a MultiCaaS World: Why UC + CC is Just the Beginning

9:50 AM – 10:35 AM

The synergy between employee and customer experience offers a holistic approach to communication that is crucial in today's dynamic business landscape and for meeting customers' shifting expectations. One key area where businesses can meet these expectations is through the integration of unified communication and contact center tools. By combining these tools, businesses can improve seamless interactions, integrated data insights, and a unified customer and employee experience.

Omdia's recent IT Enterprise Insights survey identified the top three strategic priorities for organizations in 2024, and improving customer and employee experience ranked as the top two strategies. Therefore, understanding the dynamics and trends in these converging markets is essential. In this session, Omdia analysts will share enterprise survey-based insights into the current UC and contact center market and explore the criticality of having integrated data enterprise platforms to enable end-to-end communication for an optimized customer and employee experience.

This session will cover:

  • Competitive dynamics shaping the market
  • Market Trends analysis from Omdia
  • "Voice of the customer" surveys
  • The transformative impact of unified communication and contact center solutions.
  • Perspectives on the future trends in the UC and CC markets

Speakers: Tim Banting, Mila D'Antonio, Brent Kelly, David Myron, Prachi Nema

Session 3: Bringing True Mobility to UC with Business Mobile Convergence

10:40 AM – 11:20 AM

Nearly half of the workforce today is either fully mobile or follows a hybrid workstyle, and enabling employees to work securely in a more mobile and hybrid fashion is a topmost strategic priority. However, many businesses struggle to find cost-effective, productivity-enhancing business mobile solutions. The good news is that a new generation of Business Mobile Convergence (BMC) offerings is emerging, which provides a deeper integration between Unified Communications (UC) platforms and mobile providers. Additionally, many vendors now offer screen sharing and Bring Your Own Meetings via laptops and mobile devices, mobile-enabled proximity joining, desk and room reservation systems, and "companion" features to their UC services.

In this session, we'll introduce BMC and provide data from recent Omdia research revealing growth trends and business appetite for mobile workstyles. We'll also delve into other key considerations, including:

  • The close relationship between mobile-first strategies and employee productivity
  • How BMC different from the fixed-mobile convergence (FMC) of the past
  • How to seize the ecosystem opportunity in BMC and why it requires fresh thinking

Speakers: Adam Holtby, Brent Kelly, Prachi Nema

Open Q&A with the Digital Workplace Team

11:25 AM – 11:55 AM


11:55 AM – 12:00 PM