Contact Center Industry Consolidation, Disruption, and the Future

Blair Pleasant | UCStrategies Industry Buzz | September 30, 2016

UC-Unified-Communications-Strategies-Logo-red-cropIn this Industry Buzz podcast, the UCStrategies Experts discuss the recent disruption in the Contact Center industry. The Experts welcome guest Chris Vitek of WebRTC Strategies, author of this recent article on No Jitter, Communications-as-a-Feature: How Salesforce Will Replace Your ACD. Topics also include the future of the industry, is the traditional contact center going away, and the Genesys acquisition of Interactive Intelligence.

Blair Pleasant, moderates the conversation, which also includes UCStrategies Experts Phil EdholmMelissa SwartzMichael FinneranDon Van DorenSteve Leaden, and Jon Arnold.

Listen to the podcast here (total run time 52:35).

Refer to the time codes below for each speaker:

  • Blair Pleasant
  • Chris Vitek (2:15)
  • Phil Edholm (12:18)
  • Melissa Swartz (16:21)
  • Chris Vitek (17:45)
  • Michael Finneran (19:00)
  • Don Van Doren (22:09)
  • Steve Leaden (29:17)
  • Jon Arnold (39:10)

UCStrategies is an industry resource for enterprises, vendors, system integrators, and anyone interested in the growing Unified Communications arena. A supplier of objective information on Unified Communications, UCStrategies is supported by an alliance of leading communication industry Advisors, Analysts, and Consultants who have worked in the various segments of Unified Communications since its inception.

UCStrategies Experts represent the Who’s Who of the Unified Communications world, providing key insights and analysis to help you better understand UC technologies, products, and trends. UCStrategies Experts are seasoned professionals and luminaries in their fields, with extensive experience and knowledge in their various areas of expertise.

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