Tuesday, April 30, 2024 - On Demand
Advances in technology and shifts in consumer behavior have had tangible effects on European contact centers. But even with the rise of social networking as a way to engage with a business, voice remains one of the most important communication channels for consumers, especially when the stakes are high regarding urgent, expensive and confidential engagements. According to a 2023 report by Metrigy, more than 70% of customer interactions with businesses use voice either initially or after a digital interaction. Constructive and efficient conversations can lead to customer confidence and loyalty.
European contact centers are increasingly combining cloud-based services with on-premises solutions in hybrid environments for increased flexibility, scalability, cost-effectiveness, and security. Connecting hybrid worlds means an infrastructure that is protected and where privacy is safeguarded, and integrity is ensured. This is done by deploying certified solutions that are designed and built using cloud native technologies with deep industry expertise and with a security first mindset. And as AI becomes more mainstream, it can bring value by protecting against fraudulent calls, performing emotional analysis, and providing interactive voice communication.
In this webinar, you will learn how to solve the most complex challenges of hybrid communications with cloud native technologies, intelligence, and security to deliver exceptional value.
Speakers:
Diane Myers, Principal Analyst, Metrigy
In her role at Metrigy, Diane Myers develops and manages research projects with a focus on market forecasting and vendor benchmarking.
Diane has 28 years of telecom industry experience and is widely regarded as a top enterprise communications and collaboration analyst. She has extensive expertise in identifying new market opportunities. Working with startups, service providers, vendors, and the investment community, Diane helps clients identify new market opportunities; provides due diligence; and advises on positioning, product development, and business plans.
Most recently Diane was chief analyst for enterprise collaboration at Omdia. She led Omdia’s enterprise collaboration practice with a specialization in enterprise telephony, UC, SBCs, UCaaS, SIP trunking, and the adoption trends of service providers and businesses.
Previously, Diane was with IHS Markit, which she joined in December 2014 during the acquisition of Infonetics Research. IHS Markit was subsequently merged with Informa to form Omdia. Diane has held many senior-level positions at BroadSoft, Stratecast Partners, FORE Systems, In-Stat, NCR, and Eastman Kodak.
Diane received her bachelor’s degree from Michigan State University and her MBA from Thunderbird, School of Global Management. She lives with her family in Akron, Ohio.
Martin Langeveld, Product Marketing Director, Oracle
Martin Langeveld is a Product Marketing Director at Oracle Communications. With a background in enterprise communications for more than 30 years, Martin has a deep knowledge of voice security, unified communication and contact center solutions, as well as experience in migration to cloud communication solutions. Previously, he was active in sales and technical leadership roles at various companies throughout his career.
Offered Free by: Oracle
See All Resources from: Oracle
