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DTSTART;TZID=America/New_York:20260422T190000
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DESCRIPTION:Customer interaction platforms are undergoing one of the most s
 ignificant technological transformations in enterprise computing. What beg
 an as simple telephone-based call centers has evolved into sophisticated\,
  cloud-native contact center platforms that integrate voice\, messaging\, 
 artificial intelligence\, and real-time analytics.\n\nThis session provide
 s an accessible introduction to modern contact center systems while explor
 ing how emerging technologies are redefining customer experience operation
 s. Participants will learn how traditional components such as Automatic Ca
 ll Distributors (ACD)\, Interactive Voice Response (IVR)\, and workforce m
 anagement systems formed the foundation of the industry\, and how these ca
 pabilities are now being re-architected in cloud-based Contact Center-as-a
 -Service (CCaaS) platforms.\n\nThe presentation will examine the perspecti
 ves of three critical stakeholders—customers\, agents\, and supervisors
 —and how modern systems are designed to optimize each experience through
  omnichannel engagement\, intelligent routing\, and data-driven insights. 
 The session will also highlight how advances in generative AI\, real-time 
 analytics\, and automation are enabling enterprises to move from reactive 
 support models toward proactive and personalized service delivery.\n\nAtte
 ndees will leave with a clear understanding of how contact centers operate
 \, the technologies that power them\, and the emerging trends shaping the 
 next generation of AI-driven customer experience platforms.\n\nSpeaker(s):
  Vikas\n\nVirtual: https://events.vtools.ieee.org/m/545986
LOCATION:Virtual: https://events.vtools.ieee.org/m/545986
ORGANIZER:saurabhsarathe@computer.org
SEQUENCE:13
SUMMARY:Contact Center 101: From Telephony to AI-Driven Customer Experience
URL;VALUE=URI:https://events.vtools.ieee.org/m/545986
X-ALT-DESC:Description: <br /><p>Customer interaction platforms are undergo
 ing one of the most significant technological transformations in enterpris
 e computing. What began as simple telephone-based call centers has evolved
  into sophisticated\, cloud-native contact center platforms that integrate
  voice\, messaging\, artificial intelligence\, and real-time analytics.<br
 ><br>This session provides an accessible introduction to modern contact ce
 nter systems while exploring how emerging technologies are redefining cust
 omer experience operations. Participants will learn how traditional compon
 ents such as Automatic Call Distributors (ACD)\, Interactive Voice Respons
 e (IVR)\, and workforce management systems formed the foundation of the in
 dustry\, and how these capabilities are now being re-architected in cloud-
 based Contact Center-as-a-Service (CCaaS) platforms.<br><br>The presentati
 on will examine the perspectives of three critical stakeholders&mdash\;cus
 tomers\, agents\, and supervisors&mdash\;and how modern systems are design
 ed to optimize each experience through omnichannel engagement\, intelligen
 t routing\, and data-driven insights. The session will also highlight how 
 advances in generative AI\, real-time analytics\, and automation are enabl
 ing enterprises to move from reactive support models toward proactive and 
 personalized service delivery.<br><br>Attendees will leave with a clear un
 derstanding of how contact centers operate\, the technologies that power t
 hem\, and the emerging trends shaping the next generation of AI-driven cus
 tomer experience platforms.</p>
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