The Gaylord Palms in Orlando was host to the 2017 edition of Enterprise Connect Conference and Expo. It was an impressive of primarily, technology providers. We were able to walk the Expo Hall giving us access to 100 + vendors and booths.
The Future is Cloudy
The overriding theme of this year’s show was the “cloud”. Cloud computing has always been a major theme at Enterprise Connect. While many saw it as a frugal method of storing and accessing data, it has evolved into much more. With the rise of UCaaS, it’s no longer a pipe dream to have enterprise level services. Also was the ways, in which, cloud providers uses it to improve work and experiences.
Microsoft is a great example of a company that is adapting to the cloud method. Their Microsoft Office Suite used to be only available on media, thus a need to rely on premises-based sales. However, the cloud has allowed Office 365 to use more cloud storage services.
Most of what caught our attention were programs and services utilizing Web RTC in some manner shape or form. There was a lot of conversation regarding the use of multi-modals in support of customer communication.
Executives from Cisco, Twilio, and Amazon Web Services provided keynote speeches. Most intriguing was one given by the CEO of Twilio, Jeff Lawson. Lawson explained that one must not sacrifice the value of quality customer service for technology. “We need to do scale and also do human at the same time, Lawson said, “And agility is key to a great customer experience.”
Another excellent keynote, at Enterprise Connect, was provided by Amazon Web Services. Gene Farrell, VP of enterprise applications at AWS, shared how important innovation is for fueling the speed at which the company grows. He introduced Tom Weiland, VP of Worldwide Customer Service. Weiland announced that Amazon would be providing contact center solutions.
“Amazon strives to be the world’s most customer-centric company”, Weiland said, “and at the heart of that is a contact center system that is simple, reliable, and scales with our needs.”
IVR Technology Group recently reminded everyone of their partnership with Amazon, you can view the press release here.
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