Have an account?

  •   Personalized content
  •   Your products and support

Need an account?

Create an account

AI-E: Accelerate, Innovate – Elevate Customer Service

A Cisco Canada Contact Centre Event

 

Toronto

88 Queen’s Quay West
29th Floor
Toronto, ON
M5J 0B8

April 26th, 2019
8:00 am – 2:30 PM EST


Register Now

Ottawa

340 Albert Street
17th Floor
Ottawa, ON
K1R 7Y6

April 26th, 2019
8:00 – 11:45 am EST


Register Now

Montreal

1800 Avenue McGill College
7th Floor
Montreal, QC
H3A 3J6

April 26th, 2019
8:00 – 11:45 am EST

 

Register Now

 

“Information is the oil of the 21st century, and analytics is the combustion engine.”

Peter Sondergaard


The roar of Artificial Intelligence, machine learning and analytics in customer service has become deafening. Automation and agent assistance using AI aligns with the increasingly high expectations of customers. Always-on access is a core experience of the mobile consumer, who instinctively wants to self-serve on their own terms. Frictionless, connected customer journeys from Bots to empowered agents leverage real-time cognitive tools delivering a differentiated level of customer experience and significant cost savings benefits.

That all sounds great but where do you begin?  How do you establish a firm foundation upon which you can evolve your AI customer service strategy?

Please join Cisco and an outstanding team of contact centre industry experts on April 26th as we explore how to leverage AI and analytics to accelerate, innovate and elevate customer service.

 

We look forward to seeing you!

8:00 – 9:00 am
Check-In and Breakfast
9:00 – 9:10 am

Opening Remarks
Keith de Abreu, General Manager, Collaboration Solutions

Cisco Canada
9:10 – 10:00 am

Transforming Customer Experience
Adam Champy, Senior Product Manager, Interactive AI for Google Cloud

Google
10:00 – 10:45 am

Cognitive and Collaborative Customer Journeys – Shaping the Future of Customer Experience
Chris Featherstone, Director, Product Management, Customer Journey Solutions

Cisco
10:45 – 11:00 am
Break
11:00 – 11:45 am

What is Success in the Customer Experience Era?
Zachary Taylor, Director, Global Contact Centre Go to Market

Cisco
11:45 am – 12:30 pm
Networking Lunch
(Toronto only)
12:30 – 1:15 pm

Breakout Session #1
(Toronto only)
Cisco Cognitive Customer Journeys
Frank Kicenko, Technical Marketing Engineer
Cisco

AI, Bots and Analytics for Smarter Customer Engagements
Rob McDougal, CEO
Upstream Works Software

The Modern Approach to IVR Customer Self-Service Powered by AI
Paul Tepper, Principal Product Manager AI and Machine Learning
Nuance

1:15 – 1:30 pm
Break
(Toronto only)
1:30 – 2:15 pm

Breakout Session #2
(Toronto only)
Driving Agent Productivity
Celeste Grade, Strategic Partner Manager
Google

From Infinite Data to Informed Operations
Jonathan (JD) Horton, Sales Engineer
Teliopti

Using AI and ML for A Proactive, Contextual, Emotional Approach to a Seamless Customer Experience
Ashish Koul, CEO
Acqueon

2:15 – 2:30 pm

Closing Remarks
(Toronto only)

Keith De Abreu, General Manager, Collaboration Solutions
Cisco Canada

Sangeeta Bhatnagar, GTACC Chair
 
 

Toronto

88 Queen’s Quay West
29th Floor
Toronto, ON
M5J 0B8

April 26th, 2019
8:00 am – 2:30 PM EST


Register Now

Ottawa

340 Albert Street
17th Floor
Ottawa, ON
K1R 7Y6

April 26th, 2019
8:00 – 11:45 am EST


Register Now

Montreal

1800 Avenue McGill College
7th Floor
Montreal, QC
H3A 3J6

April 26th, 2019
8:00 – 11:45 am EST

 

Register Now

 

 

 

Event in Participation with GTACC