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TC2’s Takeaways from the 2024 Enterprise Connect Conference

This year, several LB3 and TC2 colleagues attended the annual Enterprise Connect conference – a massive event focused on communications, collaboration and CX for enterprise customers.  Enterprise Connect provides a venue for customers, service providers, and subject matter experts to explore new service offerings and network with others in the ICT space.

In this 8-minute podcast, TC2’s Theresa Knutson, Julie Gardner, and Frank Zagrodnik joined Sara Crifasi to discuss their conference takeaways, including exploring incorporation of AI into UCaaS and CCaaS offerings and attending sessions focused on supporting legacy services while undertaking transformational technologies.

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TC2’s Takeaways from the 2024 Enterprise Connect Conference

In this episode of Staying Connected, Julie Gardner, Theresa Knutson, and Frank Zagrodnik from TC2 joined Sara Crifasi from LB3 to share their experiences at this year’s Enterprise Connect conference in Orlando, which focused on communication, collaboration, and customer experience for enterprise customers.

The conference’s prevailing theme was AI and its potential to enhance customer and employee experience, with new AI-powered products being showcased by major Unified Communication as a Service (UCaaS) and Contact Center as a Service (CCaaS) providers.

Discussions included the evolution of AI products, such as bots transitioning from agent-only to agent and customer-facing, and considerations for deploying bots in different industries.  An AI summit hosted by Enterprise Connect was announced for later in the year.

Panel discussions at the conference emphasized focusing on business outcomes when considering AI technologies, advising clients to experiment with features like transcription and summarization4.

Theresa highlighted the importance of managing legacy services while transitioning to new technologies and competitively sourcing these services.

Julie led a session on structuring a successful RFP for CCaaS services, emphasizing the need for clear project planning and communication.

Frank shared key takeaways from vendor demonstrations, noting the impact of summarization and note-taking features on productivity and the importance of reviewing outputs for accuracy.