Contact Center Insight from EC19: The Executive ViewContact Center Insight from EC19: The Executive View

You can find several articles from UC analysts here on No Jitter that summarize the content from last week’s Enterprise Connect conference and exhibition. In “ Wow! Reflections on Enterprise Connect 2019 ,” Marty Parker described his 10 themes for the week. My favorite was number three, “Contact centers were a big, big deal at EC19.” In “ 6 Trends Recapping Enterprise Connect 2019 ,” Zeus Kerravala similarly had a contact center-focused number three, “Contact Center Wars Heat Up.” Brent Kelly thoroughly reviewed the artificial intelligence (AI) content, much of it related to the customer experience use case, in his contribution, “ AI at EC19: Sharing Tips & Tricks from the Experts .” Instead of taking a 1,000-foot view of the conference, here I’m going to focus on the mainstage panel, “ Why Customer Engagement Is Leading the Enterprise Communications Conversation ,” I co-moderated with Beth Schultz, Enterprise Connect program co-chair and No Jitter editor. For 40 minutes, executives from six leading contact center solution providers responded to our questions, as well as reacted to comments made by one another. It was a lively conversation that, for me, seemed to end almost before it began. Both at the time and in a recent viewing of the available video, I was struck by how each of the executives offered comments worthy of reflection.