Webinar
UCaaS & CCaaS: Brought Together with the Magic of AI
We were thrilled to participate in the 2021 Enterprise Connect Virtual Conference and you can watch our session on-demand now!
Analyst Sheila McGee-Smith joined us in a discussion with Dialpad's Senior VP of Corporate and Business Development Joe Manuele and InfoTrack's* Director of Customer Support Fernan Kalaw.
The panelists discuss their experience with UCaas & CCaaS, examining how artificial intelligence is now transforming the way employees, contact center agents and operations leaders are successfully working seamlessly in a hybrid work environment.
Skip to the topic of your choice:
- 3:40: How did the 2020 pandemic push InfoTrack to cloud migration?
- 5:40 Dialpad & Salesforce Integration
- 7:22 Dialpad’s Highfive Acquisition
- 10:26 Why was a unified UCaas & CCaaS important for InfoTrack?
- 13:11 How is Dialpad helping companies with agent training?
- 19:37 CCaaS is now available and affordable for contact centers of all sizes
- 22:00 Are AI Bots the answer?
- 26:43 How does your company embrace automation?
- 29:26 Does Dialpad work with partners when it comes to bot implementation
- 33:01 Dialpad’s roadmap
- 34:35 Predictions for video adoption in the contact center
*InfoTrack was formerly known as One Legal.

Sheila McGee-Smith
Founder & Principal Analyst
McGee-Smith Analytics

Joe Manuele
SVP Corporate Development
Dialpad

Fernan Kalaw
Director of Customer Support
InfoTrack