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 Mc Gee Smith

Sheila McGee-Smith

Founder & Principal Analyst

McGee-Smith Analytics

Highfive Joe Manuele2

Joe Manuele

SVP Corporate Development


Fernan Kalaw

Fernan Kalaw

Director of Customer Support



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