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For years we’ve heard claims about how AI, omnichannel, and personalization would ‘transform our customer experience’ and improve the bottom line. So why are our collective brand experiences still so fragmented, unintelligent, and robotic? CCaaS 3.0 represents a seismic shift in contact center operations, addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with the changing human interaction landscape. Join this thought-provoking session as Vasili Triant, Chief Business Officer at UJET breaks down the evolution of CCaaS to reveal why ‘cloud-native omnichannel’ has failed to deliver for modern consumers, and how today’s most tech-forward brands are evolving to deliver predictive, contextual, conversational CX for the smartphone era.