october, 2019

28oct10:20 AMCase History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and ProductivityChoose one of the following zones10:20 AM Rockstar Insights: Anthony Banks, Senior Manager, Operations, Allstate Roadside Services Fab Facilitator: Matthew Storm, Vice President, Global Marketing, Jacada

Event Details

Despite years of technology investments, employee needs have been forgotten. They too want simple, automated, intuitive, guided experiences – the same experiences you are looking to provide your customers through investments made in self service capabilities. Instead, live agents struggle to provide exemplary customer service given the complexity of their business processes and supporting application stack. Join us for an interactive session to unpack how to solve the “Forgotten Agent” problem by combining best in class Attended RPA, real time guidance and industry leading AI together in a one of a kind virtual assistant for employees.

Key Take-Aways:

  • Best practices for elevating and automating a legacy ridden customer service desktop
  • Insight on how robots and agents working side by side to deliver superior customer experiences
  • Guide to harnessing increased agent productivity with instant access to the right information and processes
  • Tips on how to create shorter handle times through automation implemented during and after customer interactions


(Monday) 10:20 AM

Fab Facilitator

Matthew Storm, Vice President, Global Marketing, Jacada

Bio is forthcoming…

Speaker Link