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Voice
Despite the rise of omnichannel options, voice remains the channel of choice for customers seeking resolution for complex issues. This session explores the critical role of working with a carrier who owns their network and its role in delivering a secure, resilient, and high-quality voice experience that meets evolving customer expectations. Attendees will learn how taking charge of their telephony infrastructure strengthens contact center reliability and drives an exceptional customer experience.
- Why voice remains a critical channel for customer issue resolution in modern contact centers.
- The benefits of owning and controlling your contact center’s telephony network.
- Practical strategies from your peers for ensuring your voice infrastructure is resilient and secure.
SPEAKERS
Lauren Brockman
Sr. Director of Product Management
Lauren is the Commercial Product Lead for Bandwidth’s Direct-to-Enterprise product portfolio, featuring Bandwidth’s award-winning MaestroTM solution. She is passionate about transforming the customer experience and challenging the way we think about communications today—bringing new and innovative software-driven communications solutions to market. Lauren is a 25-year veteran of the telecom industry and has worked in new product development, product management, finance, corporate restructuring, and M&A for a variety of communications companies prior to joining Bandwidth in 2017.
Nellie Galindo
Solution Marketing Manager
Nellie is a Solution Marketing Manager at Bandwidth with over six years experience in healthcare and technology. In her current role, she drives the go-to-market strategy for Enterprise organizations seeking bring-your-own-carrier (BYOC) integrations for their unified communications and contact center solutions. Ultimately, she aims to help enterprise organizations streamline and strengthen their telephony operations by finding a balance between data-driven strategies and customer-centric values.
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