Annie Benitez Pelaez
Annie is a technology leader creating the next generation IP communication services in the cloud that enterprises need for their network transformation. Annie is the General Manager of the Elastic SIP Trunking Business. She has a reputation of "Getting things done!" by (1) effectively working with cross-functional teams, (2) having a strong understanding of the Business, and (3) being an effective team builder. A multicultural leader that strongly believes in forming diverse teams with the perfect balance between Technology & Business, with a MS EE-Stanford & MBA-London Business School.
Available to start watching on September 29
The COVID-19 pandemic has disrupted normal operations for businesses and organizations across the globe. This has been especially true for call centers. As mandatory lockdowns went into place earlier this year, call centers experienced unprecedented volume while simultaneously struggling to equip agents in working from home. This perfect storm of historic call volume combined with a shadow staff of agents led many businesses to realize they needed to find a sustainable strategy for dealing with call center spikes in a way that still provides a positive customer experience. In this session, we'll discuss how some businesses successfully navigated this challenge by relying on Watson Assistant and Twilio SIP Trunking. These companies were able to rapidly create AI-enabled conversational experiences through both voice and digital channels. We will highlight these successful use cases and discuss some of the patterns you can leverage to do the same.