2025 Agenda

Communications today are rapidly and profoundly changing. As AI becomes more ingrained in every part of our lives, it will influence not just the delivery of customer experience, but the expectations customers have for the quality of each interaction. With these increasing demands in customer expectations, businesses need to pivot their approach to designing and delivering better engagement experiences for their customers and employees, scaling customer support and interactions, and becoming data-driven organizations set for success - and they need to do it faster and easier than before.

As AI becomes democratized, its use layered across any solution in the technology stack holds immense potential to deliver personalized interactions that enhance employee collaboration and customer engagement, and to drive overall innovation in how a company does business. With responsible development and utilization of AI (such AI-driven virtual agents and conversation flows to augment contact center platforms) vendors and technology providers have the opportunity to help partners empower their customers to do more than ever before.

However, adoption has been challenging within organizations because many companies look to use AI just for the sake of AI, without establishing a plan and specific goals. While consumers expect interactions with businesses to be easy, and AI presents an opportunity to help facilitate that, AI is not an out of the box solution. Implementation requires thoughtful model training and human intelligence to ensure relevant and meaningful connections between businesses and their customers.

In this session, Reggie Scales, Vonage Global Head of Applications, will explore the AI revolution and how partners can cut through the noise to bring real, achievable solutions to customers of all sizes, helping them to easily implement AI tools that augment and enhance the systems and teams they already have in place to deliver real business outcomes that drive sales, increase revenue and, importantly, create exceptional customer experiences.