Beyond the Contact Center: Turning Every Interaction into Enterprise Action
Webinar Speaker: Donald Farmer, Research Fellow
Date: Wednesday, August 12, 2026
Time: 9:00 a.m. PT / 12:00 p.m. ET
Every day, your contact center captures millions of customer interactions. These conversations are among the most valuable intelligence your business holds; they show how customers experience your products, policies, and service decisions.
Most organizations cannot operationalize this data or act on it quickly. But customers expect companies to know who they are, and employees need answers immediately for real-time conversations.
To deliver real-time, personalized customer experience, CX leaders must use this data to deliver faster decision-making. Success depends on a governed data foundation connecting live interaction signals with the rest of the enterprise.
Join TDWI Research Fellow Donald Farmer with experts from Avaya and Databricks to see how leading brands unify interaction, operational, and analytical data to power real-time AI. You will learn how to orchestrate data securely across the enterprise, guide live agents in the moment, and turn customer insight into immediate action. The session draws on real architectures and measured outcomes, not roadmaps.
Key takeaways for CX leaders:
- How Avaya Infinity can be an intelligence layer that connects customer interactions and employees with Databricks serving as the governed enterprise intelligence foundation underneath
- How AI retrieves CRM, billing, and transaction history during live conversations to surface real-time guidance that agents can trust
- How live interaction data can shrink improvement cycles from months to days
- Why open standards such as the Model Context Protocol (MCP) reduce vendor lock-in while preserving enterprise-grade security and governance
- How to make every customer interaction an enterprise event.
Guest Speakers
Reza Kamran
Product Marketing
Avaya
Reza Kamran is a product marketing leader with 25+ years of experience driving innovation across communications, AI, and customer experience. He leads Product Marketing for Avaya Infinity, helping organizations modernize customer engagement with AI, enterprise intelligence, and intelligent orchestration.
Bryan Smith
Industry Lead, Built On Partner Solutions
Databricks
Bryan is the industry lead for Databricks' Built On Partner Solutions program, where he works with ISV partners worldwide to design and bring industry-focused SaaS solutions to market on the Databricks platform. With decades of experience spanning retail, CPG, consulting, and enterprise data strategy, he helps partners build differentiated offerings and supports the go-to-market motions that drive customer adoption at scale.