Name: Data-Driven Care: The Power of Contact Center Analytics in Healthcare
Start: 2025-08-28T18:30:00Z
End: 2025-08-28T18:30:28.000Z
Location: BrightTALK

SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 9,250 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. 

Visit us at www.softwareone.com

Learn the best practices for creating and refining prompts to produce the most effective outcomes.

Refining your prompt skills

If the seemingly-endless possibilities for integrating Copilot into your workflow have you wondering where to start, our Copilot team has the answers. Join SoftwareOne expert Erik Moll on a journey to elevated productivity!

Accelerating your AI skills with GPT 5

Learn the best practices for creating and refining prompts to produce the most effective outcomes with Copilot.

Getting started with agentic AI

Learn how to create use cases like summarizing complex reports, developing ideas, and creating business plans and presentations with Copilot.

Summary, analysis, and content creation with Copilot

Discover how to get started with Copilot, including tasks like tone and style modulation, email and content drafting, image generation, and translation options.

Getting started with Copilot basics

Learn how to get started with Copilot, including tasks like tone and style modulation, email and content drafting, image generation, and translation options.

Agent Overview Great Copilot Chat Journey

The same AI tools that power up your workplace productivity, creativity, and speed can introduce risks like data breaches, compliance failures, and cyberattacks.

SoftwareOne’s webcast, How to create a security strategy for Microsoft 365 Copilot, is designed for IT, security, and digital workplace leaders who are seeking to understand the security implications of Microsoft 365 Copilot, and how to maximize security in a future implementation.

In this webcast, you will learn:
- Why Copilot fundamentally changes your data risk profile
- How Microsoft 365 core security features can enhance Copilot adoption
- Which key approaches can maximize security from day 1 of implementation

How to create a security strategy for Microsoft 365 Copilot

Cloud transformation needs built-in scalability to support your business as it grows. For many organizations, this is complicated—environments that worked for early projects start to crack under enterprise demands, making cloud expansion feel risky and unstable.

This 30-minute webcast explores how to establish a blueprint for scalable, secure, and compliant cloud environments.

In this webcast, you will learn:
- Proven architectural patterns designed for long-term growth
- Tailored cloud design approaches that align to your business priorities
- Governance frameworks that evolve with your environment
- Scalable security models that protect every workload
- Clear resource organization to maintain control at any size

Whether you’re planning to migrate more workloads, optimize your existing cloud, or prepare for AI and automation initiatives, the right strategy will allow you to grow without chaos and achieve faster deployment, better governance, and ongoing agility—all aligned with your unique business needs.

Watch the webcast and get practical guidance to scale your cloud without scaling complexity.

A masterclass in cloud scalability

Enterprise Agreements (EA) were once the gold standard for Microsoft licensing. For many organizations, planning for and operating in the future demands more flexibility, better cost control, and quicker, more robust support. More than ever before, organizations need to review how their agreements align with their business needs and consider the Cloud Solution Provider (CSP) program.

Watch the webcast to unpack:

When and why CSP makes strategic and financial sense
Examples of successful shifts from EA to CSP licenses
How CSP services go far beyond licensing
What it means to remain on EA (the perils and possible benefits)
We’ll cut right through the noise and show how CSP can unlock immediate savings, drive operational agility, and deliver the kind of support and service your cloud environment actually needs.

Strategic Microsoft licensing: Is the CSP model right for your business?

AI is transforming the landscape of asset management, enabling teams to eliminate unnecessary expenditures, streamline operations, and enhance strategic decision-making. If you aren’t modernizing your ITAM strategy, you’re missing hidden inefficiencies, costs, and opportunities for optimization.


“Accelerate ROI with an AI-powered ITAM strategy” is a webcast that showcases how ServiceNow's new AI Platform and AI agents are revolutionizing ITAM by providing real-time insights into asset utilization, lifecycle forecasting, and proactive cost reduction. By seamlessly integrating hardware and software asset management, ServiceNow’s latest AI offerings equip organizations to put AI to work at scale so you can get the most out of your IT estate. 

In this webinar, you can expect to:
- Discover how autonomous, agentic AI can optimize maintenance cycles, identify underutilized software licenses, and enhance financial efficiency across your IT ecosystem.
- Gain the insights you need to drive measurable cost savings and elevate ITAM as a strategic pillar of enterprise success.
- Hear real-life examples of how AI-driven analytics have helped organizations to find cost optimization opportunities.

This is a transformational shift that empowers ITAM leaders to unlock untapped value and achieve financial agility. Lead the charge in the next era of intelligent asset management.

Accelerate ROI with an AI-powered ITAM strategy

SaaS sprawl happens gradually, then suddenly, with departmental purchases, free trials that convert to paid accounts, and shadow IT creating a tangled web of applications that drain budgets and create security risks. This session shows how combining ITAM discipline with FinOps flexibility creates a powerful framework for gaining control of your SaaS environment.

In this session, you'll learn:
- How to manage SaaS sprawl, cost, and governance effectively
- Ways ITAM and FinOps complement each other for better results
- Benefits of a single-pane-of-glass approach to software management
- Practical techniques to optimize investments and reduce waste
- Methods to create a complete inventory of your SaaS applications
- Strategies for identifying unused or redundant SaaS subscriptions

Combining the power of ITAM and FinOps to tame your SaaS sprawl

Technology innovation and adoption cycles are accelerating and advancing at warp speed, driving the ongoing development of new consumer expectations. More often than not, the most important customer insights often occur through communication with customer service. Capturing these insights provides business leaders with the data needed to drive decisions that impact the customer experience and the overall success of the organization.

A modern Contact-Center-as-a-Service (CCaaS) solution, like Amazon Connect, enables businesses to bring together all the unique ways they engage with customers in a simple, cloud-based app without the need for new hardware or engineering.

This on-demand webinar is the first step to knowing how to get started. We will discuss how to:
     - Identify and prioritize your use cases to ensure you realize the value of your investment
     - Determine the right solution for YOUR business
     - Develop the plan to execute a pilot use case, drive support from stakeholders, and accelerate your adoption

With Amazon Connect, you can stay ahead of customer expectations, outpace the competition at a lower cost, and rapidly deliver improvements that retain existing customers while attracting new ones.

Getting started with a modernized communications experience – Amazon Connect

Generative AI has evolved from a tool we harness for productivity to a true collaborator. With Copilot Agents, AI works alongside us to boost creativity, streamline workflows, and provide real-time coaching—becoming a valuable teammate and ushering in the next era of AI-driven productivity.

Join our webcast, “How to use Copilot Agents”, to explore out-of-the-box solutions, advanced AI coaching tools, and custom agent creation. In this webcast, you will learn:

The three tiers of Copilot: Chat, Microsoft 365 Copilot, and Copilot Studio
The latest trends around industry-specific and workflow-specific agentic AI use
How organizations are leveraging AI agents to drive innovation
How SoftwareOne’s advisory services can help you navigate this AI-powered future
Don’t miss this opportunity to discover the latest evolution in the Generative AI space, and see how Copilot Agents can unlock new levels of efficiency, creativity, and impact.

How to use Copilot Agents

Migrating from on-premises infrastructure to cloud providers presents a significant opportunity for organizations to enhance agility, reduce costs, and modernize IT operations. However, without proper visibility and governance, cloud migration can lead to unexpected costs, compliance risks, and underutilized resources. That’s why this session explores how IT Asset Management plays a crucial role in ensuring a strategic, cost-effective, and well-governed transition to the cloud.

In this session, you'll learn:
- Methods to avoid unexpected costs and compliance risks during cloud migration
- Techniques for assessing existing assets before migration
Strategies for optimizing licensing in cloud environments
- Approaches to ensuring ongoing governance after migration

From on-prem to cloud: ITAM's role in effective cloud migration

Most organizations still manage ITAM in a vacuum, missing opportunities for cross-functional efficiency and value creation. This session shows how ServiceNow's platform approach connects ITAM with enterprise-wide workflows, enabling automation, proactive asset lifecycle management, and AI-driven insights that benefit your entire organization.

In this session, you'll learn:
- How ServiceNow's platform connects ITAM with enterprise-wide workflows
- Ways to break down silos between ITAM and other business functions
- Benefits of unified platforms: enhanced efficiency and optimized costs
- Practical applications of automation and AI-driven insights in ITAM

No ITAM is an island: Harnessing ServiceNow for enterprise-wide impact

Delve deeper into Microsoft 365 Copilot with this hands-on look at how it all works. Discover new levels of productivity as you explore the innovative ways Copilot can streamline your workflows, enhance your daily tasks, and ensure your data remains protected. We'll also introduce you to SoftwareOne’s expert services, designed to support you on your AI journey and help you leverage the full potential of Microsoft 365 Copilot.

How can AI really give you time back while making your team more productive? See an engaging on-screen demo, showcasing Microsoft 365 Copilot’s practical application, and gain the knowledge to maximize the benefits of Copilot. Join us to see how Microsoft and SoftwareOne can assist you in navigating the AI landscape with confidence.

Do more with AI: Microsoft 365 Copilot in action

The moving target of Java licensing and Oracle compliance issues impact a majority of critical workloads running today; in fact, in a 2023 survey of more than 2,000 businesses running Java, 82% of respondents expressed concern about Oracle’s Java licensing and pricing changes, and 72% are considering migrating to another solution. A Java assessment and modernization can help you:

- Understand your current Java licensing state and options
- Optimize your costs and performance
- Modernize to a solution with stable licensing and strong compliance features

This webinar is your opportunity to learn how a modernization of your Java workloads can optimize application and cloud costs, improve performance, and reduce business risk via:

- Java Assessment: Learn about pitfalls and opportunities in your Java workloads to help you get control of your licensing
- Cost Optimization: Learn how migration to Azul can save up to 70% on licensing costs with equal or greater performance and no high-pressure licensing practices
- Proactive Compliance: Learn how to prevent Oracle audits and avoid up to 100% of claims with SoftwareOne’s License and Baseline Advisory proactive approach

Java modernization: Taming volatile licensing and eliminating Oracle compliance woes

Data is reshaping the healthcare landscape—particularly in population health management. The right Contact Center as a Service (CCaaS) platform can put patient data to work by helping you:

- Understand patient needs
- Improve outcomes
- Deliver more responsive care

This webinar is your opportunity to hear from healthcare industry and customer experience experts and to discover how data-driven Contact Center as a Service (CCaaS) platforms can help you create more personalized and effective patient experiences via:

- Call categorization: Identify top call drivers, track performance, spot issues and trends
- Quality Control and coaching: Auto-score activities, precisely target manual quality efforts
- Triggering processes: Automate, triage, and re-route negative or sensitive calls  
- Customer journey: Understand pSpeaker’s BIO

Data-Driven Care: The Power of Contact Center Analytics in Healthcare

Data

Contact Center as a Service

Understanding Patient Needs

Improving Outcomes

Data-Driven Care

Patient Needs

Contact Center

Health Tech

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IT Service Management

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Cloud Computing

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Data Center Management

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Collaboration and UC

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Data-Driven Care: The Power of Contact Center Analytics in Healthcare

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About this talk

SoftwareOne