Watch on YouTube. CX Today's Charlie Mitchell hosts James Marscheider, Chief Commercial Officer at evaluagent. We reflect on the common thought among contact center leaders that "I need to invest more in digital to meet customer demand" - and Marscheider's belief that it's a myth. After stating his case, Marscheider discusses: Where does the myth comes from?Is it leaving voice experiences in the dark?Where should contact centers invest in the service experience?We finish by teasing...

CX Today's Charlie Mitchell hosts Mauro Carobene, Vice President of the Customer Interactions Suite at Tata Communications. They deep dive on the Customer Interactions Suite from Tata Communications, which unifies CCaaS and CPaaS. In doing so, they discuss: The benefits of an all-in-one offeringThe types of business the suite typically attractsWhat the recent acquisition of Kaleyra brings to the suiteWhat's next for the suite?

Watch on YouTube. CX Today's Charlie Mitchell hosts Tatum Bisley, Product & Technology Evangelist at Cirrus. We break down the recent news of Klarna's OpenAI-powered chatbot that supposedly does the work of 700 full-time agents. In doing so, we discuss: The possible impact of the story on conversational and generative AI adoption in contact centers. Whether we need to be careful when dissecting Klarna's numbers. Lessons we can take away from Klarna's story. Additional advice for...

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five9 prominent CX analysts to dissect the latest stories from the space - including news from Five9, Cisco, Salesforce & More. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, Managing Director & Principal Analyst at SiliconANGLE...

Watch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru. In this session, Taylor shares the news that Content Guru secured the biggest CCaaS deal of 2023 while discussing: Content Guru's highlights and milestones from the past 12 months. The sectors that Content Guru is seeing success in. The opportunities within the CCaaS market. How Content Guru is approaching GenAI innovation To learn more about Content Guru's CCaaS platform:...

Watch on YouTube. CX Today's Charlie Mitchell hosts Kentis Gopalla, Head of Product Ecosystem for the Zoom Contact Center & Zoom Phone. We make four predictions for the future of contact center workforce engagement management (WEM). These are: Workforce scheduling goes beyond the conventional contact center confines. Quality assurance data starts to inform routing strategies. Quality assurance will become automated, more near real-time. Sources of data used for forecasting in workforce...

Watch on YouTube. CX Today's Charlie Mitchell introduces five contact center AI challenges. To run through them and share solutions, he's joined by: Neeraj Verma, Head of Generative AI Strategy at NICE GM, ElevateAI by NICE Derek Top, Senior Analyst at Opus ResearchBoth share their perspectives on each of the trends - as shared below: Challenge 1: Limited Accessibility Challenge 2: Achieving Cost-Efficiency Challenge 3: Comparing Different AI Models Challenge 4: Ensuring Security Challenge 5:...

Watch on YouTube. CX Today's Charlie Mitchell hosts Elizabeth Tobey, Head of Marketing for Digital Solutions at NICE. After an introduction to the NICE Enlighten portfolio, they discuss each of its three core solutions: Enlighten Copilot Enlighten Actions Enlighten Autopilot They also share a quick video of each, bringing the solutions to life. To learn more about NICE Enlighten, visit: https://www.nice.com/products/enlighten-ai Thanks for watching. If you'd like more like this, don't forget...

Watch on YouTube. In an exclusive interview at Enterprise Connect 2024, Rob Scott of CX Today delves into an enlightening conversation with Eric Brosius, Vice President of Technology Services at Sun River Health. With a vast operation that processes over 1 million calls and serves more than 250,000 patients annually, maintaining an exceptional patient experience remains a paramount goal for Sun River Health. The organization faced a significant turning point in 2018 following the acquisition...

Watch on YouTube. CX Today's Charlie Mitchell hosts Dvir Hoffman, CEO at CommBox. After an overview of the conversational AI market, we share five steps to get your contact center's AI journey off the ground. These include: Step 1: Identify your top 3 business needs. Step 2: Build your AI model with quality data. Step 3: Select the right AI offering with this product capability checklist. Step 4: Measure the right KPIs using the right data. Step 5: Start small with a scalable approach.For...

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec, who put the demo together, to go through some of the video's key talking points. These include: What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers? What guardrails have you put in place to mitigate GenAI...

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the space - including news from Oracle & HubSpot. In this edition, our CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Keith Kirkpatrick,...

Watch on YouTube. CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he's joined by: Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX. Both share their perspectives on each of the trends - as shared below: Cloud Migrations Rising Customer Expectations Personalization Proactive Customer Outreach AI Integration in CX Strategy To learn more...

Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineering at Zoom, to record this discussion. In doing so, we also discussed how Zoom is supporting contact centers in transitioning from multichannel to omnichannel. Indeed here are the major talking points: How the CCaaS packages will save contact centers money. What these packages tell us about how...

Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Knight, Global Head of CX Channel & Ecosystem at Zoom, to record this discussion. In doing so, we pinpointed three of the most eye-catching within Zoom's unified platform, zooming in on the following three: Capability #1 - Zoom AI CompanionCapability #2 -Virtual Agent Capability #3 - Auto-QA...

Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET.  In this session, we discuss the evolution of the CCaaS market, considering:  The latest contact center trends. How have CCaaS vendors reacted to these trends? Predictions for the CCaaS market. Why is UJET well-placed to succeed in the space, given these predictions? Check out our rundowns of the CCaaS market reports mentioned in the discussion here:  Aragon...

Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risks contact centers must be cautious of The opportunities that contact centers can grasp Bright Pattern as a contact center AI partner Learn more about Bright Pattern's CaaS platform here. For more on Bright Pattern's TrustRadius Awards win, visit:...

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the space - including news from Twilio, Zendesk, & Verint. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder,...

Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara. We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agents, considering: How generative AI bolsters the abilities of virtual agentsThe risks associated with the virtual agent evolutionThe generative AI trust gap How Cyara helps businesses navigate these traps and restores trust in GenAI-powered virtual agents Learn more about Cyara's conversational AI...

Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Service Summit's Masterclass. These include: Market Pressure Increasing Consumer Expectations Increasing Complexity in CX & Developer Shortages The "Agent Crunch" AI Innovation and Hype For more from babelforce, visit: www.babelforce.com

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-based contact center platforms (either CCaaS or hosted/managed cloud dedicated servers) are changing, planning to change, or evaluating a shift in providers by 2024. In doing so, we discuss: Rising CCaaS customer dissatisfaction. The root causes of this trend. How Enghouse ensures it's...

Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales - UK&I / EMEA at Enghouse Interactive. In this session, we consider the types of contact center platforms; on-premise, cloud-based, and hybrid. After giving a quick summary of each, we discuss: Which is the most prevalent environment, and why? Which industries have been quickest to embrace cloud and hybrid environments, and why? What must CCaaS vendors do to bring more contact centers into the cloud? Why should...

Watch on YouTube. Zoom released 600 features for its CCaaS platform in just 18 months. Yet, some of those stand out more than others. Recognizing this, we got in touch with Ben Neo, Head of Contact Center and CX Sales for EMEA at Zoom, to record this discussion. In doing so, we discussed some of the solutions that differentiate Zoom in the CCaaS market, honing in on the following five: The unified platform designThe Zoom Virtual Agent The platform-wide AI integrations The Zoom Virtual...

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. After a quick introduction to Sabio, we predict six shifts in the contact center market in 2024. These include: The shift to GenAI-based applications. The shift to RCS as a service channel. The shift to a more experimental contact center. The continuous shift to digital experiences The shift in CCaaS growth The shift towards more immersive experiences For Sabio's thought leadership on all...