CX Today

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 unifie...

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...

Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance . We discuss how contact centers can get started with AI, considering: Tom's recommended starting steps How this differs from "typical" approaches  Mistakes contact centers often make  Working with a vendor that offers strategic support  If you'd like to find out more about Glance, visit Glance ....

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 Zoom, Five9, Twilio, & RingCentral. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Jon Arnold, Principal of J Arnold...

Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact . In this session, we discuss the following: The key contact centre trends ahead of 2024  How to balance leveraging AI and automation and the human touch  How important it is to develop a customer-centric strategy Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our chann...

Watch on YouTube. CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9 , and Callan Schebella, Executive Vice President of Product Management at Five9 , to discuss all things contact center AI. In doing so, they consider: The current contact center AI boom  Prominent uses cases  Future applications of contact center AI  The challenges of implementing AI  A go...

Watch on YouTube. CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech . . We explore the critical role of network redundancy and failover mechanisms in ensuring a reliable contact center operation. In doing so, we discuss: The mission-critical role of the modern contact center  The danger of network disruptions on contac...

Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect . In this session, we review all the contact center news from AWS re:Invent 2023, discussing: The improved integration of Amazon Connect with Service Cloud Voice  Amazon Q and how it fits in Amazon Connect  All the other GenAI enhancements for Connect  The new Amazon WorkSpaces Thin Client  If you'r...

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He then speaks to Teresa Anania, SVP of Customer Experience at Zendesk , to dive deeper into new tech. In doing so, they consider: The customer response to the new GenAI solutions  How easy are they to deploy? The security precautions Zend...

Watch on YouTube. CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes . We introduce a host of contact center trends for 2024. Before focusing on five specifically: CCaaS Migrations  Microsoft Teams Contact Centers  Click-to-Call & Click-to-Chat  Voice-First Conversational AI  Business Continuity  For more from the AudioCodes team, visit A...

Watch on YouTube. CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp . We walk through SumUp's CCaaS migration, and discuss: The challenges of SumUp's on-premises environment  How SumUp overcame these with Five9  The addition of a virtual agent to front up the IVR  Five9's helpful CCaaS pilot program  Lessons for other...

Watch on YouTube. CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response . We discuss the latest contact center innovations that Cirrus is bringing to market. These cover arena such as: Contact center generative AI CRM-centric contact center design Workforce Engagement Management  Knowledge management  Conversational analytics  For more from the Cirrus team, visit...

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru , and Zeus Kerravala, Founder and Principal Analyst at ZK Research . Together, we consider the present and future of generative AI in the contact center. In doing so, we consider: Current use cases of GenAI in the contact center  How these are changing the agent role  Security precautions for contact...

Watch on YouTube. CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent . We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI. In doing so, we discuss: The possibility of AI taking contact center agent jobs.  Agent support use cases for AI.  How these use cases will impact agent well-being.  W...

Watch on YouTube. CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies . We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform. We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits. Finally, we consider: What differentiates Landis Technolog...

Watch on YouTube. CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect . We walk through Thrasio's customer experience tech stack transformation, and discuss: Thrasio's customer experience vision.  How it delivers on that through people, process, and tech.  Changes Thrasio has made to its tech environ...

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 Cisco, Gartner, & Five9. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research  Liz Miller, VP & Principal Analyst at Con...

Watch on YouTube. Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center . Will Zoom be the New King of UC and CCaaS? What's Covered: Vision & Origins - How did Zoom evolve from a simple video conferencing tool to a comprehensive UC platform? Growth Secrets - What fueled Zoom's meteoric rise in the UCaaS landscape? Bu...

Watch on YouTube. CX Today's Charlie Mitchell hosts Nick Delis, Senior Vice President of International and Strategic Sales at Five9 . We consider how contact centers can handle influxes of traffic. In doing so, we discuss: The challenges for customer, agents, and the wider business  How AI can tame those challenges  Industry-specific considerations for retail and insurance Non-AI-driven tools...

Watch on YouTube. CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY . We discuss some of the ethics of deploying conversational, generative, and voice AI technologies for customer experience use cases. The four pillars of sustainable conversational AI  The new dangers of conversational AI  Ethical principles for deploying conversational AI  Customer success...

Watch on YouTube. CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara .  In this session we discuss the following:  The best time to start integrating a performance testing plan in your cloud migration journey?  Testing strategies and best practices  Risks associated with insufficient training and awareness of cloud environments during migration?  To find out more, vi...

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem , as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) market.  Brandon shares exclusive insights into Zoom's rapid pace of innovation, boasting over 600 new features in just 18 months! Discover how Zoom's AI-driven Companion is settin...

Watch on YouTube. CX Today's Charlie Mitchell presents an inspection of the 2023 Gartner Magic Quadrant for CPaaS . He's joined by Dave Michels, Lead Analyst at TalkingPointz , and Rob Kurver, Founding Partner of the CPaaS Acceleration Alliance . Together, they discuss some of the big talking points from the Gartner MQ, which include: The report's significance for the CPaaS space  T...

Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills . We walk through Traeger Grills' CCaaS migration and Internet of Things (IoT) implementations, and discuss: Traeger Grills' contact center transformation story  How it implemented IoT in the contact center  How does IoT fit into Traeger Grills&apos...

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX . In this session, we introduce the Women in CX conference, discussing: What is Women in CX? When and where is the conference, and why should you attend? How the event differs from the usual CX conference Sessions to looking forward to Where can you sign up?