CX Today

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 more on the CommBox platform, visit their website.Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 risks?What's next for MiaRec in terms of GenAI innovation? To learn more about MiaRec's conversational intelligence solutions, visit their website.Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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, Research Director at The Futurum GroupThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 about Five9's CX tech, visit: https://www.five9.com/en-ukMeanwhile, for more from Christopher, visit: https://lexdengroup.com/Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 contact centers are changing. How Zoom is supporting contact centers in transitioning to omnichannel. The Zoom Contact Center Kiosk, and how it expands the customer engagement channel mix.For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-clips/Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 (coming soon) For a visual tour of the Zoom Contact Center, visit: https://guidedtours.zoom.us/tour/zoom-virtual-agent-contact-center/Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 Research: https://www.cxtoday.com/contact-centre/who-are-the-leading-intelligent-contact-center-vendors-aragon-research-its-findings-ujetcx/G2: https://www.cxtoday.com/contact-centre/the-g2-enterprise-grid-report-for-contact-center-summer-2023-a-rundown/To learn more about UJET's CCaaS proposition, visit their website.Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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: https://www.trustradius.com/products/bright-pattern/reviewsThanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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, CEO & Chief Analyst at Arion Research Keith Kirkpatrick, Research Director at The Futurum GroupThanks for watching. If you’d like more like this, don’t forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.

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 testing platform Botium here.Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel.You can also join in the conversation on our Twitter and LinkedIn pages.