CX Today

CX Today's Susie Harrison joined Puzzel CEO Frederic Laziou to discuss the transition from on-premise to cloud.In this conversation we cover:The reasons enterprises stay on-prem or move to the cloudThe challenges of moving to CCaaS and what companies can expect from it, including pitfallsTop tips on starting the journey

CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk.We discuss three of the latest GenAI innovations that CCaaS provider ComputerTalk is bringing to its ice Contact Center platform, and how to deploy them.In doing so, we consider:Use Case 1 - Case SummarizationUse Case 2 - Customer Sentiment AnalysisUse Case 3 - Automated Follow UpsWhat's the process for implementing these use cases?What's coming in terms of future innovation?

CX Today's Susie Harrison hosts Malte Kosub, CEO and Co-Founder of Parloa.In this episode, we consider:Market changes in customer support and how businesses can prepare for them, both physically and in mindsetHow to get started with AI in contact centersHow to leverage AI agents safely and reliably

CX Today's Charlie Mitchell hosts Ashley Griggs, Head of Sales and Strategic Partnerships at ElevateAI by NICE.After an introduction to the NICE ElevateAI, we discuss:How to set up ElevateAIThe GenAI use cases within ElevateAIHow the "Ask Elevate" feature worksWhich models power ElevateAI's GenAI?We also share video demos throughout, bringing the solution to life.

CX Today's Charlie Mitchell hosts Simon Harrison, Founder & CEO of Actionary.They kick-off the conversation by considering:What's driving vendors into CCaaS from adjacent spaces?What impact is this having on the traditional CCaaS players?Which CCaaS vendors will be best placed for success?Chris Morrisey, Head of CX Sales at Zoom, then joins the conversation to discuss:Why will Zoom have an edge in the CCaaS market of tomorrow?How will the breadth of Zoom's offering support its CCaaS charge?To learn more about Zoom's CCaaS offering, check out this demo of the Zoom Contact Center.Alternatively, to dive deeper on the future of CCaaS, register for our upcoming webinar here.

CX Today's Charlie Mitchell introduces a discussion on why businesses may wish to keep their contact center operations on-premise. For this discussion, he's joined by two industry experts:Michael McCloskey, CEO of Bright PatternNicolas de Kouchkovsky, Principal Analyst at CaCube ConsultingDuring the video both contact center specialists answer the questions:What’s driving large contact center vendors to shift their portfolio from on-prem to the cloud?Why would customers want to stay on-prem and not move to cloud?What should customers who require on-prem look for in a vendor?

CX Today's Charlie Mitchell hosts Jim Payne, Director of Product Marketing for Customer Experience at RingCentral. They kick-off the conversation and then:Introduce RingCentral's RingCX platformDiscuss its new Agent Assist and Supervisor Assist solutionsStandout capabilities of the new solutionsDave Michels, Lead Analyst at TalkingPointz, then joins the conversation to discuss:Eye-catching features of the Agent Assist and Supervisor Assist solutionsRingCentral's position within the broader CCaaS market

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 news in the space, including stories from NICE, Salesforce, and Five9.In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Simon Harrison, Founder & CEO of Actionary Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research Martin Schnieder, VP & Principal Analyst at Constellation ResearchLearn more about Zendesk's new GenAI capabilities by visiting Zendesk 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.

CX Today's Susie Harrison hosts Sam Peters, Head of Customer Success at Assembled, to cover the workplace engagement metrics you need to be tracking.Sam explains his top five and highlights some bonus metrics that almost made his cut.

Watch on YouTube.CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec.After an introduction to contact center Auto-QA, they discuss three use cases for generative AI (GenAI) in quality assurance.These are:Use Case #1 The Additional Context Window Use Case #2 The AI Prompt Designer Use Case #3 LLM-based Sentiment Analysis They also share a quick video of each, bringing the use cases to life.To learn more about MiaRec AutoQA, 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.