CX Today

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 management will broaden and become more accurate. For more on Zoom's WEM suite, visit: https://www.zoom.com/en/products/contact-center/features/workforce-engagement-management/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 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: https://www.contentguru.com/en-gb/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 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: Embracing the Unknown To learn more about ElevateAI by NICE and its 1K Every Day offer, visit: https://www.elevateai.com/Meanwhile, for more from Opus Research, visit: https://opusresearch.net/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 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-aiThanks 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 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 of another healthcare entity, which came with the challenge of integrating a legacy contact center estate. Amidst navigating the complexities of the pandemic, Eric spearheaded an ambitious project to overhaul their contact center infrastructure, transitioning to a cloud-based solution.This transformation was not just about technology but also about leveraging expertise to ensure a seamless transition and to maximize the benefits of their investment. Eric shares a captivating narrative of resilience, innovation, and strategic partnership with RingCentral, highlighting how their expertise was instrumental in enhancing Sun River Health's implementation experience. This story is not only inspiring but serves as a testament to the power of technology in transforming patient care delivery.Join us to uncover the insights, strategies, and outcomes of this transformational journey. Discover how Sun River Health has set a new benchmark in patient experience, leveraging cloud technology to ensure efficiency, scalability, and, most importantly, patient satisfaction.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 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.