CX Today

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.

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 delivering on its customer expectations. Learn more about Enghouse Interactive's contact center solutions by visiting 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 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 contact centers considering making that switch consider Enghouse as their tech partner? For on Enghouse Interactive's contact center tech philosophy, visit Enghouse Interactive.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 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 Kiosk The Contact Center Agent UI 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 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 things CX, visit Sabio.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.