CX Today

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 stepsHow 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.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 Zoom, Five9, Twilio, & RingCentral.In this edition, our CX experts include:Zeus Kerravala, Principal Analyst at ZK Research Jon Arnold, Principal of J Arnold & Associates Dan Miller, Lead Analyst and Founder of Opus Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Michael Fauscette, Founder, CEO & Chief Analyst at Arion ResearchThanks 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 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 strategyThanks 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 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 good starting place for building an AI strategy The promise of generative AI To learn more about Five9's AI 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 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 contact center experience The failover mechanisms that ensure uninterrupted service For more from HCL Tech on critical contact center considerations, visit HCLTech.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 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're looking to find out more about the new GenAI innovations, visit our recent article.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 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 Zendesk has taken More benefits of the technology What comes next? Learn 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.

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 AudioCodes 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 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 businesses switching to CCaaS If you'd like to learn more about SumUp's migration, check out this case study.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 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 AICRM-centric contact center designWorkforce Engagement Management Knowledge management Conversational analytics For more from the Cirrus team, 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.