CX Today

Watch on YouTube.CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research.Together, we consider the present and future of generative AI in the contact center.In doing so, we consider:Current use cases of GenAI in the contact center How these are changing the agent role Security precautions for contact centers and their tech vendors The future outlook for GenAI in the contact center Content Guru is a contact center stalwart that has recently released new GenAI solutions. Check them out 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 Matthew Jones, Product Manager at EvaluAgent.We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI.In doing so, we discuss:The possibility of AI taking contact center agent jobs. Agent support use cases for AI. How these use cases will impact agent well-being. Where can our viewers go to find more. To delve deeper into ContactBabel's research, visit 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 Paul Martin, an Account Executive at Landis Technologies.We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform.We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits.Finally, we consider:What differentiates Landis Technologies' offering? What can contact centers expect from the agent and admin experiences? Where can our views go to learn more? For more from Paul, check out Landis Technologies' YouTube channel.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 Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect.We walk through Thrasio's customer experience tech stack transformation, and discuss:Thrasio's customer experience vision. How it delivers on that through people, process, and tech. Changes Thrasio has made to its tech environment. Choosing the right transformation partner. Transformation lessons for industry peers.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 Cisco, Gartner, & Five9.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 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.Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center.Will Zoom be the New King of UC and CCaaS?What's Covered:Vision & Origins - How did Zoom evolve from a simple video conferencing tool to a comprehensive UC platform?Growth Secrets - What fueled Zoom's meteoric rise in the UCaaS landscape?Buy or Build - Why did Zoom opt to develop its own contact center solution?UCaaS & CCaaS Synergy - Why is an integrated solution better?Cutting-Edge Features - What sets Zoom Contact Center apart?Collaboration - How do Zoom Phone users and contact center agents interact?Data-Driven Excellence - How is customer data shaping the Zoom experience?Recent Innovations - What's new and impactful in Zoom Contact Center?Go-to-Market Strategy - How can organizations evaluate and purchase Zoom Contact Center?Smooth Deployment - Making the complex simple.Don't miss our deep-dive webinar on Zoom Contact Center, happening right after Thanksgiving! Be a part of the next generation of contact centers - register 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 Nick Delis, Senior Vice President of International and Strategic Sales at Five9.We consider how contact centers can handle influxes of traffic.In doing so, we discuss:The challenges for customer, agents, and the wider business How AI can tame those challenges Industry-specific considerations for retail and insuranceNon-AI-driven tools and tactics For more from the Five9 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.

Watch on YouTube.CX Today's Charlie Mitchell hosts Diego Gosmar, Chief Innovation Evangelist at XCALLY.We discuss some of the ethics of deploying conversational, generative, and voice AI technologies for customer experience use cases.The four pillars of sustainable conversational AI The new dangers of conversational AI Ethical principles for deploying conversational AI Customer success stories For more insights from the XCALLY 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.

Watch on YouTube.CX Today's David Dungay hosts Andriy Zakharchenko, Product Evangelist, Cyara. In this session we discuss the following: The best time to start integrating a performance testing plan in your cloud migration journey? Testing strategies and best practices Risks associated with insufficient training and awareness of cloud environments during migration? To find out more, visit Cyara.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.

Join us for an eye-opening interview with Brandon Knight, Global Head of Zoom CX Channel & Ecosystem, as we dive deep into Zoom's groundbreaking innovations in the Contact Center as a Service (CCaaS) market. Brandon shares exclusive insights into Zoom's rapid pace of innovation, boasting over 600 new features in just 18 months! Discover how Zoom's AI-driven Companion is setting new standards in customer engagement and why it's offered FREE for paid Zoom users. We also discuss Zoom's long-term objectives, including its ambition to become a one-stop solution for all customer engagement needs. Learn about the upcoming features that promise to redefine the CCaaS landscape, including AI Expert Assist, Outbound Dialer capabilities, and much more! Don't miss Brandon's take on Zoom's potential to dominate the Gartner CCaaS Magic Quadrant by 2024. Stay tuned and hit that 'Subscribe' button for more exclusive CX tech insights.