CX Today

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger. With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind.We also discuss tackling workforce concerns about AI, the skills needed for this new era, and how Agent Ops is redefining workforce management with real-time monitoring, compliance, and scalability - handling 10,000 messages in a minute during a crisis!

 AI is the talk of the contact center town, promising to fundamentally change the nature of companies and consumers interact.Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM at Cisco Webex CX, to dig deeper.During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including:Contact Center Agents - From gathering customer context upfront to completing post-contact follow ups, Patel discussed how AI is changing the end-to-end service journey.Contact Center Supervisors - Real-time agent management, coaching, reporting... there are lots of AI use cases touching the supervisor role. Patel shares his favorite examples.Contact Center Managers - From data analysis to intraday management, contact center managers may also access an array of new tools. Patel touches on some of these possibilities, too.Customers - The customer is the most critical stakeholder. Beyond virtual agents, Patel discusses how service experiences may change for them, too. 

 CX Today's Head of Content Susie Harrison hosts Matthew Ainsworth, Chief Revenue Officer at Miratech, for a deep dive into his professional background, life at Miratech, and what's next for contact centers and CX.Matthew shares insights into Miratech’s evolution in CX solutions, their innovative approach to cloud-based managed services, and how they’re helping enterprises navigate the complexities of AI, cloud migration, and next-generation contact centers. From his passion for constant learning in a fast-evolving tech landscape to the unique, relentless culture at Miratech, Matthew offers a behind-the-scenes look at what drives the company forward. 

Discover how real-time translation, accent smoothing, and AI-powered agents are redefining customer service.Join Rhys Fisher, Deputy Editor at CX Today, as he delves into the future of AI in contact centers with Davit Baghdasaryan, Co-founder & CEO of Krisp, and Wayne Butterfield, AI & Automation expert at ISG.The trio explores the next-gen AI technologies shaping 2025, including real-time translation, groundbreaking accent smoothing innovations, and AI-powered agents. Whether you're in customer service, tech, or business strategy, this is a must-watch discussion on the evolution of AI in CX and the contact center.How is AI transforming the contact center industry? In this insightful discussion, industry leaders reveal the AI advancements set to redefine customer interactions in 2025.Real-Time AI Translation: Krisp’s cutting-edge interpreter tech removes language barriers in customer serviceAccent Smoothing Technology: Enhancing global communication by making conversations clearer and more naturalAI-Powered Agents: The rise of digital co-workers assisting human agents for faster, smarter serviceWhy It Matters: From seamless multilingual interactions to AI-boosted efficiency, these innovations are set to reshape customer experience. Tune in to get ahead of the curve!

Watch on YouTube.In this episode of our Salesforce Update Show, CX Today's Charlie Mitchell hosts three expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:Salesforce Lays Off 1,000 EmployeesThe CRM leader has reportedly laid off 1,000 employees amid hiring more staff to sell Agentforce. Does this suggest Salesforce is reorientating its whole business? The analysts share their takes.1,000+ Confirmed Agentforce DealsSalesforce recently announced that it has already won over 1,000 Agentforce deals. Here, the analysts share some of the experiences of the platform's early customers.Salesforce & Co. Release an AI Energy ScoreBuilt with Hugging Face, Cohere, and Carnegie Mellon University, Salesforce launched a new AI Energy Score benchmarking tool. But, how does it work, and why does it matter?The analysts tell all. The three expert analysts taking on each topic are:Liz Miller, VP & Principal Analyst at Constellation ResearchRebecca Wetteman, CEO & Principal Analyst at ValoirMichael 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.

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Thor Mitskog, CEO of Cyber Acoustics, to discuss how the company is transforming communication in call centers with cutting-edge headset technology.As the demand for better customer support grows, Cyber Acoustics is leading the way with audio solutions that address common issues in call centers – from agent training to background noise. Their latest innovations offer real-time agent monitoring and AI-powered noise cancellation, providing businesses with tools to enhance both agent performance and customer experience.Cyber Acoustics is redefining the headset market with innovations designed for today’s high-demand call center environments. With a focus on comfort, performance, and real-time solutions, Cyber Acoustics has developed products that tackle key challenges head-on.In this in-depth conversation, Thor Mitskog reveals:Training Made Easy: Real-time agent monitoring allows managers to listen in on calls and offer guidance without interrupting the conversation.AI-Powered Noise Cancellation: Their latest headsets block out even the loudest distractions, enhancing call quality and agent focus.The Comfort Factor: Multiple iterations of headsets ensure a perfect fit for every employee, making them more likely to stay compliant and engaged.Future Innovations: From AI-driven improvements to video conferencing solutions, Cyber Acoustics is focused on expanding its product line to support a wider range of communication needs.

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 each story.In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Shelly Kramer, President & CEO at Kramer & Company Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting Derek Top, Senior Analyst at Opus Research Finbarr Begley, Senior Research Analyst at Cavell Group During the conversation, they share more insight into each of the three following news stories:Avaya to Stop Supporting CCaaS Clients with Fewer Than 200 SeatsAvaya will stop serving public cloud contact centers with fewer than 200 seats. It's also discontinuing its SIP Trunking CPaaS cloud services. The analysts discuss: how did we get here, and where should affected customers look next.Google's New Bot That Makes Customer Service Calls for YouGoogle is testing an "Ask for Me" bot for its search engine, which will talk to customer service on behalf of customers. It has also filed a patent for an on-device chatbot that will take outbound calls for consumers. The analysts consider whether these innovations will beckon a future of machine-to-machine customer service.Zoho Is the Latest Enterprise Tech Giant to Announce AI AgentsAlongside a CEO change, Zoho released AI agents while teasing low pricing as a key differentiator. The analysts mulled over the news while pinpointing other major talking points in the tech giant's agentic AI approach.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.Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA.From AI-driven customer service to network security, here’s what they discussed:Webex AI Agent: Now generally available, this AI-driven agent offers autonomous, human-like interactions and supports multiple languages.AI Assistant for Webex Contact Center: Also generally available, this feature helps agents by summarizing conversations, providing real-time transcriptions, and offering suggested responses.Smart Switches with Data Processing Units (DPUs): Cisco’s smart switches incorporate DPUs to offload security functions, ensuring secure and efficient networking, particularly as AI-driven breaches increase.EMEA's Role in the AI Evolution: With AI adoption accelerating globally, Kerravala discusses the need for Europe to step up its game to avoid falling behind in the AI race.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.

In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Anthony Canoso, Head of Customer Experience at Krisp, to discuss a groundbreaking advancement in AI-driven language interpretation.With the rapid evolution of contact center technology, Krisp’s AI Live Interpreter is redefining multilingual customer support – eliminating wait times, reducing costs, and enhancing customer satisfaction.The future of seamless, real-time language interpretation is here. Krisp’s AI Live Interpreter eliminates the inefficiencies of traditional translation services, allowing agents to instantly communicate with customers in 27+ languages.In this insightful discussion, Anthony Canoso reveals:How It Works: No integrations, no delays – Bidirectional AI translation at the push of a buttonThe Business Impact: Dramatically cuts costs and improves customer satisfaction (CSAT)Enterprise-Ready Features: Scalable, secure, and fully compliant with global regulationsWhat’s Next: More languages, custom vocab, and IVR integration on the horizon

CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive. We introduce a host of contact center trends for 2025.  Before focusing on four specifically:1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout.4. Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions.Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future.Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouseFor more Customer Experience tech news, visit: https://www.cxtoday.com