Eric Krapf, Enterprise Connect GM and program co-chair, talks about what to expect at this year’s event, from the mainstage to the expo floor.
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The last of a three-part webinar series provides insight into our latest study on customer insights, and how they play a role in improving business metrics.
In this research report, Metrigy explores the unique challenges and opportunities for midsize enterprises implementing a VoC strategy as well as the impact of these programs on key business metrics.
I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.
The second of a three-part webinar series provides insight into our latest study on customer insights, and how they play a role in improving business metrics.
Five9 is one of the leading CCaaS providers, and it’s made its mark innovating in AI-enabled technologies that support functions such as agent assist and automation.
Ross Williams, chief product officer at Virsae, and Metrigy’s Robin Gareiss discuss how today’s management platforms can help improve the quality of customer interactions, and talk about what’s to come with AI, self-service, and more.
CX technology investments should increase in the new year, as enterprises use the tools to address challenges like addressing labor shortages and eliminating hold times.
Customer engagement is the top area for increased technology spending in 2023, according to our latest Technology Forecast 2023 study: 65.1% of companies plan to increase spending in this area, by an average of 24%. Not surprisingly, one of the big areas of investment, broadly speaking, centers around AI. But AI is a huge area and the technology is incorporated into many products and services today. Dan O’Connell, Chief Strategy Officer for Dialpad is an expert in AI, and we’re going to hear from him about Dialpad’s focus on AI—both what’s available today and what innovations are underway in Dialpad’s AI lab.
John Finch, head of worldwide product marketing for Dialpad, discusses what Dialpad can do today, where it’s heading, and how it differentiates from competitors.
Technology leaders are demanding unified platforms that provide communications capabilities—but not all platforms are created equally. In addition to working with a single vendor and platform, other innovations also differentiate providers. For example, their application of AI capabilities is a key differentiator, along with architecture and the acquisitions that enable new products and services.
John Finch, head of worldwide product marketing for Dialpad, discusses what Dialpad can do today, where it’s heading, and how it differentiates from competitors.
