LLMs deliver compelling insights to improve CX and business operations.
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Some guests are looking for a familiar-feeling home away from home. Increasingly, many are looking for personalized, one-of-a-kind experiences. No matter what kind of hospitality experiences guests seek, they expect…
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Businesses and their customers aren’t always in alignment on CX deliverables.
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The CPaaS market, as it relates to customer engagement, is competitive and volatile. See how vendors cater to business customers and the trends driving innovation.
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Agent assist helps agents drive revenue—and solve customer service issues.
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Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision.
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Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers.
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The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.
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In this episode, Jonathan Rosenberg, Five9’s CTO and head of AI, and Metrigy’s Robin Gareiss discuss the huge changes coming to customer experience in the next several years, driven largely by generative AI and contextual data.
From the value of cloud voice to combatting downtime and, of course, AI in the voice channel, voice services maven Barbara Dondiego, CEO of AVOXI, shares her insider’s perspective on the state of the art in providing voice support for customer service engagements.
