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.
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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.
What most caught Metrigy analysts’ attention in 2022 in contact center/CX, UC/workplace collaboration, and employee experience? And, what are they tracking for 2023? Tune in!
The uncertain economy presents some significant opportunities for investment that ultimately can differentiate organizations and increase loyalty among both customers and employees. I see five key reasons that business leaders should continue being bullish on their CX spending.
With the global economic uncertainty and layoffs, particularly among technology companies, it’s not surprising that many are wondering what 2023 will bring for technology spending.
Gauri Bhalerao, director of global applications at Yum!, shares how the company is developing its digital strategy around three pillars: easy experiences, easy operations, and easy insights.
