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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Roxanne Bisby Davis, senior director for people research and intelligence at Cisco, discusses the company’s data-driven, research-based approach to keeping people in the spotlight and maximizing employee experience.
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.
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.
The UC landscape continues to rapidly evolve as organizations embrace cloud, support the needs of a hybrid workforce, and seek to optimize OpEx during challenging economic times. In this episode we’ll hear from Mike Frayne, CEO of VOSS Digital Workplace Management and discuss how an effective UC management strategy can deliver measurable benefits.
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!
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.
Metrigy has recently expanded with the addition of a chief data scientist, Matt Craig, and principal analyst, Diane Myers. Meet them in this episode, and hear what’s top of their agendas.
Contact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
