The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata
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The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily - Operata

Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. When something breaks, customers feel it immediately, but no one has a single end-to-end view of what's actually happening. The result? Blind spots, finger-pointing, and resolution times that damage both revenue and reputation. In this conversation, CX Evangelist Luke Jamieson from Operata breaks down how CX Observability transforms the da...

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Contact Centers In 2024: 6 Market Shifts to Watch Out For

Contact Centers In 2024: 6 Market Shifts to Watch Out For

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. After a quick introduction to Sabio, we predict six shifts in the contact center market in 2024. T...

22 Joulu 202332min

Getting Started with Contact Center AI

Getting Started with Contact Center AI

Watch on YouTube. CX Today's Charlie Mitchell hosts Tom Martin, CEO of Glance. We discuss how contact centers can get started with AI, considering: Tom's recommended starting stepsHow this differs fro...

22 Joulu 202314min

BIG CX News - The Latest on the Zoom-Five9 Acquisition Rumors & RingCentral's CEO Departure

BIG CX News - The Latest on the Zoom-Five9 Acquisition Rumors & RingCentral's CEO Departure

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the spa...

19 Joulu 202318min

Why Successful Contact Centres Work Smarter, Not Harder

Why Successful Contact Centres Work Smarter, Not Harder

Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact. In this session, we discuss the following: The key contact centre trends ahead of 2024 How to balance leveraging AI a...

12 Joulu 20238min

Contact Center AI: Use Cases, Challenges, & Strategy Guidance

Contact Center AI: Use Cases, Challenges, & Strategy Guidance

Watch on YouTube. CX Today's Charlie Mitchell is joined by Andy Dignan, Chief Operating Officer at Five9, and Callan Schebella, Executive Vice President of Product Management at Five9, to discuss all ...

11 Joulu 202324min

Contact Center Resilience and Network Redundancy

Contact Center Resilience and Network Redundancy

Watch on YouTube. CX Today's Charlie Mitchell hosts Gurpreet Kohli, Senior Vice President and Global Head of Telecom & Networks of HCLTech. . We explore the critical role of network redundancy and fai...

11 Joulu 20238min

AWS re:Invent 2023 - Catching Up on All the Contact Center News

AWS re:Invent 2023 - Catching Up on All the Contact Center News

Watch on YouTube. CX Today's Charlie Mitchell hosts Pasquale DeMaio, VP of Amazon Connect. In this session, we review all the contact center news from AWS re:Invent 2023, discussing: The improved inte...

11 Joulu 202311min

Generative AI for Contact Center Agents: Demos and a Discussion

Generative AI for Contact Center Agents: Demos and a Discussion

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of Zendesk's new generative AI solutions for contact center agents - live and virtual. He then speaks to Teresa Anania, SVP of Customer ...

7 Joulu 202323min