Why Does Traditional CCaaS Pricing Need to Evolve?
CX Today29 Touko 2025

Why Does Traditional CCaaS Pricing Need to Evolve?

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros and cons of each, he's joined by: Zeus Kerravala, Principal Analyst at ZK ResearchHeidi Elmore, Senior Product Marketing Manager for Amazon ConnectFirst, they note how contact center providers are struggling to price their offerings now as AI threatens seat counts. From there, they consider: What CCaaS pricing models are out there?Kerravala introduces se...

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Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

Watch on YouTube. CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. We discuss Elsevier's contact center transformation journey, considering: Why did Elsevier decid...

10 Heinä 202316min

Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer at Sabio. We consider the evolution of generative AI and how it is influencing the contact center space. In...

27 Kesä 202315min

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

Frontier Airlines Discusses Its Decision to Ditch Telephone Customer Service

Watch on YouTube. CX Today's Rob Scott hosts Leonardo Declich, Director, CX Digital Transformation at Frontier Airlines. We reflect on why Frontier chose to get rid of its contact center voice channe...

27 Kesä 20233min

A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?

A Microsoft Teams Contact Center: How Can I Enhance My Voice and IM Channels?

Watch on YouTube. CX Today's Charlie Mitchell hosts Jean-Nicolas Robitaille, Vice President of Product Management at ComputerTalk. We consider how to how businesses can better run their customer comm...

27 Kesä 20239min

Sprinklr’s New Generative AI Innovations: An Inside Look

Sprinklr’s New Generative AI Innovations: An Inside Look

Watch on YouTube. CX Today's Charlie Mitchell hosts Buddy Waddington, an Insights & AI Solutions Specialist Manager at Sprinklr. We break down Sprinklr AI+, the CX vendor's new suite of Generative AI...

23 Kesä 202320min

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the contact center, discussing: Definitions for top...

19 Kesä 202320min

5 Value-Adding Conversational Intelligence Use Cases for Contact Centers

5 Value-Adding Conversational Intelligence Use Cases for Contact Centers

Watch on YouTube. CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec. We discuss five contact center use cases for conversational intelligence solutions. These are...

15 Kesä 202321min

Thule Discusses Its Customer Experience Transformation & Shares Key Learnings

Thule Discusses Its Customer Experience Transformation & Shares Key Learnings

Watch on YouTube. CX Today's Charlie Mitchell hosts Zachary Dugas, Global Product Owner of Content Management Systems & SaaS at Thule. We discuss Thule's customer experience transformation process, c...

14 Kesä 20239min