Zoom's New CCaaS Packages: An Inside Look
Watch on YouTube. In December, Zoom released three exciting new packages for the Zoom Contact Center. To dive deeper, we got in touch with Amy Roberge, Head of Global Contact Center Solution Engineeri...
12 Feb 202421min
The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI
Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Recognizing this, we sat down with Brandon Kn...
1 Feb 202421min
CCaaS: Where Are We Now & Where Are We Heading
Watch on YouTube. CX Today's Charlie Mitchell hosts Anand Janefalkar, Founder & CEO of UJET, and Baker Johnson, CMO of UJET. In this session, we discuss the evolution of the CCaaS market, considering...
29 Jan 202425min
AI in the Contact Center: The Opportunities, Risks, and Rewards
Watch on YouTube. CX Today's Charlie Mitchell hosts Michael McCloskey, CEO of Bright Pattern. After a quick introduction into Bright Pattern, they deep dive on contact center AI, considering: The risk...
29 Jan 202411min
BIG CX News - The Latest on Twilio's CEO Change & Zendesk's Klaus Acquisition
Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by five prominent CX analysts to dissect the latest stories from the spa...
24 Jan 202423min
GenAI-Powered Virtual Agents The Trend, Traps, and Solutions
Watch on YouTube. CX Today's Charlie Mitchell hosts Christoph Börner, Senior Director of Digital at Cyara. We discuss some of the trends, traps, and solutions that relate to GenAI-powered virtual agen...
17 Jan 202421min
The Forces Shaping Customer Experience (and Why They Matter!)
Watch on YouTube. CX Today's Charlie Mitchell hosts Julian Hertzog, Head of Sales at babelforce. We break down the forces shaping customer experience, which Julian spoke of during his prize-winning Se...
10 Jan 202418min
Why Are So Many CCaaS Customers Changing Providers?
Watch on YouTube. CX Today's Charlie Mitchell hosts Simon Adnett, VP Sales UK&I / EMEA at Enghouse Interactive. We reflect on a study from Metrigy that found 48.2% of the companies now using cloud-bas...
9 Jan 202413min
