CX Today

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Join CX Today's Floyd March and Zeus Kerravala, Principal Analyst at ZK Research, as they explore the key takeaways from Cisco Live 2025 EMEA.

From AI-driven customer service to network security, here’s what they discussed:

• Webex AI Agent: Now generally available, this AI-driven agent offers autonomous, human-like interactions and supports multiple languages.
• AI Assistant for Webex Contact Center: Also generally available, this feature helps agents by summarizing conversations, providing real-time transcriptions, and offering suggested responses.
• Smart Switches with Data Processing Units (DPUs): Cisco’s smart switches incorporate DPUs to offload security functions, ensuring secure and efficient networking, particularly as AI-driven breaches increase.
• EMEA's Role in the AI Evolution: With AI adoption accelerating globally, Kerravala discusses the need for Europe to step up its game to avoid falling behind in the AI race.

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In this exclusive CX Today interview, Rhys Fisher, Deputy Editor, sits down with Anthony Canoso, Head of Customer Experience at Krisp, to discuss a groundbreaking advancement in AI-driven language interpretation.

With the rapid evolution of contact center technology, Krisp’s AI Live Interpreter is redefining multilingual customer support – eliminating wait times, reducing costs, and enhancing customer satisfaction.

The future of seamless, real-time language interpretation is here. Krisp’s AI Live Interpreter eliminates the inefficiencies of traditional translation services, allowing agents to instantly communicate with customers in 27+ languages.

In this insightful discussion, Anthony Canoso reveals:

• How It Works: No integrations, no delays – Bidirectional AI translation at the push of a button
• The Business Impact: Dramatically cuts costs and improves customer satisfaction (CSAT)
• Enterprise-Ready Features: Scalable, secure, and fully compliant with global regulations
• What’s Next: More languages, custom vocab, and IVR integration on the horizon

CX Today's Charlie Mitchell hosts Simon Adnett, VP of Sales - UK&I / EMEA at Enghouse Interactive.

We introduce a host of contact center trends for 2025.  Before focusing on four specifically:

1. Generative AI & Knowledge Management: Learn how these two game-changing technologies are converging to improve first contact resolution and create smarter agent workflows.
2. Conversational Intelligence: Discover why this once enterprise-exclusive technology is now more accessible and how it can deliver deep insights into customer sentiment.
3. Agent Assist: Hear Simon’s take on how real-time support tools powered by AI are helping agents handle complex queries while combating burnout.
4. Automated QA: Explore how advancements in quality assurance now provide smarter evaluations, reducing costs and driving better customer interactions.

Simon also dives into the nuances of why these trending tools are gaining traction, the challenges they solve, and their impact on the contact center of the future.

Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #ccaas #enghouse

For more Customer Experience tech news, visit: https://www.cxtoday.com

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CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by six prominent CX analysts to dissect each story.

In this edition, our CX experts include:

• Zeus Kerravala, Principal Analyst at ZK Research 
• Liz Miller, VP & Principal Analyst at Constellation Research 
• Rebecca Wetteman, CEO & Principal Analyst at Valoir 
• Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research 
• Simon Harrison, Founder & CEO of Actionary 
• Finbarr Begley, Senior Research Analyst at Cavell Group 

During the conversation, they share more insight into each of the three following news stories:

ServiceNow to Hire Up to 3,000 Employees

ServiceNow - which also acquired CueIn in January - plans a hiring spree to support its growth, AI innovation plans, and meet customer demands.

Verint Quietly Acquired Four AI Providers in 2024

The contact center stalwart rolled up Cogito, Fonolo, and two unnamed tech providers to support its specialized bot strategy.

Microsoft Makes Big Moves In the Contact Center Space

The enterprise tech giant declared "customer service is broken" in a report, offered a 30-day free trial of its CCaaS platform, and announced native AI agents for it.

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In this engaging discussion, Rhys Fisher, Deputy Editor of CX Today, chats with Thor Mitskog, President of Cyber Acoustics, to explore the evolving role of acoustic technology in modern contact centers. Thor reveals the thought process behind their latest headset launches – the HS-1500BT2 and AC-404ENC – and how these innovations are set to address common pain points in the sector.

Thor dives deep into their design enhancements and the problems these devices solve.

Key takeaways:

• HS-1500BT2: Features larger ear cups for comfort, cooling organic leatherette ear coverings, AI-driven noise cancellation, and dual wireless/USB functionality for versatility
• AC-404ENC: A travel-ready headset with ergonomic design, dual USB-A/USB-C connectivity, and advanced inline controls for streamlined work setups
• Pandemic Lessons: How changing work environments – from noisy home offices to acoustically challenging workplaces – have shaped Cyber Acoustics' approach to innovation
• The Future of AI in Contact Centers: Real-time agent feedback tools and dialect-neutralizing hardware that promise to redefine industry standards

CX Today's Rhys Fisher hosts Felix Winstone, Co-Founder & CEO at Talkative.

The pair discuss Talkative's GenAI Chatbot and the wider role of AI in the contact center space. In doing so, they cover:

• Strategic AI implementation and understanding
• Expanded AI use cases beyond chatbots
• How GenAI can improve CX while delivering ROI

Join Rhys Fisher, Deputy Editor at CX Today, as he chats with Chris Bardon, Chief Software Architect at ComputerTalk.

Together, they delve into the transformative role of AI in customer experience and explore the latest features of Computer Talk’s ICE 15 platform.

The discussion reveals how AI is pushing the boundaries of real-time agent assistance and seamless contact management. Here are some of the key takeaways:

• Real-Time AI in Action: How ICE 15’s agent assist tools use GenAI for live call analsis, helping agents access critical information instantly
• Simplified Interfaces for Better Experiences: The importance of a unified platform that consolidates voice, chat, email, and social channels into one seamless interface
• AI and Human Synergy: Why AI supplements human creativity rather than replacing it, from automating routine tasks to empowering new agents
• ROI and Measurement: Strategies for assessing the tangible value of AI-powered platforms like ICE, from reduced agent workloads to enhanced customer insights

CX Today's Charlie Mitchell hosts a conversation reflecting on some of NVIDIA's big agentic AI innovations from January 2025.

These AI Agent innovations include:

• A new set of Blueprints to help build enterprise AI Agents. 
• A specific blueprint for AI Agents that can analyze video. 
• The “Llama Nemotron” suite of “Open” Large Language Models

Joining CX Today for that conversation are: 

• Erik Pounds, Senior Director of Enterprise AI Software at NVIDIA 
• Zeus Kerravala, Principal Analyst at ZK Research 

To learn more about how agentic AI will help transform the CX space, subscribe to the CX Today newsletter: https://www.cxtoday.com/account/

CX Today's Charlie Mitchell runs through several takeaways from a recent industry study, entitled: "RingCentral Trends 2025: The State of AI in Business Communications".

For the conversation, he's joined by:

• John Finch, Global Vice President Product Marketing, CX at RingCentral
• Esther Yoon, Vice President of Product and Industry Marketing at RingCentral

Both guests share excellent insight into key findings from the report. In doing so, they discuss:

• The AI optimism gap between senior leaders and their teams
• How companies are proving the ROI of AI
• The key to putting data to work and powering new use cases

To watch the webinar that goes deeper on AI In business communications, click here.

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In the first episode of our Salesforce news show, CX Today's Charlie Mitchell hosts two expert customer experience analysts to discuss the latest news impacting the Salesforce ecosystem:

• Agentforce 2.0 Announcement: The announcement comes just three months after the platform launched. What makes it different from what came before?
• Atlas Reasoning: The Atlas reasoning engine is new to Agentforce 2.0. It promises to turn "tasks into trusted outcomes". Why is this so significant?
• Agentforce in Slack Becomes Available: After first acquiring Slack, Salesforce aimed to deliver a "digital HQ" for work. Will the rise AI Agents in Slack enable this?
• The Microsoft Beef Continues: At the launch of Agentforce 2.0, Benioff challenged rivals to put their AI Agents on their websites. Why does he keep poking at industry rivals?

The two expert analysts taking on each topic are:

• Liz Miller, VP & Principal Analyst at Constellation Research
• Rebecca Wetteman, CEO & Principal Analyst at Valoir

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