CX Today

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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 Experience at Zendesk, to dive deeper into new tech.

In doing so, they consider:

• The customer response to the new GenAI solutions 
• How easy are they to deploy?
• The security precautions Zendesk has taken 
• More benefits of the technology 
• What comes next? 

Learn more about Zendesk's new GenAI capabilities by visiting Zendesk here.

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CX Today's Charlie Mitchell hosts Bruno Fransoni, Technical Product Manager of Contact Center and CRM at SumUp.

We walk through SumUp's CCaaS migration, and discuss:

• The challenges of SumUp's on-premises environment 
• How SumUp overcame these with Five9 
• The addition of a virtual agent to front up the IVR 
• Five9's helpful CCaaS pilot program 
• Lessons for other businesses switching to CCaaS 

If you'd like to learn more about SumUp's migration, check out this case study.

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CX Today's Charlie Mitchell hosts Peter Broeckx, EMEA Sales Director for Contact Center at AudioCodes.

We introduce a host of contact center trends for 2024. Before focusing on five specifically:

• CCaaS Migrations 
• Microsoft Teams Contact Centers 
• Click-to-Call & Click-to-Chat 
• Voice-First Conversational AI 
• Business Continuity 

For more from the AudioCodes team, visit AudioCodes website.

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CX Today's Charlie Mitchell hosts Daniel Lloyd, Channel Director at Cirrus Response.

We discuss the latest contact center innovations that Cirrus is bringing to market.

These cover arena such as:

• Contact center generative AI
• CRM-centric contact center design
• Workforce Engagement Management 
• Knowledge management 
• Conversational analytics 

For more from the Cirrus team, visit their website.

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CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru, and Zeus Kerravala, Founder and Principal Analyst at ZK Research.

Together, we consider the present and future of generative AI in the contact center.

In doing so, we consider:

• Current use cases of GenAI in the contact center 
• How these are changing the agent role 
• Security precautions for contact centers and their tech vendors 
• The future outlook for GenAI in the contact center 

Content Guru is a contact center stalwart that has recently released new GenAI solutions. Check them out here.

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CX Today's Charlie Mitchell hosts Matthew Jones, Product Manager at EvaluAgent.

We reflect on new research conducted by contact center analyst ContactBabel - which highlights service leader perceptions of AI.

In doing so, we discuss:

• The possibility of AI taking contact center agent jobs. 
• Agent support use cases for AI. 
• How these use cases will impact agent well-being. 
• Where can our viewers go to find more. 

To delve deeper into ContactBabel's research, visit here.

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CX Today's Charlie Mitchell hosts Paul Martin, an Account Executive at Landis Technologies.

We kickstart the conversation by discussing how Landis designed its Microsoft Teams Contact Center platform.

We then share a demo of how a contact center manager can navigate and the platform and realize significant benefits.

Finally, we consider:

• What differentiates Landis Technologies' offering? 
• What can contact centers expect from the agent and admin experiences? 
• Where can our views go to learn more? 

For more from Paul, check out Landis Technologies' YouTube channel.

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CX Today's Charlie Mitchell hosts Gershwin Exeter, VP of Global Services at Thrasio and Andrew Pryfogle, Founder & CEO of CX Effect.

We walk through Thrasio's customer experience tech stack transformation, and discuss:

• Thrasio's customer experience vision. 
• How it delivers on that through people, process, and tech. 
• Changes Thrasio has made to its tech environment. 
• Choosing the right transformation partner. 
• Transformation lessons for industry peers.

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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 space - including news from Cisco, Gartner, & Five9.

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

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Welcome to Our Exclusive Interview at Zoomtopia 2023 with Vi Chau, Head of Product for Zoom Phone and Zoom Contact Center.

Will Zoom be the New King of UC and CCaaS?

What's Covered:

• Vision & Origins - How did Zoom evolve from a simple video conferencing tool to a comprehensive UC platform?
• Growth Secrets - What fueled Zoom's meteoric rise in the UCaaS landscape?
• Buy or Build - Why did Zoom opt to develop its own contact center solution?
• UCaaS & CCaaS Synergy - Why is an integrated solution better?
• Cutting-Edge Features - What sets Zoom Contact Center apart?
• Collaboration - How do Zoom Phone users and contact center agents interact?
• Data-Driven Excellence - How is customer data shaping the Zoom experience?
• Recent Innovations - What's new and impactful in Zoom Contact Center?
• Go-to-Market Strategy - How can organizations evaluate and purchase Zoom Contact Center?
• Smooth Deployment - Making the complex simple.

Don't miss our deep-dive webinar on Zoom Contact Center, happening right after Thanksgiving! Be a part of the next generation of contact centers - register here.

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