Zoom to Acquire Five9

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Zoom's communications platform will be augmented with Five9's intelligent cloud contact center software. (Featured on DestinationCRM.com.)

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How to Leverage Predictive Analytics in the Contact Center

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021. (Featured on DestinationCRM.com.)

Jul 08, 2021
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Key Customer Service Challenges Solved by IVAs

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss service challenges many customer-facing organizations face, and how TechStyle Fashion Group mastered them with intelligent virtual assistants in this clip from their presentation at CX Connect 2021.

Jul 07, 2021
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Goals and Challenges of IVR Modernization

Bespoken Chief Evangelist Emerson Sklar outlines the essential goals of modern, AI-powered IVR--reduced cost, increased throughput, and improved customer satisfaction--and the challenges organizations face in reaching those goals in this clip from his presentation at CX Connect 2021.

Jul 06, 2021

Key KPIs for Outbound Call Centers

First Orion's Sara Hurst and Kent Nicholas explain how to deploy the right KPIs to measure the success of outbound call centers and branded customer communications in this clip from their presentation at CX Connect 2021. (Featured on DestinationCRM.com.)

Jul 02, 2021

Who Benefits from Contact Center Analytics?

Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.

Jun 30, 2021
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Flexibility Will Be Key to Business Continuity, Genesys xPerience Speakers Stress

Companies will need agility in technology, staffing, and processes to deal with changes brought on by COVID-19, speakers said on day two of Genesys' xPerience virtual event. (Featured on DestinationCRM.com.)

Jun 25, 2021
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Digital Customer Service Is Here to Stay, Genesys CEO Says at Xperience Event

Amid the pandemic and beyond, empathetic customer experience trumps everything else, Tony Bates, Genesys' CEO, said in his keynote at Genesys Xperience 21 virtual conference Wednesday. (Featured on DestinationCRM.com.)

Jun 24, 2021