It’s not often that you get to attend a conference in Ireland and stay in a castle, but analysts at the recent Genesys Analyst Summit got to experience both the wonderful hospitality of the Irish while staying at the lovely Ashford Castle near Galway. Galway was an appropriate locale, as Genesys has a major presence in the city thanks to its acquisition of Altocloud.
Artificial Intelligence (AI)
In their TalkingHeadz on Enterprise Communications podcast series, BCStrategies Experts Dave Michels and Evan Kirstel talk with various guests most
Last week Cisco held its annual Contact Center Sales Summit in Hollywood, Florida. This year's gathering of product managers, sales overlays, channels, and technology partners increased in size by 50% and, for the first time, included some customers. Cisco collaboration applications business grew 15% last fiscal year, a noticeable uplift over the previous ones. It gave the company the opportunity to share its ambitions for its contact center product line.
Image credit: Shift in the playing field by Ranganath Krishnamani, spinning top
In part 1 of the series, we looked at technologies for self-service and customer interaction over the various channels. In this second part, I would like to cover process and analytics, the two other layers of the landscape.
Here’s my main message from last week’s conference in Newark – the future of voice has nothing to do with telephony.
In fact, the future of voice has nothing to do with telephony, and it doesn’t have much to do with PCs or mobile phones either.
These are the cornerstones of the business communications world we know so well, so how can this be? What’s left?
At Five9’s first analyst summit since Rowan Trollope became CEO, a group of industry analysts had the opportunity to spend a day and a half with th
Experience, experience, experience – that was the theme at this year’s Enterprise Connect.
Consumer preferences for customer service have quickly evolved over the past few years, and in order to effectively compete, businesses need to identify and recognize these preferences. To help organizations better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey Business Decision Makers (BDMs) with 100 or more employees about the state of customer service and support and the role that customer service plays in various business considerations. The survey focused on three key areas:
Image credit: "A is for Automation," by Thomas Brechler