Our discussion for this episode centered on Big Tech, triggered by the recent rollercoaster with OpenAI.

Five9 Announces Summer Release 2017

Five9 has announced the availability of the latest version of its Virtual Contact Center (VCC). The new release, called Summer Release 2017, includes over 100 key features and enhancements, and will be made available in the third quarter of 2017.

Five9 Summer Release 2017 is a complete omnichannel solution, designed to cover every touchpoint along a customer’s journey. It allows enterprises to engage with their customers from anywhere in the world, delivered on a modular microservices-based architecture.

At Verint Engage 2016, Verint's annual customer event, Ryan Hollenbeck, Sr VP, Global Marketing, Customer Experience, discussed some of the key the

Verint Acquires Contact Solutions

Verint has just announced a new acquisition, with the purchase of Contact Solutions. Now, Verint can enhance its Actionable Intelligence platform, allowing organizations to receive important insights and quickly react accordingly.

Contact Solutions is a provider of cloud-based voice and mobile customer care solutions. It uses real-time, contextual data to provide personalized self-service and agent-assisted experiences for the customer.

Ryan Hollenbeck, Senior VP of Marketing, Verint, and Nancy Treaster, Senior VP & General Manager of Strategic Operations for Verint discuss its

Self-service or Full service

Most of us have seen the signs at the gas station. Asking us, as customers, if we want the full service treatment or the self-service treatment, i.e. do it yourself. Service design is a model to define services that feel like full service, even if they are self-service systems.

Many years ago as a product manager, I was part of developing an Interactive Voice Response (IVR) solution. Self-service in a call center became the automation solution for many services that traditionally were performed by live agents in the call center.

Verint Launches "5th-Generation" WFO Solution and New "Voice of the Customer" Analytics Platform

Verint has long been known as one of the leaders in customer experience management and workforce optimization (WFO), and recently made two big product launch announcements - the market's first "5th-generation WFO suite" and the new "Voice of the Customer" analytics platform. Each of these announcements are significant in and of themselves and, put together, will have a huge impact on the way enterprises gather and utilize information to enhance business operations and, most important, the customer experience.

New Voice of the Customer Analytics Platform

Ryan Hollenbeck, Senior Vice President of Global Marketing, Verint Sy