The EMEA flavor of Cisco Live is being held in Amsterdam this week (Feb. 5-9, 2024). Although much smaller than the global event held in the U.S. in June, the show typically carries a flurry of news surrounding innovation, and this year was no different.
Amazon Web Services (AWS) was certainly a late entrant into the CCaaS space. Early in the 2010s, Five9, Talkdesk and NICE were defining the space, but AWS had yet to raise its flag. In reality, Amazon had a highly scalable, homegrown contact center, which it used internally for the Amazon.com business and it took that product and made it customer facing.
In the past few years, we’ve lived through a messaging renaissance, a reformation, and a restructure. For 2024, Brad Roldan, GM/VP of Product, Programmable Messaging at communications platform provider Bandwidth, what’s to come this year is summed up in his introduction to the company’s 2024 State of Messaging report.
While business priorities ebb and flow year over year, improving customer experience (CX) comes up again year after year. Through a pandemic, social changes, climate issues, and more, CX initiatives seem to bubble to the top of every IT leader’s to-do list.
Cisco recently held its annual Asia-Pacific, Japan and China (APJC) version of its Cisco Live event in Melbourne, Australia. At the event, the company announced new customer experience (CX) services to support businesses in their sustainability efforts. The new services signify a deeper integration of environmental solutions into the networking giant’s offerings.