Category: From: SiliconANGLE

Dialpad adds agent empowerment to its portfolio of contact center AI capabilities

Dialpad Inc. Monday announced several new artificial intelligence capabilities for its contact center solution.

The new features fall under the suite name of “Agent Empowerment” designed to make contact center supervisors, managers and agents more productive by equipping them with tools that directly lead to better customer experience. CX improvement has been a top initiative for contact centers, since customer experience is now the top brand differentiator and many customer interactions begin in the contact center.

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Dialpad adds agent empowerment to its portfolio of contact center AI capabilities

New CEO Alan Masarek talks the future of Avaya

Earlier this month, communications provider Avaya Holdings Corp. pre-announced a significant earnings miss. In conjunction with that news, the company announced it was changing its chief executive officer.

Out was longtime CEO Jim Chirico, who was a strong operational type of leader. In is Alan Masarek (pictured), the person who revived Vonage from the ashes and through a series of strategic acquisitions set the company up to be purchased by Ericsson.

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New CEO Alan Masarek talks the future of Avaya

With new $600M financing, Contentsquare aims to humanize digital interactions

The pandemic-induced digitization of everything has been well-documented as businesses had to shut their doors and find a different way of interacting with customers via digital initiatives.

Prior to the pandemic, digital transformation was something most companies were just thinking about. Post-pandemic, it’s something most companies rely on to transact business and provide service and everything else in the customer lifecycle.

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With new $600M financing, Contentsquare aims to humanize digital interactions

Avaya taps industry vet Alan Masarek as new CEO

Communications systems provider Avaya Holdings Corp. today named Alan Masarek its next president and chief executive.

Masarek will join the company on Aug. 1, succeeding Jim Chirico, who will also resign his position on the board. Chirico has been with Avaya for 15 years, serving as the company’s CEO for the past five. Previous to that, he was Avaya’s chief operating officer and global sales leader.

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Avaya taps industry vet Alan Masarek as new CEO

Dialpad rolls out AI-infused customer satisfaction scoring

It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator.

Every contact center-as-a-service vendor leads with this when talking about reasons why contact centers need to be modernized. My research shows that today, 90% of businesses compete on customer experience compared with only 24% five years ago.

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Dialpad rolls out AI-infused customer satisfaction scoring