Customer Contact Week, being held in Las Vegas this week, has evolved from focusing on hard-core contact centers to a broader customer experience event. This aligns with the contact-center-as-a-service or CCaaS providers’ direction, where their products have expanded beyond the traditional agent to other customer-facing roles.

Read More About
Five9 integrates with Salesforce to evolve into a CX platform

We’ve all faced the frustration of interactive voice response (IVR), which often fails to address specific problems and can be highly irritating. IVR systems make getting through to an agent difficult, leading to a poor customer experience (CX). At Customer Contact Week (CCW) Las Vegas 2024, Talkdesk launched two new generative AI (Gen AI) tools that address the challenges associated with traditional IVRs.

Read More About
Talkdesk Unveils Navigator at Customer Contact Week 2024

Memorial Day has passed, meaning conference season is shifting into high gear. The first event after the long weekend is Cisco Live, held this week in Las Vegas. Since this event falls between Enterprise Connect and WebexOne, Webex announcements are typically lighter, but that wasn’t the case this year. The news from the 2024 edition of Cisco Live focused on two areas – customer experience and hybrid work, which is consistent with the innovation from Webex over the past couple of years.

Read More About
Customer Experience and Hybrid Work Highlights Webex News at Cisco Live

The 2024 edition of Cisco Systems Inc.’s global user event Cisco Live is particularly important, as artificial intelligence has redefined networking, security, observability and collaboration. The fundamental tenet of my research is that share shifts happen when markets transition, putting the incumbent vendors at risk if they don’t evolve with the industry. In the past, Cisco has leveraged market transitions to grow its share in switching, voice-over-internet-protocol, Wi-Fi, security and other areas.

Read More About
Cisco Live Day 1 news brings together networking and security