Tag: Apps

Speed, Frankenstein, voice and other takeaways from NiCE CEO Scott Russell’s keynote at Analyst Summit

Contact-center-as-a-service leader NiCE Ltd. is holding its analyst event in Vienna, Austria, this week, and it’s the first one with Scott Russell as captain of the Starship NiCE. The chief executive isn’t the only new leader, as Michelle Cooper is now running marketing and Jeff Comstock takes over as the president of products and technology. Russell, Cooper and Comstock all succeeded some of the longest-tenured and successful executives in communications as Barak Eilam, Einat Weiss and Barry Cooper respectively, all stepped down within the last year.

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Speed, Frankenstein, voice and other takeaways from NiCE CEO Scott Russell’s keynote at Analyst Summit

RingCentral dials up native workforce management with the acquisition of CommunityWFM

Cloud communications provider RingCentral Inc. announced today announced it’s acquiring CommunityWFM, a workforce management provider. CommunityWFM will be integrated into RingCentral’s homegrown contact center solution, RingCX. No purchase price was given and CommunityWFM took in no funding, but its revenue is believed to be somewhere in the $5 million to $10 million range.

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RingCentral dials up native workforce management with the acquisition of CommunityWFM

Five takeaways from Zoom’s Perspectives event

Recently Zoom Video Communications Inc. held its annual industry analyst event, Perspectives, at its headquarters in San Jose, and it revealed much about the ongoing evolution of the videoconferencing company. The company’s first act was built on video and given a massive steroid shot during the COVID era, which turned a company few had heard of into a household name. Since then, the company has added a boatload of new features, added enterprise clients, reduced the churn in its online business, and moved into adjacent markets, most notably contact center.

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Five takeaways from Zoom’s Perspectives event

Contentsquare survey shows rising online frustration and falling traffic

For the better part of the last decade, customer experience has ranked near or at the top of every information technology and business leader’s priority list. That’s because 90% of companies compete on CX, significantly up from 26% five years ago. Another interesting supporting data point from my research is that, in 2023, 71% of millennials admitted changing loyalties to a brand from a single bad experience.

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Contentsquare survey shows rising online frustration and falling traffic

Innovation galore at WebexOne: This isn’t your father’s Webex

It has been a busy few days this week at WebexOne in Anaheim, where Cisco Systems Inc. revealed a number of new products and solutions for its conferencing and collaboration unit, including devices powered by Nvidia Corp.’s artificial intelligence engine.

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Innovation galore at WebexOne: This isn’t your father’s Webex