Avaya LLC‘s and the International Avaya Users Group‘s annual Engage user conference in Orlando this week is the first major event for the business communications provider since it completed its financial restructuring.
This week 8×8 Inc. held a financial and industry analyst event at the Nasdaq building in Times Square, and with a venue like that, one would expect something big. The company certainly delivered, going news-heavy today by loading up its product with several new artificial intelligence capabilities targeting customer experience improvement.
This week the largest cloud computing vendor, AWS, is holding its 11th re:Invent conference. Given its leading position in Infrastructure as a Service (IaaS), much of the news revolved around infrastructure.
Over the past few years, AWS has been offering a handful of SaaS services, one of which is its Connect contact center product, and the company announced several new capabilities to this solution.
Customer experience (CX) is now the top brand differentiator and outweighs price, product quality and all other factors. An interesting data point from ZK Research is that last year two-thirds of millennials changed loyalties to a brand because of a single bad experience.
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.