One of the major announcements at contact-center-as-a-service leader NiCE Ltd.‘s Interactions user event in Las Vegas last week was a partnership with Snowflake Inc., the cloud-based data warehousing company. This might seem like a strange partnership as typical partners for contact center vendors include customer relationship management companies, service firms and the like, but this addresses a huge customer pain point, which is management of data.
Jeetu Patel, Cisco Systems Inc.‘s president and chief product officer, told me before last week’s annual user event that it would be “the most consequential Cisco Live of the past decade and perhaps longer.” There were a few reasons for Patel’s bullishness. The first is artificial intelligence. The core tenet of my research is that share shifts happen when markets transition, and Cisco’s ability to articulate its strategy now will allow it to rise when the AI tide does.
Customer Contact Week, being held in Las Vegas, is where customer experience vendors gather to show off the latest and greatest innovation. This year’s show is particularly interesting as artificial intelligence is now in full swing with all vendors that work in the contact center ecosystem.
HP Inc. unveiled its new Dimension product with Google Beam at this week’s InfoComm with a goal of transforming how people collaborate in this new world of work where remote employees are the norm. The joint product looks to address the growing problem of creating human connections with a distributed workforce.
As zero-trust security vendor Zscaler Inc. held its user event, Zenith Live, this week in Las Vegas, Chief Executive Jay Chaudhry sought to shift the company’s traditional narrative. In his Tuesday keynote, rather than focus on Zscaler as a replacement for virtual private networks and firewalls — though that was clearly articulated as well — Chaudhry (pictured) emphasized how zero trust everywhere could unlock the potential of artificial intelligence.