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#GenerativeAI update: @Dialpad will leverage Google Cloud LLMs to deliver 12 new contact center and sales features through its AI-powered customer intelligence platform: buff.ly/3pows4B

Omdia recently published its "Workforce Engagement Management Forecast -- 2022--27 Data" report, which tracks and forecasts the growing #workforceengagement management market across seven #contactcenter technology subsegments, five…lnkd.in/eWxEJUqY omdia.com

As a follow-up to #Omdia's "Workforce Engagement Management Forecast -- 2022--27 Data" report, Omdia published the Workforce Engagement Management Forecast --2022--27 Analysis report. This report reveals global #WEM market growth,…lnkd.in/eTEYSpPX omdia.com

AI in the contact center is rapidly evolving. Here’s an interesting session on AI stats and #GenerativeAI use cases in the #contactcenter with Alan Ranger (Cognigy), Tim McElgunn (ICMI), and me, (Omdia). lnkd.in/ev84ZxfR

'Exceptional consumer experience is not a sequence of disconnected calls, chats, or bot interactions. Journeys should be intuitive, connected, and personal,' said Barry Cooper, president of #CX at #NICEi23 #contactcenter

‘Any AI is only as smart as the data it’s trained on. Enlighten is trained on actual interactions. CXone has AI for CX embedded and operationalized across all applications.’ said Barry Cooper, president of #CX at #NICEi23 event #contactcenter

At its #Engage2023 event, Verint unveiled its open #CCaaS platform, offering freedom & flexibility to future-proof #contactcenter investments. It aims to deliver #CX automation and lower operating costs. Customers can choose any telephony partner they want.

At #Engage Verint CEO Dan Bodner said: It’s hard to find, train, & keep agents & make them productive. The solution is more tech. Today, brands are looking to elevate #CX and reduce cost. Verint's response: its open CCaaS sol, putting CX automation first. #contactcenter

At #Engage2023 Verint unveiled its Engagement Data Insights, so #CX pros can use nat lang search & #GenerativeAI to see what's happening in their biz. It draws on data in the Engagement Data Hub & is powered by Da Vinci AI. The Hub and Da Vinci help drive its CCaaS platform.

Macroeconomic concerns, interest rates, labor costs, efficiency & great #CX are top concerns for #contactcenters. That’s where innovation comes in. With Genesys you can gain efficiency, automation & innovation and AI is in the middle of it all, said @tony_bates71 at #Xperience23

A lot of customers use #NPS, but it has challenges. That’s why Genesys launched its Experience Index (EI) said CEO @tony_bates71 at #Xperience23. EI combines sentiment w/ industry benchmarks & data from the Genesys Cloud CX platfo…lnkd.in/eJHg-8bN lnkd.in/e53n-i8A

Hat tip to CEO Kyle Johnson & his team at non-profit Lighthouse Works for using its proprietary API and the Genesys Cloud CX platform to create more than 25% of new jobs for the blind in the U.S. last year. #Xperience23 #contactcenter #CX

Great hiring advice: At #Xperience23, Virgin CEO Richard Branson told Genesys CEO Tony Bates leaders should hire people who look for the best in others & encourage them, not someone who sees the worst in others. That can quickly ruin the culture of a co…lnkd.in/edfGqG_W

I'm looking forward to this discussion with Jane Hendricks from Genesys about the transformative potential of #AI in the modern #contactcenter. x.com/Genesys/status…

#AI is augmented intelligence and artificial intelligence. This is why we created Enlighten CoPilot and Enlighten AutoPilot --Barak Eilam #NICE #analystsummit #experiencecontinuum #CX #contactcenter

On #Enlighten's keys to success: Successful #AI requires all inputs of CXs managed on 1 platform. Models build from industry interactions for continuous improvement. Consistently applied on all interax. Platform for managing AI inputs. Integrated in the entire CXone suite. #NICE

8x8 says 92% of orgs agree creating consistent CX across departments is a priority; however, only 6% said their CX is “very consistent” across depts. So, 8x8 announced 8x8 Engage for non-contact center emps (think sales, customer success, account managers, etc.) #8x8AnalystSummit

Regarding levels of experience orchestration, most companies are at Level 2 (predefined dialog automation). They should be moving toward Level 5 (universal orchestration) Tony Bates, CEO of Genesys, said during #Xperience24

Looking forward to presenting with my colleague David Myron Omdia on Tuesday at #EnterpriseConnectAI. Come and learn our insights about the top applications for #AI in the contact center. ai.enterpriseconnect.com

Also looking forward to presenting with my colleague Mila D'Antonio on Tuesday at #EnterpriseConnectAI. Happy to share our research on #AI in the #contactcenter Omdia