New Product Releases

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• Amazon LEX
  — Presented By: Amazon Connect
  

  Amazon Lex is an AWS ML service for building conversational interfaces into any application using voice and text. With Amazon Lex, you can quickly and easily build sophisticated, natural language, conversational bots (“chatbots”), virtual agents, and IVR systems.

• Cognigy Takes Conversational AI to the Next Level
  — Presented By: Cognigy
  

  Cognigy.AI offers an Enterprise Conversational Automation Platform for customer and employee service automation. Available in both on Premise and SaaS, Cognigy.AI enables enterprises to connect to their users on any conversational channel, including chatbots, virtual assistants or voice bots on

• Happitu Improves Agent Enablement with Guidance and Flexible Workflows
  — Presented By: Happitu
  

  In the contact center world, companies often develop their own proprietary internal technology to improve operational efficiency. In some instances, these homegrown solutions prove so effective and versatile that they evolve into marketable products that can be successfully deployed by external organizations. Such is the case with St. Louis-based Happitu,

• Calabrio Advanced Reporting Product Review
  — Presented By: Calabrio
  

  Sheri Greenhaus, Managing Partner of CrmXchange, sat down with Rachel Auer, Product Marketing Manager, Calabrio. They discussed Calabrio’s Advanced Reporting for the modern, multichannel contact center. Q Let’s talk about why a powerful and accurate contact center reporting and analytics

• A Discussion with Nectar Services Corp
  — Presented By: CrmXchange
  

  In the wake of the postponement of Enterprise Connect, CrmXchange’s Managing Partner Sheri Greenhaus spoke with Tim Armstrong, Vice President, Product Management of Nectar Services Corp and Tom Tuttle, Nectar’s SVP of Strategic Alliances. Nectar’s mission is to help ensure 
  

• An Interview with Leaders from CM.com
  — Presented By: CrmXchange
  

  CrmXchange Managing Partner Sheri Greenhaus conducted a trans Atlantic interview with Jeroen van Glabbeek, CEO and Co Founder of CM.com, a mobile messaging and payment platform, and Brian Grushcow, Director for CM.com’s North American division.  JvG Over the past 20

• An Interview with Dan Michaeli, CEO and Steve Kaish, SVP, Glia
  — Presented By: CrmXchange
  

  CrmXchange Managing Partner Sheri Greenhaus has conducted a series of interviews with CX contact center solution providers who were scheduled to exhibit at the cancelled Enterprise Connect conference. Here are excerpts from her conversation with Dan Michaeli, CEO at Glia

• Kathie Johnson, CMO at emerging CCaaS leader Talkdesk
  — Presented By: Talkdesk
  

  CrmXchange Managing Partner Sheri Greenhaus had a conversation with Kathie Johnson, CMO at emerging CCaaS leader Talkdesk, as part of the continuing series of interviews with solution providers.   In the first moments of the crisis, the initial reaction among

• Insights from Nicolas Piël, Founder and CEO of co-browsing specialist Surfly
  — Presented By: CrmXchange
  

  CrmXchange Managing Partner Sheri Greenhaus conducted a series of in depth conversations with CX contact center solution providers who were scheduled to present at the postponed Enterprise Connect event. Here are insights from Nicholas Piël, Founder and CEO of co

• Gladly Raises the Stakes on Personalization by Giving Customers a Self-Service Sidekick
  — Presented By: CrmXchange
  

  Gladly Raises the Stakes on Personalization by Giving Customers a Self Service Sidekick   It’s become almost a cliché to say that no one wants to pick up the phone anymore. But there is plenty of empirical evidences to back up

• CallFinder Enhances Flagship Speech Analytics Solution with Speech-to-Text Transcription and Emotion and Sentiment Analysis
  — Presented By: CallFinder
  

  Vermont based CallFinder uses a simple slogan to extol the benefits of their cloud based speech analytics solution Powerful. Affordable. Easy. The company takes these characteristics seriously when developing new products and capabilities to enhance their highly scalable Software as

• Voicesense Combines Predictive Analytics with Voice Analytics to Foresee Customer Behavior
  — Presented By: Voicesense
  

  Imagine how much easier it would be to prevent customer churn and maintain loyalty if your business could go into each interaction with real time indicators showing when customers are dissatisfied. Or how much more efficiently sales could be conducted

• Avoiding the Breach: Taking the Next Step Beyond PCI-DSS Compliance to Minimize Contact Center Risk
  — Presented By: Eckoh
  

  Whether a company is selling products, providing services, or making reservations for dining or travel, taking credit card information on the phone or in chat sessions is an integral part of customer interactions. While maintaining compliance with PCI DSS standards

• nVoq Agent Assist Tools - Designed by Agents for Agents to Harness the Benefits of RPA
  — Presented By: nVoq
  

  Robotic Process Automation (RPA) has long been touted as the technological foundation of a revolutionary movement to improve the cost efficiency of contact center operations and pave a new path to a consistently superior customer experience. While the potential for

• Leaving the Legacy Behind - Talkdesk Brings the Contact Center Up to Speed with the Digital World
  — Presented By: Talkdesk
  

  It’s not something you haven’t heard before the transition from premises based to cloud based systems has been going on for more than ten years. Cloud initiatives are now commonplace in every type of business system…CRM, Helpdesk, HR, and Finance.

• Twilio - Acquisition of Ytica Signals More Assertive Approach to Expansion in the Contact Center Market
  — Presented By: Twilio
  

  Twilio took a significant step forward in its quest to become a leading player in the contact center infrastructure market with the recent acquisition of Ytica, a specialist in customizable contact center reporting, speech analytics and workforce optimization software. Over

• Calabrio Analytics Offers Triple Threat Capabilities for Building the Bottom Line
  — Presented By: Calabrio
  

  When it comes to increasing profitability in the contact center environment and achieving ROI on technology investments, there are usually three key areas of focus Driving down operating costs by lowering call volume Boosting customer satisfaction and NPS by uncovering

• In an Up and Down Season, New York Mets Team with Avaya to Build a Connected, Collaborative Work Environment
  — Presented By: Avaya
  

  In describing the fate of the New York Mets on the field in 2018, the cliché used by baseball writers and sportscasters is that it’s been a roller coaster ride. After a sizzling start climbing to the top of the

• Sharpen Hones a Platform that Enables Businesses to Perfect the Omnichannel Agent Experience
  — Presented By: Sharpen
  

  One of the most pervasive clichés used by suppliers is that their solution “delivers a seamless customer experience across all channels.” But in the real world, few of these products account for the needs of the agent who is still

• Twilio’s Launch of Flex Platform Is Turning Heads in the Industry
  — Presented By: Twilio
  

  The introduction of Twilio Flex, the company’s first complete contact center platform, was the subject of much speculation before it was unveiled at the 2017 Enterprise Connect conference. The actual announcement generated a tsunami of media coverage during the event,