<  Back to videos

The Next Generation of Contact Center (CCaaS) Technologies

August 18, 2021

The importance of happy customers cannot be overestimated. Harvard Business Review has noted that companies who achieve industry leading NPS scores grow revenue 2.5 times faster than their peers. The enterprise contact center is at the center of your customer experience and can make or break a customer relationship.

Watch this recording to learn about:
‍

  • Why organizations are migrating from legacy call center technologies to cloud-based contact center: Create a world-class customer experience | How Artificial Intelligence and Machine Learning are changing the game | How integrations play a key role in the customer / agent interaction | How intelligent reporting leads to better business outcomes
  • Hear from our favorite CCaaS providers – their story and where they fit in the market
  • Have your questions answered by a live panel of CCaaS experts
You might also enjoy

LiveAI - AI-Powered Data Insight - Greg Statton - Cohesity

How can AI break down knowledge silos and empower global collaboration?  In this episode of LiveAI, host Tony Olzak and his guest Greg Statton dive in for an in-depth look at a real-world AI implementation. They discuss how a multi-national client of @CohesityInc built out a massive data retrieval pipeline, fueled by AI, to facilitate knowledge sharing across R&D departments worldwide. Greg and Tony discuss the technical challenges, the innovative design, and the transformative results. They also explore other game-changing applications and new developments in GenAI. This is a can't-miss conversation that offers a glimpse into the future of knowledge management.

‍

‍

LiveAI - Defending Against Adversarial AI - Spencer Thellmann - Palo Alto Networks

Coming in hot with a special episode of LiveAI to tide you over until season two officially launches! Your LiveAI host Tony Olzak couldn't wait for season two to find more emerging AI advantages, so he sat down with Spencer Thellmann to learn how he's defending adversarial AI with AI at ‪@paloaltonetworks‬. Their discussion includes the rise of prompt injection attacks, the process of developing a defense against something non-deterministic in nature, why it's essential to look at what users are asking your AI app, and much more!

After listening in, let us know if you want an invite to Tony and Spencer's GenAI-planned dinner outing. We'll get you on the list!

LiveAI - Launching QA Efforts into Hyper Speed with AI - Episode 12

Join Trace3 CTO Tony Olzak for the season one finale of LiveAI! In this episode, Tony is joined by Kevin Surace, the renowned "Father of the Virtual Assistant" and CTO of @Appvance. Together, they discuss the evolution of virtual assistants and their role in modern AI and how GenAI is reshaping software development and testing. This is an episode you won't want to miss. We'll be back in 2025 with insights into more real world, live GenAI use cases in season two of LiveAI!