N de Kouchkovsky

CMO, market developer, GTM expert, and advisor; helping B2B software companies grow. All things customer experience/engagement. Postings are my own.

[Sheila McGee-Smith @McGeeSmith]

Customer Interaction Data Platform choices in the graphic. @8x8 combines data from 8x8 and technology partners WITHOUT moving the data, instead accessing data in real-time when required. Feeds a #CDP, does not replace it. #8x8AnalystSummit

[Sheila McGee-Smith @McGeeSmith]

Sam Wilson: Don't think of @8x8 Engage as a cheap or light #contactcenter. It's a product designed for employees not in the CC who need features like queuing, Bots, QM, etc. Analogy: SUV is not a car or a truck - it is a new kind of vehicle. #8x8AnalystSummit

[Michelle Lighton Hernandez @michellelighton]

As we approach 2024, it's crucial to stay ahead & anticipate the emerging trends & challenges in the #ContactCenter industry. Join us as we'll explore the top 5 predictions & trends for 2024. Register now! @McGeeSmith @Mike_Burkland @NikiHall @Five9 https://t.co/YWWvX6YPai

[N de Kouchkovsky @nicolask3]

@miladantonio @Verint @miladantonio did Verint share stories of customers having adopted their Universal Routing for voice?

[Liz Miller @lizkmiller]

Saying farewell to Arizona and #VerintAnalystDay where we laughed...renamed bots (The Sheila Bot is a delightfully sassy addition to the fam) ...agreed training in the gym is important but so is WFM for bots. Thanks to Team @Verint for a wonderful time!!!

[N de Kouchkovsky @nicolask3]

@RGareiss @Verint I have to commend Verint for showing how its data hub can fit in the broader enterprise data ecosystem picture

[N de Kouchkovsky @nicolask3]

@blairplez @Verint All the examples I was given were WEM integrations, not routing integration. Thus my question

[Robin Gareiss @RGareiss]

Verint Bot pricing model shows huge #ROI. In an example with Verint's Voice Containment Bot at #VerintAnalystDays, CEO Dan Bodner showed these figures:

$5.50 cost of agent labor per interaction
$0.06 cost of Verint software to empower agent
$0.20 cost of Verint bot per contained interaction

For a Verint Quality Bot
$0.15 cost of supervisor quality evauluation per interaction
$0.01 cost of Verint software to enable supervisor
$0.03 cost of Verint quality bot

Keep in mind that not every interaction is contained, for example, so these examples show per-interaction cost. In the chart below, Verint shows a scenario where a team of bots help in a variety of areas, resulting in a 20% increase in agent capacity.

#CX #bots #contactcenter #agents

[MaribelLópez #tech #AI #analyst Lopez Research @MaribelLopez]

I’m glad to hear @NiceLTD talking about the Unified data layer within its CX stack. It will be interesting to learn more about how it integrates to other app data such as CRM, logistics etc. #NICESummit #analystsummit #MakeExperiencesFlow #ExperienceContinuum

[Dave Michels @DaveMichels]

Forbes: How Cisco’s Webex Plans To Beat Zoom https://t.co/X4PrdjCz8A

[Michel Goya @Michel_Goya]

Le courage, c'est de l'élégance sous la pression
Zeinab Kazempour a été condamnée à 74 coups de fouet pour atteinte à la pudeur publique.

[Liz Miller @lizkmiller]

"It does what it says it does..."

THE most @Zoho statement ever. 🤣

Team should be extremely proud of 100M users.

Some context:
- 0% external funding
- Hit 1M users in 2008. Last 50M users in last 5 years!
- NO ad-revenue on free products
- 55+ business apps

Congrats Team!

[Dave Michels @DaveMichels]

Today, @Zoom Video Communications, Inc. announced that Zoom AI Companion (formerly Zoom IQ), the company’s generative AI digital assistant, is now included at no additional cost for customers with the paid services in their Zoom user accounts

[Genesys @Genesys]

𝙉𝙀𝙒𝙎: Genesys Q2 Fiscal Year 24 results are in for #GenesysCloudCX 💪

👥 Surpassed 1 million users
💰 Generated nearly $1.2 billion in annual recurring revenue in Q2
📈 Continued strong gains with over 50% year-over-year revenue growth

Learn about these accomplishments ↓

[N de Kouchkovsky @nicolask3]

Couldn't agree more: Generative AI will transform how Conversational AI systems are set up and promises to slash complexities

[Max Ball @jmaxball]

How you can build #chatbots that would make Michelangelo proud. All it takes is a little #generativeAI and some #LLM. Now you are releasing the app instead of building from scratch.

https://t.co/TO70kt0yta
#conversationalAI

[N de Kouchkovsky @nicolask3]

This is big news

[Dave Michels @DaveMichels]

A big shake-up is happening at hybrid distributor ScanSource, with modern communications and cloud president John DeLozier and Intelisys vice president of sales Chandler L. Legarreta leaving the business. https://t.co/jDdIZ1pP2R

[Sheila McGee-Smith @McGeeSmith]

All the components of @Twilio #CustomerAI, the first announced today. #SIGNALConf

[N de Kouchkovsky @nicolask3]

Interesting flip back

[Peter Rad @radinfo]

SPIFFs are back in full force (7x-10x) for #UCaaS deals.
When sales stall, providers throw money at the partners to sell more. It doesn't quite work that way though. More thoughts: https://t.co/oy2OnwmoJz