During our inaugural CX Summit, we were delighted to welcome many prominent experts in CX technologies.
Now, we’ve reached out to many of them once again, asking ten specialists to share their top CX products currently taking the space by storm.
Find below the answers of the following CX leaders:
- Alex German, VP of Commercial Sales, Kustomer
- Zack Taylor, Director of Strategic Communications, Cisco Contact Centre BU
- Rowan Trollope, CEO, Five9
- Julien Rio, VP of International Marketing, RingCentral
- Neil Titcomb, Managing Director UK&I, Odigo
- Paul Lang, Head of Contact Centre Solution Marketing, Avaya
- Steve Bell, Senior Director of Product Marketing, Talkdesk
- Tim Pickard, Chief Marketing Officer, Sabio
- Alberta Bosco, Product Marketing Manager, Puzzel
- Jessica Kimmet, Product Manager, Streem
1. Alex German:
“There are a few popular products, starting with the CRM and omnichannel timelines, which enable better human support. With all the channels and systems integrated into a single timeline view, contact centre teams can deliver fast, personal customer support.
“If I’m an agent and I can help a customer on a social channel, - e.g., on Instagram DM, - and I should be able to offer a refund, edit, or exchange without leaving them.
With such an omnichannel system, the customer can switch to another channel and the agent doesn’t lose history or context, so the conversation can start where the last one ended.
“The next CX product is Kustomer’s state-of-the-art conversational assistance, which leverages CRM data. For example, if a customer buys the wrong product and messages the business through a chatbot, the technology should access data like the order info, the refund exchange, and the entire lifetime value of that customer. Based on this, the bot can alter its responses, so there is really no need for human interference.”
2. Zack Taylor:
“New forms of customer engagement are becoming extremely popular. Messaging is an excellent example of this.
"Customers want to message companies as easily as they message a friend. Such a reality is foisting itself on large businesses, and many of them are making nice progress in assimilating those expectations into their businesses.
“Definitely messaging and new forms of digital engagement are at the top of the list.”
3. Rowan Trollope:
“Beyond the intelligent virtual agents (IVAs), there is an enabling technology called Five9 Voice Stream. It’s a way for all these nifty new businesses to thrive and to plug into our platform very easily.
“Agent assist has also become popular, helping agents by automating many manual tasks. It also helps supervisors and managers with coaching opportunities, task lists, and more.”
4. Julien Rio:
“The first half of the RingCentral portfolio powers internal communication and collaboration. This includes telephony, messaging, video conferencing, and webinar products. What really matters is all of this merges into a single platform.
Nowadays, you may be attending a meeting from your phone or your laptop or your desktop. You might be in your car or in your office.
“There are so many ways of working that you don’t have one product that’s more important than the other. What’s important is that everything communicates together.
“The other half of RingCentral portfolio is everything around contact centre. Being able to merge the channels together makes it so much easier for the agents and generates much better experiences for the consumer, regardless of the channel.”
5. Neil Titcomb:
“We have an application which we call the “Odigo Concierge”, and that very much focuses on self-sufficiency in using AI to create much more personalised, intuitive experiences for customers to navigate using NLP.