CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.
He's joined by four prominent CX analysts to dissect each story.
In this edition, our CX experts include:
- Zeus Kerravala, Principal Analyst at ZK Research
- Liz Miller, VP & Principal Analyst at Constellation Research
- Shelly Kramer, President & CEO at Kramer & Company
- Keith Kirkpatrick, Research Director at The Futurum Group
During the conversation, they share more insight into each of the three following news stories:
A New Lawsuit Alleges That a CCaaS Vendor Recorded a Domestic Violence Hotline without Permission
The lawsuit also accuses the vendor of mining those for communications to improve its own services. Yet, it's far from the first filing from across the space to make this accusation.
Microsoft Launches a New Contact Center Integration Model for Teams
Once teased as "Power", the new model goes by the name "Unify" and is Microsoft's third solution for contact center vendors to attach their offerings to Microsoft Teams.