Digital T - Issue 6

ISSUE 6

July

2021

Brought to you by

MA R C H 16 & 17 | 2 0 22 LA S VE G A S CO NVE NTI ON C E N TE R

Issue 6 - July 2021

Welcome to the July 2021 Edition of Digital T! This e-magazine is packed with vital tips, news, and the latest developments for customer experience, IT, and call center professionals. We aim for Digital T to serve as a newsletter to help inform industry leaders the happenings and up-and-coming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets.

Digital T is the official-magazine of The Call & Contact Center Expo, taking place March 16th & 17th, 2022 at the Las Vegas Convention Center.

Check out this month’s articles and stay ahead of the digital curve!

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Issue 6 - July 2021

Monthly Tech Update

AI Transforming Customer Service With technology so easily accessible these days, customer expectations are higher than ever before. Consumers want instant gratification and will no longer tolerate anything less than perfect service, especially when it comes to wait times. The fact that technology, and particularly Artificial Intelligence (AI), is now so very commonplace and more affordable than in the past, is bringing call centers into the modern age, making them more focused on the customer experience and less on cutting costs.

According to a recent study, improved customer experience (CX) is now the primary driver of AI implementation decisions at 53%, while cost reduction has dropped to second place at 48%. AI is entirely transforming CX by providing real-time feedback, predictive analytics, and in-depth analysis. It has evolved beyond just the simple “Press 1 for English”, and can now provide real answers to customer questions, more efficiently route inquiries, and provide 24/7 customer support.

See Full Article

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Issue 6 - July 2021

Exhibitor Spotlight

Cloudonix Partners with Balto AI to Help Contact Centers Close Deals 3 Minutes Faster Cloudonix and Balto are pleased to announce that they have partnered to help contact centers close deals faster and reduce the time that agents need to be on a call. These time savings will result in both measurable increases in sales and reduced call center expenses.

To kick off this partnership, Cloudonix COO, Eric Klein and Balto CEO, Marc Bernstein will co-host a webinar on July 13th at 11:00 CST called “Get ‘em on the hook, and reel ‘em in. Close deals 3 minutes faster per call with Cloudonix and Balto.”

See Full Article

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Issue 6 - July 2021

Exhibitor Spotlight

Call Center Services International (CCSI) strives daily to be the world’s best value-based Call Center for Companies seeking a nearshore solution. CCSI’s expertise in business functions includes U.S. Debt Collection, Inbound/Outbound Customer Service, Telephone Sales, Lead Generation, Order Fulfillment, and Back Office Process. This enables them to offer a wide range of solutions designed to implement and manage your call center according to your needs and business goals.

CCSI has over 35-years of expertise in successfully establishing U.S. Companies in Mexico. They provide their clients with a lower cost nearshore solution that delivers a talented workforce with top quality service and outstanding customer satisfaction.

See Full Article

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Issue 6 - July 2021

Solution of the Month

Zoom Video Communications Inc Zoom is the leader in modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems. Zoom Rooms is the original software-based conference room solution used around the world in board, conference, huddle, and training rooms, as well as executive offices and classrooms. Founded in 2011, Zoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Zoom is a publicly traded company on Nasdaq (ticker: ZM) and headquartered in San Jose, California.

Zoom Video Communications Inc

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Issue 6 - July 2021

Meet The Innovators Check out these highlights for the heroes of Digital T - July edition! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!

Neel Mehta Product Manager - Google, Author - Swipe to Unlock Neel Mehta is a product manager at Google and helped launch the newest line of AMD-powered Chromebooks for consumers and enterprises. He previously helped launch Microsoft Office’’s Planner and worked at Khan Academy and the US Census Bureau. He has co-authored three #1 bestsellers: Swipe to Unlock, Bubble or Revolution, and Product Management’’s Sacred Seven. Neel earned his AB in Computer Science from Harvard.

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Issue 6 - July 2021

Meet The Innovators a

Parth Detroja Product Manager - Facebook, Author - Swipe to Unlock Parth Detroja is a 3 time bestselling author who has been featured in the Wall Street Journal, Forbes, Business Insider, Inc. and more. His book Swipe to Unlock has sold over 100,000 copies and been translated to nearly a dozen languages.

In addition to writing, Parth is also a distinguished Product Manager who has led product efforts at top companies that range from bringing music to stories on Facebook and Instagram to helping make Prime the largest subscription in the world at Amazon.

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Issue 6 - July 2021

Meet The Innovators

Aditya Agashe Product Manager - Microsoft, Author - Swipe to Unlock Aditya Agashe is a prominent Program Manager at Microsoft where he works on Azure cloud computing to build hyper-converged and hybrid features that help customers adopt cloud technologies.

He previously managed product and engineering teams as the founder of Belle Applications and Head of Product at Speare.

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Issue 6 - July 2021

Partner Shoutout

Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities in customer engagement and satisfaction.

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Looking to be included in an upcoming edition of Digital T? Contact Eddy Lawrance at eddy.Lawrance@prysmgroup.co.uk for more information.

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