Name: Navigating the New Normal for Call Centers
Start: 2022-11-08T10:00:00Z
End: 2022-11-08T10:00:53.000Z
Location: BrightTALK
Rating: 5

The award-winning Cyara Automated CX Assurance Platform enables companies to deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels.


One of the most important and least talked about components of the modern cloud contact center is the process of monitoring and evaluating customer service interactions that occur in those final stages of the customer journey.

 

In this webinar, Norm Kayserman, Cyara Product Evangelist, answers these questions and more:

-What’s making last mile assurance more difficult in today’s technology environment?
-What should you implement for effective last mile monitoring?
-What can successful last mile monitoring do for you and your customers?
 

Kayserman also discusses remote work challenges in contact center operations, how to evaluate the quality of Mean Opinion Score (MOS), a crucial metric in customer communication, and how to understand key quality metrics like roundtrip timing, packet loss, jitter and their influence on call quality.

 

Watch this informative talk now!

Voice Quality - Last Mile Monitoring for Cloud-Based Contact Centers

Moving contact centers to the cloud is a topic on the table in boardrooms around the world. One of the key benefits tipping the scales when deciding to embrace a CCaaS platform is the availability of conversational AI to power self-service solutions. Unsurprisingly, organizations that employ conversational AI see a 3.5-fold increase in customer satisfaction rates.

How can you unlock the potential of Conversational AI as you move to the cloud?

Join Cyara’s Product Evangelist and Cloud Expert, Andriy Zakharchenko and Senior Director of Digital and Chatbot Expert, Christoph Börner for a 30 minute webinar to:

Introduce the modern cloud-based contact center
Explore the key decisions you face as you prepare for new Conversational AI-driven customer journeys
Walk through the conversational AI development lifecycle.
This session will help you embrace the jump to the cloud and deploy conversational AI with confidence while up-levelling your customer experience.

The Two Pillars of Modern Contact Centers-Cloud & Conversational AI

Are you trying to improve IVR and chatbot containment?  What about improving IVR developer and tester productivity?  Dive into the insightful findings from Forrester's Total Economic Impact study, showcasing the benefits Cyara customers experience - including a 334% ROI.  Industry experts Bill LaRuffa (Director, Solutions Architect) and Max Traeger (Senior Account Executive) are hosted by Clara Eckel (Product Marketing Manager) as they share their knowledge and real-world success stories.

Here's what you'll learn:
-Key ROI Insights: Uncover the secret behind achieving a 334% return on investment.
-Real-World Success: Learn from practical examples in insurance and pharmaceuticals.
-Custom Solutions: Understand how Cyara's solutions can be tailored to your business needs.
-Strategic Transformation: Gain insights into streamlining processes and reducing costs. 

Don't miss this opportunity to elevate your business strategy and customer experience. Tune in now!

What is a Realistic ROI of Transforming Your CX?

In a world where technology is rapidly evolving, the fusion of conversational and generative AI is shaping a new horizon for businesses and consumers alike. 
This exciting subject is the topic of this groundbreaking webinar that brings together the expertise of Sarah Rojewski (Manager of A.I. & Automation at Telefónica Germany), Christoph Börner (Senior Director Digital Cyara / CEO & Founder Botium), and Joël Plazzotta (Account Exec. EMEA & LATAM at Teneo.ai).

What to Expect:

Telefónica's Vision: Discover how a global telecommunications giant envisions the role of generative AI in reshaping customer interactions and services in the telecommunication sector and beyond.

Challenges & Triumphs: While the promise of generative AI is immense, it isn't without its challenges. From ethical considerations to technical hurdles, our panel will shed light on the roadblocks and how they are being addressed.

The Road Ahead: Explore the potential future applications and evolutions of Generative Conversational AI. What does the next decade hold, and how can businesses prepare and adapt?

Join us for an enlightening session as we demystify the confluence of generative and conversational AI. Whether you're at the helm of a business, a tech aficionado, or simply curious about the future of dialogues, this webinar promises to offer a glimpse into a world where conversations are not just responded to but created.

Conversations Created: Generative AI's Role in Tomorrow's Dialogues

Join us on August 30th at 5pm GMT (9am PDT) for our webinar tailored to Cyara customers, "Cyara & Spearline Better Together: Transforming CX with Speed, Quality, and the Power of AI." 

Cyara’s Ola Budak (Product Manager) and Bill LaRuffa (Director Global Solutions Architect), will discuss what the recent Spearline acquisition by Cyara means for you and how it will revolutionize your customer experience.

During the webinar, you can expect to:

Gain a comprehensive understanding of Cyara's journey and achievements so far.
Learn how Cyara leverages AI to drive CX transformation.
Get introduced to the full suite of Cyara products designed to enhance your CX strategy.
Discover upcoming product releases and updates that will shape the future of CX.
Have your questions about Spearline and Cyara's suite of products answered by our experts.

If you can’t attend the live webinar but would like to learn more, please register your details and we’ll send the session recording to your inbox after the event!

Cyara & Spearline Better Together: Transforming CX (Cyara Customers)

Join us on August 23rd at 5pm GMT (9am PDT) for this webinar tailored to Spearline customers, "Cyara & Spearline Better Together: Transforming CX with Speed, Quality, and the Power of AI."

Cyara’s Ola Budak (Product Manager) and Bill LaRuffa (Director Global Solutions Architect), will discuss what the recent Spearline acquisition by Cyara means for you and how it will revolutionize your customer experience.

During the webinar you will:

Learn how Cyara leverages AI to drive CX transformation.
Get introduced to the full suite of Cyara and Spearline products designed to enhance your CX strategy.
Discover upcoming product releases and updates that will shape the future of CX.
Have your questions about Spearline and Cyara's suite of products answered by our experts.

If you can’t attend the live webinar but would like to learn more, please register your details and we’ll send the session recording to your inbox after the event!

Cyara & Spearline Better Together: Transforming CX (Spearline Customers)

Do you want to know the latest innovations in cloud migration and learn some tried and true best practices on moving to the cloud? AWS and Cyara partner to offer best practices on cloud migration. Join Eric von Paternos, Cyara’s Global Head of Amazon Partnership & Channel and Clarence Choi, AWS Partner Solution Architect-Amazon Connect on Thursday August 10, 2023 at 1:00PM EST for a 30 minute webinar, to learn:
-How AWS+Cyara work together to guide customers through the migration journey
-Lessons learned to avoid pitfalls along the migration journey
-Understanding the challenges you may face as part of your migration

Register today!

Modernize Your Contact Center: AWS+Cyara Offer Best Practices on Cloud Migration

Sebastien Mancel, Director of Product Management at NICE, and Tsahi Levent-Levi, Senior Director of Product at Cyara, discuss how NICE works closely with Cyara to improve agent productivity and customer experience by closing the loop and enabling low-cost, high-quality communication. 

During the webinar, you will learn how to:

Better support remote and offshore agents in a work-from-home environment.

Enable broad adoption of WebRTC across your organization and lower cost-to-serve while delivering the highest quality communication for your customers.

Remove friction and reliance on the agent to troubleshoot issues.

Implement active and continuous monitoring of remote agents.

Proactively identify and resolve issues around call quality, dropped calls and call refusals and get alerts for faster resolution and to lower impact on customers.

Easily integrate with ticketing systems and automate ticket creation without interaction from anyone.

Identify outliers very easily by comparing agents objectively. Find out how to get the ability to show how agents perform in terms of quality of service and how they improve over time.

How NICE & Cyara are Closing the Loop to Achieve Operational Excellence

How many times, today, has the topic of Large Language Models (LLMs), ChatGPT, conversational AI, and robots taking over the world come up already? 
These buzzworthy terms and the technology behind them are rapidly evolving, and as they do, questions about the ethics of and how to use them abound. 
Please join Conversational AI expert in the field Christoph Börner and subject matter expert and enthusiast Kelly Zunker from Cyara in this brief webinar as they sit down to discuss the questions they’re coming across on this topic and answers that can shed some light on LLMs in regards to what they are, how they can, should and will be used, challenges we’re facing in using them responsibly, and where the industry is headed.

What Is an LLM & What Is It Used For?

Cyara invites you to sit in on a conversation with George Seddon, Vitality’s Group Contact Routing Manager. As the expert in charge of his organization’s contact center platform, George is leading the cloud migration project and will share insights on Vitality’s approach to planning for this transformation, and offer some advice for others starting or moving through similar migrations, including some of the best practices he’s found to be key in collaborating, aligning efforts, meeting project timelines, and leveraging solutions and services to maximize efficiency.

How Careful Planning & Due Diligence are Steering Vitality to Cloud Success

Join us on June 29th at 5pm GMT (9am PDT) for our live webinar "Cyara & Spearline Better Together: Transforming CX with Speed, Quality, and the Power of AI."

Cyara’s Ola Budak (Product Manager) and Bill LaRuffa (Director Global Solutions Architect), will discuss what the recent Spearline acquisition by Cyara means for you and how it will revolutionize your customer experience.

During the webinar you will:

Learn how Cyara leverages AI to drive CX transformation.
Get introduced to the full suite of Cyara and Spearline products designed to enhance your CX strategy.
Discover upcoming product releases and updates that will shape the future of CX.
Have your questions about Spearline and Cyara's suite of products answered by our experts.

If you can’t attend the live webinar but would like to learn more, please register your details and we’ll send the session recording to your inbox after the event!

Join us on June 27th at 5pm GMT (9am PDT) for our live webinar "Cyara & Spearline Better Together: Transforming CX with Speed, Quality, and the Power of AI." 

Cyara’s Ola Budak (Product Manager) and Bill LaRuffa (Director Global Solutions Architect), will discuss what the recent Spearline acquisition by Cyara means for you and how it will revolutionize your customer experience.

During the webinar, you can expect to:

Gain a comprehensive understanding of Cyara's journey and achievements so far.
Learn how Cyara leverages AI to drive CX transformation.
Get introduced to the full suite of Cyara products designed to enhance your CX strategy.
Discover upcoming product releases and updates that will shape the future of CX.
Have your questions about Spearline and Cyara's suite of products answered by our experts.

If you can’t attend the live webinar but would like to learn more, please register your details and we’ll send the session recording to your inbox after the event!

Migrating your contact center operations to the cloud is complicated. It can be extremely beneficial to hear from other organizations who've made this transformative transition. We invite you to join April Del Angel-Potter, Operations Technology Support Manager for Pitney Bowes and Clara Eckel, Product Marketing Manager at Cyara for an open discussion on the work April and her team did in the planning, execution and management phases of Pitney Bowes's migration to CCaaS status. She'll share insights and advice about what was helpful, and a first-hand account of CCaaS migration, so you can walk away with a few best practices to help you on your own journey to the cloud.

Planning, Processes, & Practices that Led to Cloud Success with Pitney Bowes

Watch this webinar with Salesforce and gain invaluable real-world insights into the benefits of phone number testing. Co-hosted by David Conway, Lead Systems Engineer at Salesforce and Ola Budak, Spearline Product Manager at Cyara, this 45-minute session takes you through Salesforce's phone number testing experience.

#contactcenter #continuoustesting #cxassuranceplatform #testautomation

The Power of Phone Number Testing-How Salesforce Optimizes Customer Connections

Contact centers are modernizing on the cloud to deliver better customer experiences. To ensure contact centers are poised to deliver on this next generation modernization, Cyara and AWS are partnering to deliver solutions that will help contact centers do more with less for their customer experience.

Presenters: 
Shalima Shalbhal - Amazon Strategic partnerships and alliance leader - AWS
Eric von Paternos - Global Channel and Alliance  leader - Cyara

3 Ways You Can Do More with Less for Your CX

McIntosh & Associates, one of the leading call center consulting firms, joins Kelly Zunker from Cyara to explore ways to successfully navigate some of the most sophisticated issues facing today’s contact centers, including managing at-home agents to ensure a quality customer experience.

Navigating the New Normal for Call Centers

Contact Center

cx assurance platform

Digital Transformation

monitoring

Call Center

Customer Experience

Collaboration

Collaboration Tools

At Home Agents

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

The unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Customer Success

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Navigating the New Normal for Call Centers

Presented by

About this talk

More from this channel