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Video Library
UCaaS and CCaaS: How Convergence Drives and Disrupts Communications

Watch this webinar to receive an overview of our new UCaaS solution and how it will deliver more value to your contact center.

Vince Mifsud (EI) , Robin Gareiss, (Metrigy Research), Reuben Tozman, (Vidyo) and Wayne Lee (EI)
North America Video Library
Webinar: AI, Teams UC & Video – Better Together To Optimize CX

Metrigy’s research confirms the upside in using advanced collaboration tools to enhance the Customer Experience (CX).

Robin Gareiss (Metrigy) , Jacki Tessmer (EI)
North America Video Library
How AI-Enabled Super-Agents Improve CX

Agents become all-knowing and fully-empowered to help customers resolve their issues faster and more easily when using the right kind of AI.

Jacki Tessmer (EI), Steve Nattress, Kate Leggett, (Forrester)
North America Video Library
Video On The Down Low: Keeping Your Online Chats Private & Secure

Video-enabled communications are the new normal, while security is the new imperative. Find out how to do both effectively.

Cara Daly & Miguel Lopes (Vidyo)
North America Video Library
Self-Service In The Contact Center: When, How & Why Customers Self-Help

ContactBabel engages with decision makers on and off the record. Hear what’s, why and the how behind many self-service decisions.

John Cray (EI) & Steve Morrell (ContactBabel)
North America Video Library
Microsoft Teams & the Contact Center: Collaborate to Innovate – July 2020

Metrigy has unearthed the key reasons why and how the most successful companies have deployed and now use Microsoft Teams in the Contact Center and across the organization.

Jacki Tessmer (EI), Robin Gareiss (Nemertes Research)
North America Video Library
The Show Must Go On: How the Pandemic Changed Contact Centers Forever

ContactBabel has been tracking the contact center industry for over 10 years and identifies the key areas that have been transformed over the last year, and how best to meet tomorrow’s needs now.

Jacki Tessmer (EI), Steve Morrell (ContactBabel)
North America Video Library
Proactive Outbound Communications: The Key to Engaging Credit Union Members

Regulations are restrictive, yet Members want more advanced services while still feeling part of a familial credit union community. Communicate better, to be better to them.

Jacki Tessmer (EI), Randy Cooper (EI), Don Arkell (CU Lending Advice)
North America Video Library
Lessons Learned from Moving to the Cloud – July 2019

Cloud migrations can be complex yet easy – if you plan the migration properly and have the right expectations. Learn from those that have migrated successfully, to ensure your success.

John Cray (EI) & Art Schoeller (Forrester)
North America Video Library
Do You Really Hear the Voice of Your Customers – May 2019

Listen to your customers at every touchpoint along the customer journey. Quickly understand what they need and expect, and how best to deliver on those expectation by understanding their comments in the right context.

John Cray (EI)
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