CX Today

In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of ‪Cyara [https://www.cxtoday.com/vendor/cyara/]. Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like. Cyara is on a mission to redefine the future of CX with its holistic view of the space.

CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025.  Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories.  In doing so, they discuss:  * What challenges are contact centers facing today?  * How NiCE is tackling these issues at Interactions International 2025  * What else is there to enjoy?

CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom.  The duo offers a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates. In doing so, they consider:  * How does the next-generation virtual agent differ from what came before? * What new features may excite Zoom customers? * Real Results within Zoom's Own Contact Center

After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center deployments without cutting core capabilities. In this CX Today interview, Andy Watson, Senior Product Marketing Manager at RingCentral, discusses: * The Fast Growth of RingCX - Initially aimed at smaller teams, RingCX now serves 1,000+ businesses, many with 1,000+ seats. Watson shares insights on where it's gaining traction and how customers are reacting. *  AI-Powered Quality Management & Interaction Analytics - RingSense is at the heart of RingCX’s AI strategy. Watson explains how tools like AI Quality Management and Interaction Analytics are helping organizations move beyond manual scoring and flawed survey data. * A “Right-Sized” Contact Center Alternative - Watson walks through how RingCX is designed for teams that don’t fit the mold of traditional contact centers, and why simplicity, speed of deployment, and extensibility are key differentiators. * What's New from CCW 2025 - At CCW Las Vegas, RingCentral added new capabilities like Agent Assist and opened up beta access to Interaction Analytics. Watson breaks down how these updates are being used in real-world environments.

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets. In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions, Miratech. We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights into why this issue persists and how businesses can sidestep these costly errors. Learn the strategies to optimize your CCaaS investments and avoid the common missteps that derail implementation success. Don’t make the same mistakes—watch now and take control of your CCaaS strategy!