Contact Center and Customer Experience with Five9

Contact Center and Customer Experience with Five9

Show Notes Modern Digital Enterprise Podcast Episode: Contact Center and Customer Experience with Five9 Chris is joined by Dan Peterson (VP, NE Sales) and Orin Wentworth (Channel director from Five9, to discuss the evolving experience of Contact Center. As technology has improved (and our world has been shaken by COVID), the very definition of a satisfactory Customer Experience has evolved. Labor shortages and a geographically-evolving workforce are discussed, as well as the Contact Center’s capabilities to be proactive rather than just reactive. Machine Learning and Artificial Intelligence’s place in the CX landscape are also discussed, along with the changing expectations of customers. Host Chris Hayner, Enterprise Architect, Anexinet Guests Dan Peterson – VP, Northeast Sales, Five9 Orin Wentworth – Channel Director, Northeast, Five9 Audio Editor Dustin Karrat About Us The Anexinet Infrastructure Modernization Podcast is a product of Anexinet. We use this platform to allow industry professionals and subject matter experts to discuss current trends and technology topics. If you have any questions please call us at (610)-239-8100, or email us atinfo@anexinet.com [info@anexinet.com]. We are online athttps://anexinet.com [https://anexinet.com/].

Call Centers and Modern Customer Experience with NICE

Show Notes The Modern Digital Enterprise Podcast Episode: Call Centers and Modern Customer Experience with NICE Chris is joined by Robby Paul from Anexinet, and Ray Hicken of NICE, to discuss the Customer Experience around Call Center. Modern Call Center software such as NICE’s CXOne platform are much more than a phone call service. Today’s customers expect a lot more around engagement, including asynchronous communications with chatbots and social media, as well as rapid problem solving with as little repeated conversations as possible. Hybrid and 100% remote work scenarios are discussed, as well as the power automation can bring to customer interactions. Host Chris Hayner, Enterprise Architect, Anexinet Guests Ray Hicken – VP of Strategy & Business Development, NICE Robby Paul - EVP, Contact Center & Collaboration, Anexinet Audio Editor Dustin Karrat Music Credits Bensound: Energy https://www.bensound.com/ About Us The Modern Digital Enterprise Podcast is a product of Anexinet. We use this platform to allow industry professionals and subject matter experts to discuss current trends and technology topics. If you have any questions please call us at (610)-239-8100, or email us atinfo@anexinet.com [info@anexinet.com]. We are online athttps://anexinet.com [https://anexinet.com/].

Dial “1” for an Optimized Contact Center

Show Notes The Modern Digital Enterprise Podcast Episode: Dial “1” for an Optimized Contact Center In today’s Modern Digital Enterprise, the digital transformation podcast from Anexinet, Glenn is joined by Robby Paul, EVP of Contact Center at Collaboration at Anexinet to talk about the need for enterprises to up their Contact Center game. They discuss common challenges that customers experience with contact centers and how, if done right, the Contact Center can be an element of digital transformation efforts to improve a customer’s perception of the company and drive increases in long-term customer value…instead of driving customers crazy. Additionally, the episode covers: * The challenges with “unintelligent” IVR * Why integration between different enterprise systems is key to success * The growing importance of omni-channel contact center touchpoints (chat, Apple Business Chat, WhatsApp and more) * Should I migrate from my on-premise solution? * The importance of providing coaching tools to your contact center representatives * Staffing challenges and demand modeling * Are intelligent chatbots ready for prime-time? * How to start building a Contact Center strategy Host Glenn Gruber [https://www.linkedin.com/in/glennmgruber/] - Senior Digital Strategist, Anexinet Guests Robby Paul [https://www.linkedin.com/in/robbypaul/] - EVP, Contact Center & Collaboration, Anexinet Audio Editor Dustin Karrat Music Credits Bensound: Energy https://www.bensound.com/ [https://www.bensound.com/] About Podcast The Modern Digital Enterprise podcast covers all aspects of Digital Transformation, including strategy, mobility, security, development, design, testing, emerging tech.

NFTs: Speculation or Status Symbol? With Andy Ofiesh

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss NFTs with Andy Ofiesh, former Software Engineer for Bitcoin Armory. Are they a speculative investment or a status symbol? Proof of ownership or proof of fandom? What are the risks? What are the benefits? Non-Fungible Tokens (NFT)s are cryptographic assets the ownership of which is tracked on a blockchain via unique identification codes and metadata that distinguish them from each other: digital certificates of authenticity stored on the blockchain. This episode also answers the following: What are Non-Fungible Tokens (NFT)s? What can be sold as an NFT? What is the significance using Ethereum vs. Bitcoin as a payment method? What does Proof of Work have to do with it? What does “ownership” of a digital file mean, anyway?What are you paying for? What do you own?Why do some NFTs have multiple owners? Is proof of ownership really proof of fandom? Why are NFTs even a thing?? How are NFTs an investment??How do NFTs help artists? How do they hurt artists? Are they only useful for established artists? How much of an issue is counterfeiting? What are the applications for the Enterprise? Will this pass as a fad or become more formalized?Where do we think this is going? What are CryptoPunks and CryptoKitties?Are we just too old to get it? Links in the episode: Investopedia: Blockchain Explained https://www.investopedia.com/terms/b/blockchain.asp [https://www.investopedia.com/terms/b/blockchain.asp] Investopedia: Cryptocurrency https://www.investopedia.com/terms/c/cryptocurrency.asp [https://www.investopedia.com/terms/c/cryptocurrency.asp] YouTube: What are NFTs and Crypto Art: https://www.youtube.com/watch?v=rztmblQAmjI [https://www.youtube.com/watch?v=rztmblQAmjI] What is NFT Art? https://www.usatoday.com/story/tech/2021/03/26/what-nft-art-beeple-sold-69-million-crypto-ethereum/7010716002/ [https://www.usatoday.com/story/tech/2021/03/26/what-nft-art-beeple-sold-69-million-crypto-ethereum/7010716002/] CNBC: People are paying millions for clips that can be viewed for free. Welcome to the world of ‘NFTs’ https://www.cnbc.com/2021/03/03/what-are-nfts-all-you-need-to-know-about-crypto-collectibles.html [https://www.cnbc.com/2021/03/03/what-are-nfts-all-you-need-to-know-about-crypto-collectibles.html] Beeple Explains The Absurdity Of NFTs https://www.youtube.com/watch?v=nTmF26NUZTA [https://www.youtube.com/watch?v=nTmF26NUZTA] “Crossroad”: The $6.6M Beeple graphic: https://niftygateway.com/itemdetail/secondary/0x12f28e2106ce8fd8464885b80ea865e98b465149/100010001 [https://niftygateway.com/itemdetail/secondary/0x12f28e2106ce8fd8464885b80ea865e98b465149/100010001] The Verge: Grimes sold $6 million worth of digital art as NFTs https://www.theverge.com/2021/3/1/22308075/grimes-nft-6-million-sales-nifty-gateway-warnymph [https://www.theverge.com/2021/3/1/22308075/grimes-nft-6-million-sales-nifty-gateway-warnymph] Buying & Selling Tweets: https://v.cent.co/?fbclid=IwAR0YJhw59crVBmWAky7VcgVscTT-Fezaaz-4kVY_axv7TIlZncQS-3lljyM [https://v.cent.co/?fbclid=IwAR0YJhw59crVBmWAky7VcgVscTT-Fezaaz-4kVY_axv7TIlZncQS-3lljyM] CryptoPunks https://www.larvalabs.com/cryptopunks [https://www.larvalabs.com/cryptopunks] CryptoKitties https://www.cryptokitties.co/ [https://www.cryptokitties.co/]

The SolarWinds Hack & Your CyberSecurity Strategy

In today's Modern Digital Enterprise, the digital transformation podcast from Anexinet, Steve and Glenn discuss the SolarWinds Hack and what steps your organization should take to ensure the success of its CyberSecurity Strategy with Enterprise Architect, David Mahoney. This episode also answers the following: What is the SolarWinds Hack and how does it work? How could the hack have gone undetected for so long? Why are passwords no longer a valid security mechanism?How is data exfiltration even worse than a Ransomware attack? How can you scope a cybersecurity Program that is right-sized for your organization? What security tools and services does Anexinet offer? What's so bad about anti-virus programs?What is the solution to prevent attacks like these from happening moving forward? How important is a well-thought-out security strategy?What are the most common gaps and risks companies take?How does Anexinet's preventative and proactive approach help companies stop cybersecurity threats in their tracks? Links in the episode: CNET: SolarWinds software used in multiple hacking attacks: What you need to know https://www.cnet.com/news/solarwinds-hack-officially-blamed-on-russia-what-you-need-to-know/ [https://www.cnet.com/news/solarwinds-hack-officially-blamed-on-russia-what-you-need-to-know/] CRN: Anexinet Exec: Lack Of Monitoring In SolarWinds Hack Is ‘Scary’ https://www.crn.com/news/security/anexinet-exec-lack-of-monitoring-in-solarwinds-hack-is-scary- [https://www.crn.com/news/security/anexinet-exec-lack-of-monitoring-in-solarwinds-hack-is-scary-]