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Customer Contact Week 2025 Recap: Insights from the Expo Floor
We wrapped up our first experience at Customer Contact Week Las Vegas, and it couldn’t have been a better introduction. Shane Hosey, Joseph Fuccillo, and Hes Yavari spent their time in great conversations with contact center leaders, tech teams, and transformation executives who are in the thick of cloud migration, operational complexity, and a rapidly…
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Customer Story – Hospitality
This leading travel marketplace connects millions of guests with places to stay in nearly every country worldwide. The company operates a complex contact center ecosystem with more than 25,000 agents spread across the globe. Some of them internal, many provided by BPO partners. These agents support customers using standardized Chromebooks and a mix of on-prem…
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Customer Story – Retail
This global e-commerce retailer operates a high-volume, customer-focused business with a mix of in-house and outsourced contact center operations. With a hybrid support model—combining agents working from offices, homes, and multiple BPOs—they were striving to deliver consistently high-quality customer experiences despite the complexity of their environment.
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Beyond Visibility: Achieving Accountability in Cloud Communications
Modern enterprises are embracing cloud-first strategies for voice, video, and contact center platforms. However, with that shift comes a dangerous side effect: a steep decline in visibility and control. It also highlights the risks of cloud communication environments, the inadequacies of traditional monitoring tools, and the need to regain accountability through purpose-built observability solutions. Introduction…
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Enterprise Connect 2025 Recap: Insights from the Expo Floor
Enterprise Connect 2025 brought together the leading voices in enterprise communications and customer experience for another year of important conversations, insights and fun! We found real value from talking with attendees – IT leaders & architects, cloud managers, and CX professionals – about the challenges they’re facing right now. From the first day of the show…
