Thank you

Dear Scott, Congratulations on your appointment as NICE CEO. Your recent interview highlighted some compelling insights - particularly your vision for leveraging intent data beyond traditional CX boundaries and expanding the partner ecosystem to drive end-to-end customer experience fulfillment. I'm especially excited about your plans to scale globally while strengthening the core CXone Mpower platform capabilities. Your focus on balancing mission-critical reliability with AI innovation shows great promise for the future. Looking forward to seeing your vision unfold.

Can we get live captions on five9?

How is now a good time to post this? Ring has had a day long outage that is making the news. Customers can't receive or make calls. Their own support phone number went dead. Reddit is calling them RingSometimes. Get a PR team

Is there any documentation or reference for the way and the tools used ??

Creepy

Great stuff!

11:21 How will agent retention become better if agents are taking more complex calls in their 8 hour day. The “easy” interactions we all need sometimes will be removed by AI. I’d argue agent retention will be even more challenging as the job will be more emotionally taxing.

Why don't you the expert use Zoom a companion copilot, and all the other vendors and talk about it ?

8 x 8 have no any kind of AI capabilities you can tell by just listening to this guy

8 x 8 have no any kind of AI capabilities you can tell by just listening to this guy

Hmm history I'm very aware

Bravo

I dislike when people talk about the future when human Agents will handle the more "meaningful" conversations. What that really means is hard/challenging issues, which will lead to burnout if you are handling complex for 8 hours. We need easy wins/layups now and then to balance out the hard issues.

The intro starts off with the music but the interview has no audio

@cxtoday There is no audio in this video

where is the AI agent to greet our customers?

nice job!

Contact centers who do not have training on how agents should write up summaries will love AI's ability to do so. Summaries create seamless experiences the next time a customer needs help. If AI can provide previous interventions immediately, that's already a big win.

They have no plan Five9 is dying

Charlie, love the videos. It helps me keep up with all the pieces of the market that I just don't get the time to go dig into. So thank you. One note: it would be easier on the eyes watching your videos if you could fix the lighting in the background. Just a thought. Again, thank you for the work you do.

Dave is paid by RingCentral to say everything he just said because he didn’t even go try to use it. He didn’t speak to the engineer. He didn’t see the workflow of RingCentral contact center which sucks.

Ring central is years behind zoom on AI for sure go on their website they want you to be on the waiting list for their AI features. Zoom has 1.2 million accounts active. I use Zoom AI companion works like magic ring central don’t have anything for meeting summaries and action?

These analysts are wrong. If Salesforce wants to build out data quality, they can do it buy acquiring just the employees Informatica let go. Informatica fired more than 1000 engineers last year, from their top R&D location. For a tiny fraction of the interest on the 12 billion, you could build a team of 20-30 engineers to build out data quality that beats Infa. Salesforce dodged a bullet, by pure luck. A bad merger orchestrated by middle managers with bad motives.

Salesforce was going to buy Informatica for around 12 billion. Yet, it would only take a 20-30 engineers, most of which were laid off by Informatica last year, to recreate the data quality solution Informatica has. Informatica's Data Quality engine, is mostly just a bunch of old solutions implemented 40 years ago. With a tiny fraction of the interest on 12 billion dollars, you could hire away all of Informatica's U.S. engineers right now. Engineers that are reeling from the massive layoffs that have occurred. There is only one reason why Salesforce can't do this, Salesforce's middle management fears the competition of an open hire for this. Unfortunately most of tech suffers from this problem. Do you remember WhatsApp? So the 2 engineers that created WhatsApp, actually wanted to work at Facebook, before they started WhatsApp. Well, no one would hire them. So they started a competitor. Facebook eventually paid 19 billion to buyout WhatsApp. And I put the blame squarely on middle management. A middle management that hires from their own circles first. That gives really easy interviews to people they "like" and "know" already. And that is why these companies have a hard time hiring away engineers from Informatica. Buying Informatica, was just another insider-middle management deal, orchestrated by a few execs that left Informatica, to push the merger at Salesforce. I know that Salesforce would have thrown away 97% whatever they acquired from INFA (and the 3% that was left, more trouble than it was worth): - Informatica's customer base is a tiny fraction of Salesforce's own customer base, and Salesforce has deeper penetration. - Informatica's database drivers (integrated into every Informatica product, in completely unique ways, I know I have seen the source). Would be an absolute nightmare for Salesforce. It would actually be better to just throw away MuleSoft first after acquiring Informatica. - Informatica's customer service and sales would all be redundant at Salesforce. - Informatica comes at a huge support cost, as INFA rents its cloud and compute time from 3rd parties. The only ones who would have benefited from this merger, would be Informatica executives. The big problem in tech right now is that middle management, for entirely selfish reason, drives the agendas at companies. And the C-suite simply is too busy at parties and spending money to pay attention to the details (Steve Jobs would pay attention to the details). The one thing that Steve Jobs couldn't teach Mark Z. and Benioff is that paying attention to details is a critical job when middle management is driving big mistakes, in hiring, planning, product quality, or acquisitions. Salesforce almost made a big one here. Greed on the part of Informatica probably saved Salesforce. Again, if you want to build out product quality, just hire a fraction of the Informatica engineers let go. Many of them are still on the market looking. On this, these analysts, they need to shut up. Because they are all so high on cutting head count and not hiring back. In tech, it is the details of the technology that matter. And the technology being acquired (part of the 3% of value), is 40 years old and is well known in data cleansing. Now is the perfect time to hire. It is an even better time to steal away employees from other companies, such as Informatica, and build out a great product quality offering. Informatica offers, Zero job security. A proven track record of massive engineering layoffs. An offshore replacement policy. Need I say more? Salesforce offers more job security for engineers, a massive demanding customer base, and massively more stable businees. And engineers at Informatica, that were making 200+k, can no be obtained for half that. Or 1/3 that, if you offer a mostly work from home job. If they don't pull through what you need, in 2 months, get rid of them and find a dozen more.

Liz, your point about routing to an agent once the A.I. can't handle a request, is spot on. This is a simple flow that must be addressed.

Fantastic insights from everyone. A lot of great ideas 🔥

Listening to this video in 25 Jul 2024 feels like a 10 year old one; just the pace of announcements(as mentioned in this video : weekly) makes a 4 month old discuss feel like ages ago...🧐😜😱

Great interview.

This company don’t have a chance really

What happens when customers have their own bots? You tell your AI to reduce your internet bill and it talks to your internet providers bot. AI negotiating with AI. Then what are humans for?

Video has no voice 😭

AI is 100% dependent on consistent, accurate knowledge base and customer data! Thank you for speaking to that Michael!

*Promo sm* 😘

welp lol

Hi

These were such great insights and much needed “realignment” before Project Managers start pulling their hairs out. I’m especially concerned about salesforce and Netsuite because they’ve both opted not to train leading models on their data banks.

Great interview, some really good insights!

Interesting insight, people make success,,

Could this guy learn “Magic Quadrant” it’s not a magic square. Has to be deliberate, if so - it’s puerile.

Rob would you invest in zoom if u had extra 100k very serious question ?

Appreciate Julian's knowlede and the deep dive!

Great Video Sprinklr is an awesome tool.

Great discussion

<Sad Trumpet Sound> kzbin.info/www/bejne/p2Wzma2KrLiDbqM🤣🤣

This looks awesome!

Thanks Charlie and for your guests , a great conversation! please keep it going