Best-in-class retailers are leveraging video analytics to better strategize workforce management and optimize customer engagement initiatives in-store. During a previous ViewPoints article, Verlin ...

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The updates will allow AI agents to go deeper in their interactions with people, including through video. Customer service automation company Zendesk has announced several new AI-powered updates, all ...

Customer delight and customer misery have very different influences on company stock performance, as pointed out by Jon Picoult, Founder of Watermark Consulting. In his recently published blog post ...

Zoom has this week released more details about its new Zoom Contact Center and how it will be used to change the customer experience (CX) industry, specifically in Australia and New Zealand. Phillip ...

We always knew that the future of video was more than just us sitting at one table talking to you sitting at another table. Much like the telephone that started out putting you in a 3 foot by 3 foot ...