CX Today

Inside the AI revolution reshaping citizen service – ComputerTalk’s Kyle Birker reveals what’s driving the shift and what comes next. In this CX Today video interview, Deputy Editor Rhys Fisher speaks with Kyle Birker, Head of Sales Operations at ComputerTalk, about the rapidly growing adoption of AI in government contact centers. As citizens demand more convenience and availability from public services, AI is stepping in to transform how agencies respond – often under tight budgets and strict compliance needs.  Governments around the world are finally catching up to the private sector in their use of AI – but not without major hurdles. In this insightful conversation, ComputerTalk’s Kyle Birker joins CX Today’s Rhys Fisher to explore why public agencies are under pressure to modernize and how AI is reshaping service delivery. Key takeaways from the video:🔴 Why surging citizen expectations are pushing government departments to adopt AI. 🔴 The real-world use cases of AI in government contact centers, from chatbots to agent assist tools. 🔴 How agencies can unlock 24/7 services while freeing staff to focus on high-impact tasks. 🔴 The triple challenge of data readiness, trust building, and regulatory compliance – and how to overcome it. Kyle also discusses ComputerTalk’s flexible ICE platform, which allows agencies to "bring their own framework" and deploy AI at their own pace, solving critical integration and security concerns. 📢 Explore how ICE can fit your agency’s AI strategy – visit ComputerTalk's website for platform details: https://www.computer-talk.com/ 🔑 Get in touch with ComputerTalk’s public sector specialists to assess your data and readiness. 🔗 Subscribe to CX Today for more expert insights on AI, contact centers, and digital government evolution.

CX Today's Charlie Mitchell sits down with Zeus Kerravala, Principal Analyst at ZK Research, to explore the CCaaS providers that are leading the pack, and those that are starting to fall behind.However, the conversation goes deeper, with the pair also discussing:⚖️ How to Choose the Right CCaaS Vendor for Your Business ⚖️ The pair dive into the criteria organizations should use when selecting a CCaaS provider, from ecosystem fit to referenceability. Spoiler: there’s no “one-size-fits-all” answer.🏆 Top Performers in the CCaaS Space 🏆From Cisco’s hybrid strengths to AWS’s pay-as-you-go model, Kerravala highlights the vendors excelling across different customer segments.🔻 Who's Falling Behind? 🔻Despite their size and potential, Google and Microsoft haven't yet gone all in CCaaS. Kerravala shares why these tech giants may be missing their market opportunity.For more on the Gartner Peer Insights Voice of the Customer for CCaaS report: https://www.cxtoday.com/contact-center/gartner-peer-insights-voice-of-the-customer-for-ccaas-2025/Dive deeper into the Cisco Webex Contact Center - the Gartner Customers' Choice platform - here: https://www.cisco.com/c/en/us/products/contact-center/index.htmlHosted by Charlie Mitchell, Head of Publication at CX Today – Customer Experience Technology News #ccaas #contactcenters #cloudcommunicationsThanks for watching! Don’t forget to SUBSCRIBE to our channel and join the discussion over on LinkedIn.For more CX technology news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, he shares:🔴 The Challenges of Implementing Contact Center Auto-Summaries 🔴Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren't always easy. Anderson shares what he's learned so far. 🤖 The Rollout of Its Contact Center Copilot 🤖Implementing a copilot is the next step on the company's journey. As 2degrees starts to ramp up its roadmap, Anderson offers best practices to aid agents with new assistance use cases. 🤔 What's Coming Next? 🤔 2degrees plans to turn up the heat on its AI deployments, plotting out its upcoming innovations. Anderson shares what 2degrees will implement next. The telecoms provider is a NiCE customer. For more information about NiCE's contact center solutions, visit: https://www.nice.com/Hosted by Charlie Mitchell, Head of Publication at CX Today News - Customer Experience Technology News #contactcenters #copilot #NiCEiLondon Thanks for watching. If you'd like more like this, don't forget to SUBSCRIBE to our channel. You can also join in the conversation on our LinkedIn page.For more Customer Experience tech news, visit: https://www.cxtoday.com

How Enghouse is cutting through the AI noise and contact center clutter with real-world results In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience. Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghouse is solving real CX problems (like failure demand and incomplete QA), and why the goal of automation shouldn't be fewer agents, but better ones. Tired of AI promises that don’t translate into real change? You’re not alone, and Simon Adnett from Enghouse is here to talk about it. In this honest and practical conversation with CX Today’s Rhys Fisher, Simon explains how Enghouse helps contact centers achieve genuine business impact by focusing on AI that’s measurable, modular, and meaningful. Highlights from the discussion: - Why “automating a broken process” is worse than doing nothing at all - How 100% interaction evaluation gives QA teams superpowers - The untapped ROI of fixing failure demand before it hits the queue - How real-time agent assist tools improve onboarding and reduce churn, without over-automating the role Whether you’re exploring agent assist, AI-based QA, or just trying to make your CX stack smarter (not louder), this conversation gives a grounded view of what good AI really looks like in the contact center. Next Steps Watch the full video to hear how Enghouse customers are making AI pay off. Download Enghouse’s latest resources to explore use cases in more detail. Book a demo to see how Enghouse can help you achieve 100% interaction evaluation or reduce failure demand.

From data silos to strategic insights - how Puzzel’s AI-driven platform turns talk into transformation.In this exclusive CX Today interview, Deputy Editor Rhys Fisher sits down with Jesper Jønsson, Director of Product for AI at Puzzel, to dig into the real-world power of Conversational Intelligence. Jesper shares how this post-call analytics solution helps contact centers level up their AI maturity, drive operational efficiency, and extract value from the customer interactions hiding in plain sight What if every conversation your agents had could become a roadmap for better CX, faster training, and smarter business strategy? In this deep dive, Jesper Jønsson explains how Puzzel's Conversational Intelligence does just that. Whether you're just beginning your AI journey or you're ready to scale advanced automation, the solution is designed to meet you where you are, and accelerate your growth. Highlights include: 🔴 Automated, AI-driven insights from contact center calls to boost decision-making and reduce manual grunt work🔴 A complete QA overhaul—say goodbye to clunky spreadsheets and hello to scalable, strategic monitoring 🔴 Real-world examples from Puzzel clients like Elevate Virtual showing how CI improves NPS, AHT, and even upselling 🔴 ‘Seven seconds to magic’: Why this post-call analytics tool is ideal for low-risk AI adoption and long-term ROI Want to turn your contact center from a cost center into a strategic asset? 🔑 Explore more about Puzzel’s Conversational Intelligence on their website 💡 Subscribe to CX Today for more insights on AI maturity in CX 🔗 Contact Puzzel’s team for a personalized demo or success story deep dive