Latest news with #CustomerContactWeek
Yahoo
23-06-2025
- Business
- Yahoo
Five9 Unveils Agentic CX with New AI Agents, Trust & Governance at Customer Contact Week
Five9 Inc. (NASDAQ:FIVN) is one of the best technology stocks according to Wall Street analysts. Earlier on June 10, Five9 announced the launch of Agentic CX, which featured new AI Agents and AI Trust & Governance at Customer Contact Week in Las Vegas. The advancements were powered by the Five9 Agentic Experience Engine, which is central to the company's Genius AI Architecture. The advancements are designed to revolutionize customer experience with AI that reasons, decides, and takes action autonomously, without compromising on control and security. For rapid deployment, Five9 provides pre-built templates for specific industry verticals that customers can customize. Additionally, Code Crafter uses LLMs to generate high-quality JavaScript functions, which reduces development effort. An IT engineer working on a laptop as planograms for a cloud-based virtual contact center platform appear on the monitor. Some of the key features include an AI Summary Node, which automatically summarizes voice and digital interactions in selectable languages to provide context for live agents or future reference. Intent Detection and Entity Extraction use LLMs to facilitate natural dialogues and ensure quicker resolution of customer inquiries. Similarly, a Knowledge Node utilizes Retrieval Augmented Generation/RAG to generate contextual answers based on enterprise knowledge. Five9 Inc. (NASDAQ:FIVN) provides an Intelligent CX Platform for contact centers internationally. While we acknowledge the potential of FIVN as an investment, we believe certain AI stocks offer greater upside potential and carry less downside risk. If you're looking for an extremely undervalued AI stock that also stands to benefit significantly from Trump-era tariffs and the onshoring trend, see our free report on the . READ NEXT: and . Disclosure: None. This article is originally published at Insider Monkey. Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
18-06-2025
- Business
- Business Wire
Sprinklr Wins Cloud-Based CX Solution of the Year at the 2025 CCW Excellence Awards
NEW YORK--(BUSINESS WIRE)-- Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, was recognized as the Cloud-Based CX Solution of the Year at the 2025 CCW Excellence Awards. 'It's always amazing to see the kind of dedication and creativity both companies and the people behind them are bringing to customer experience,' said Mario Matulich, President of Customer Management Practice. 'This year's winners have gone above and beyond, and they deserve every bit of recognition. They're not just doing their jobs, they are setting the standard for what great service really looks like.' Sprinklr Service delivers end-to-end, AI-powered customer support across 30+ digital, social, and voice channels. It stood out as the leading product in the Could-Based CX Solution of the Year category, earning top recognition for exceeding the following criteria: Innovation in cloud-based customer experience technology Measurable impact on customer satisfaction and loyalty Operational efficiency and agent empowerment Strategic use of AI, analytics, and automation to personalize and optimize interactions Scalability and adaptability across industries and customer touchpoints 'Being named the Cloud-Based CX Solution of the Year at the 2025 CCW Excellence Awards validates our disruptive, digital-first approach to customer service, with enterprise-scale voice support, and the right collaboration between AI and human agents,' said Rory Read, President and CEO of Sprinklr. 'This award reflects our team's dedication to empowering enterprises to deliver extraordinary experiences on the channels their customers prefer; and we are grateful to CCW for the recognition.' The winners were announced on June 10 at the CCW Excellence Awards Gala as part of Customer Contact Week (CCW) Las Vegas, the leading event series committed to catering to professionals within the customer contact industry. For over 25 years, the global flagship event has brought together industry leaders, innovators, and professionals to explore the latest trends, technologies, and strategies shaping the future of customer contact. To learn more about Sprinklr Service, visit About Customer Contact Week Customer Contact Week (CCW) is the premier event series in the customer care industry, attracting thousands of attendees worldwide. Founded in 1999 as Call Center Week, CCW has become a hub for customer experience (CX) and contact center leaders. With a well-rounded program of conferences and expos, attendees participate in four days of learning, networking, and innovation. CCW brings together over 5,000 attendees, over 200 expert speakers, and over 200 solution providers. The event provides a unique opportunity for attendees to learn from the best in the industry, network with peers, and gain insights into the latest trends and technologies. CCW is presented by the Customer Management Practice (CMP), a leading market intelligence firm for the customer management industry, providing comprehensive research, marketing, and business development for organizations dedicated to serving the customer management sector. For more information, visit, About Sprinklr Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,900 valuable enterprises — global brands like Microsoft, P&G, Samsung and 60% of the Fortune 100. Sprinklr is redefining the world's ability to make every customer experience extraordinary.
Business Wire
12-06-2025
- Business
- Business Wire
Alorica Named CMP Research Best of the Best for Employee Experience at Largest CX Industry Event of the Year
IRVINE, Calif.--(BUSINESS WIRE)-- Alorica Inc., a global leader in digitally-powered customer experiences (CX), has been recognized by Customer Management Practice (CMP) as the CMP Research Best of the Best for Employee Experience during the 2025 CCW Excellence Awards at Customer Contact Week (CCW) Las Vegas. This award honors organizations—both end users and vendors—that have demonstrated exceptional commitment to enhancing the employee experience in contact centers and customer service environments. 'This win is a direct reflection of the dedication and talent of our 100,000+ people around the world,' shared Mike Clifton, Co-CEO of Alorica. 'We've built a tech-enabled, people-first model where creating easy access to resources our teams need and opportunities for real-time feedback and growth are top priorities. It's something we strongly believe in at every level across regions, and it's paying off in performance, retention and innovation.' Highlights of Alorica's award-winning employee experience strategy: Alorica Connect – A gamified, all-in-one platform that unifies communication, training, scheduling, recognition and feedback, delivering a seamless digital employee experience from day one. Ignite & Concierge – Integrated within Alorica Connect, these tools empower employees to submit real-time feedback and access 24/7 support across the employee lifecycle. Hypercare Insights & CARE Committees – Data-driven systems and employee-led groups that capture sentiment, identify friction points and execute tailored action plans to continuously improve satisfaction and performance. Wellness Program – Alorica provides modern, user-friendly tools for managing stress, improving confidence and navigating life challenges. The internal wellness program also includes weekly thematic activities, daily meditations, resiliency courses and access to licensed therapists for individual and group counseling. Career Advancement – Programs like Alorica Academy, Level Up, Quest Training and Rising Star prioritize internal mobility and professional development from internships to senior leadership roles. Making Lives Better with Alorica (MLBA) – With chapters across eight countries, this employee-run nonprofit enables teams to fundraise and award 100% of donations to their local communities. In 2024 alone, MLBA raised over $769,000, granting assistance to more than 1,000 individuals for needs ranging from housing and medical expenses to food and funeral costs—resulting in a 40% boost in retention at participating sites. 'An exceptional employee experience is earned. Through trust and a commitment to continuous improvement, we've seen significant results from putting our people first,' said Max Schwendner, Co-CEO of Alorica. 'Record-high eNPS scores, double-digit drops in attrition, and a 30% growth in our global workforce are positive proof points that our teams are supported and feel empowered to be their best every day. When you prioritize the employee experience at scale, you create a ripple effect that not only transforms our business or our clients', but the entire industry.' 'What impressed us most about Alorica was the depth and intentionality behind every aspect of their employee experience,' said Nicole Kyle, Managing Director and Co-founder of CMP Research. 'They've built a culture that is both authentic and actionable—one that drives engagement, seamlessly integrates technology, inspires loyalty and sets a higher standard for the industry.' This recognition is another addition to the growing list of accolades for Alorica, including seven technology awards earned by Alorica IQ in 2025 alone—a testament to the company's leadership in AI-powered CX innovation. At the same time, Alorica continues to be recognized as a top employer worldwide, earning Great Place to Work ® certifications this year in India, Jamaica, Uruguay, the Dominican Republic, and Paraguay, along with repeat honors in the Philippines, Guatemala, Colombia, Honduras, Mexico, and Panama. These milestones reflect Alorica's dual commitment to advanced technology and a people-first culture, further reinforced by recognitions such as the 2024 Stevie® Award for Customer Service Employer of the Year and the 2024 Asia-Pacific Stevie® Award for Innovative Achievement in Diversity & Inclusion. To learn more about Alorica's award-winning employee experience model, visit About Alorica Alorica is a global leader in designing and deploying tech-enabled, personalized customer experience (CX) solutions at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries—including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. With 25+ years of proven BPO experience and a track record of best-in-class performance, Alorica has earned world-class customer and employee satisfaction scores—driving long-term loyalty. To learn more, visit
Yahoo
11-06-2025
- Business
- Yahoo
Calabrio Redefines Performance Management with New Solution at CCW Las Vegas 2025
New Solution Transforms Performance Management for Contact Centers MINNEAPOLIS, June 11, 2025--(BUSINESS WIRE)--Calabrio, the workforce performance company, today introduced its new Performance Management solution at Customer Contact Week (CCW) Las Vegas 2025, one of the largest gatherings for customer experience professionals in North America. The Performance Management solution flips the script on siloed, reactive and often slow performance management with a unified platform that reduces attrition, increases productivity and optimizes customer outcomes. "Today's agents and managers don't just need tools—they need an edge. Our Performance Management solution delivers just that," said Dave Rhodes, CEO at Calabrio. "Everything they need, from performance data and coaching to quality reviews, is now in one streamlined, intuitive solution. It supercharges team performance with intelligent workflows, rapid decision-making and measurable impact. No complexity, no extra systems, just a better way to work." A Simpler, Smarter Way to Support Agents The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition and tools to grow. The new Performance Management solution empowers modern contact centers with simplified measurement, coaching and performance across teams to deliver elevated customer experiences. Shift from manual oversight to strategic coaching that increases agent productivity and supports skill development. Build a learning and development culture to reduce turnover and drive improved sales performance alongside better customer service. Use AI-powered tools to reduce agent burnout, streamline routine tasks and help agents deliver consistent, high-quality interactions. This innovative solution goes beyond training to address the full spectrum of contact center performance. It includes automated quality monitoring for consistent scoring and coaching insights, tools to identify emerging trends in customer interactions, real-time analytics to improve agent workflows, and features like Vacation Planner Pro and Activity Requests that help agents manage their schedules more efficiently. Join Calabrio at CCW Las Vegas Calabrio will showcase its new Performance Management solution at CCW Las Vegas, June 11–12. Product experts will be available at the event to discuss the solution's features and address questions. About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Follow us on LinkedIn. Follow us on X. View source version on Contacts Touchdown PRcalabrio@ 512-599-4015
Business Wire
11-06-2025
- Business
- Business Wire
Calabrio Redefines Performance Management with New Solution at CCW Las Vegas 2025
MINNEAPOLIS--(BUSINESS WIRE)-- Calabrio, the workforce performance company, today introduced its new Performance Management solution at Customer Contact Week (CCW) Las Vegas 2025, one of the largest gatherings for customer experience professionals in North America. The Performance Management solution flips the script on siloed, reactive and often slow performance management with a unified platform that reduces attrition, increases productivity and optimizes customer outcomes. 'Today's agents and managers don't just need tools—they need an edge. Our Performance Management solution delivers just that,' said Dave Rhodes, CEO at Calabrio. 'Everything they need, from performance data and coaching to quality reviews, is now in one streamlined, intuitive solution. It supercharges team performance with intelligent workflows, rapid decision-making and measurable impact. No complexity, no extra systems, just a better way to work.' A Simpler, Smarter Way to Support Agents The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition and tools to grow. The new Performance Management solution empowers modern contact centers with simplified measurement, coaching and performance across teams to deliver elevated customer experiences. Shift from manual oversight to strategic coaching that increases agent productivity and supports skill development. Build a learning and development culture to reduce turnover and drive improved sales performance alongside better customer service. Use AI-powered tools to reduce agent burnout, streamline routine tasks and help agents deliver consistent, high-quality interactions. This innovative solution goes beyond training to address the full spectrum of contact center performance. It includes automated quality monitoring for consistent scoring and coaching insights, tools to identify emerging trends in customer interactions, real-time analytics to improve agent workflows, and features like Vacation Planner Pro and Activity Requests that help agents manage their schedules more efficiently. Join Calabrio at CCW Las Vegas Calabrio will showcase its new Performance Management solution at CCW Las Vegas, June 11–12. Product experts will be available at the event to discuss the solution's features and address questions. About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Follow us on LinkedIn. Follow us on X.
