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Industry Perspectives: Monet Software

Industry Perspectives: Monet Software

Monet Software is a global provider of workforce optimization software solutions for contact centers and help-desks and is a partner for CCW Vegas this June 18-22 who will be at the Expo Hall presenting their solutions. CCW recently interviewed Nino Pozgaj on the top challenges and future advancements in the industry.

Nino Pozgaj joined Monet Software in May 2016 as Vice President of Sales. He is responsible for leading, motivating and managing the Monet Software sales team. With 10+ years of progressive experience developing the people and processes for effective delivery of enterprise software solutions and services. Nino has deep technical knowledge and hands-on experience in the design, building and training of professional software sales and service teams at both the SMB and enterprise level.

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Industry Perspectives: SmartAction

Industry Perspectives: SmartAction

SmartAction is transforming customer self-service with Artificial Intelligence (AI). They work with businesses to create an environment where conversational AI handles complex customer service inquiries in every channel—voice, SMS text, web chat, Facebook Messenger, and Skype—allowing live customer service agents to focus on engagements that require the human touch. By automating these conversations, SmartAction helps companies provide an effortless customer experience while reducing operating costs. SmartAction is a partner for CCW Vegas this June 18-22 and will be at the Expo Hall presenting their solutions. 

CCW recently interviewed Steve Prodger on the top challenges and future advancements in the industry. Steve has over 15 years of executive experience in enterprise SaaS technology. He has a strong track record of developing and managing world-class, enterprise sales and business development organizations in high-growth environments. Prior to joining SmartAction, Steve held a number of high profile leadership positions within high-tech and customer experience organizations such as Empathica, Mindshare Technologies, and Dell Computers.

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Industry Perspectives: Etech Global Services

Industry Perspectives: Etech Global Services

Etech Global Services is a leading provider of customer engagement solutions for many of the nworld’s most trusted brands. Etech’s industry-leading technology services, like Etech Insights division, provides you with analytics and insights into your customer interactions. Our services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and obtain a competitive edge over your competition allowing you to increase market share. CCW recently interviewed Jim Iyoob on the top challenges and future advancements in the industry.

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Industry Perspectives: Solvvy

Industry Perspectives: Solvvy

Solvvy delivers an effortless and intelligent self-service experience for customers powered by advanced machine learning and artificial intelligence. Companies immediately reduce ticket volume by 15-20% and lower operating costs while simultaneously improving customer satisfaction. Solvvy can be deployed in a matter of hours with no engineering effort required. It seamlessly integrates with your existing knowledge-base, ticketing systems, chat systems and community forums.

Once Solvvy goes live, Solvvy’s AnswerGraph technology enables companies to start answering customer questions using existing knowledge base articles and case history and improve customer experience with instant resolutions. Solvvy's AI platform learns from every customer interaction and improves the self-service experience effortlessly over time.

CCW recently interviewed Solvvy on the top challenges and future advancements in the industry.


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Industry Perspectives: Talentkeepers

Industry Perspectives: Talentkeepers

Energize your employee engagement and agent retention efforts with TalentKeepers, the contact center industry leader in talent management strategies and solutions. TalentKeepers' proven, awardwinning products span the employee life cycle, igniting commitment, fueling engagement and enabling employees at all levels to excel in their role. They can help with innovative on-boarding processes, comprehensive employee surveys that drive accountability, development programs that can transform leaders, and more, all with a single focus on improving key performance and customer metrics.


CCW recently interviewed Chris Mulligan on the top challenges and future advancements in the industry. Chris has over 25 years of experience in the Talent Management industry, specializing in employee engagement, selection, assessment and retention. Chris co-founded TalentKeepers in 2000, an organization dedicated to the issue of employee engagement and retention. TalentKeepers products have twice been recognized as “Top Training Products of the Year” by Human Resource Executive Magazine.


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Industry Perspectives: ZaiLab

Industry Perspectives: ZaiLab

ZaiLab is a next-generation software company specializing in omnichannel contact center software based in the cloud. The self-proclaimed new kid on the block designs contact center software for businesses of all sizes, particularly small to medium contact centers looking for a cost-effective way to personalize routing, improve client conversations and increase efficiency. ZaiLab's innovative consumption-based model gives you instant access to all the features your contact center needs, and you pay only for the features you use, as you use them.

CCW recently interviewed Fokion Natsis about changing customer expectations in the contact center industry today.

Industry Perspectives: Freshworks

Industry Perspectives: Freshworks

Girish Mathrubootham is the founder and CEO of Freshworks, one of the world’s fastest-growing SaaS product company, winning the Economic Times Startup of the Year in 2016, and the Business Standard Startup of the Year in 2017. Freshworks now has a suite of products for businesses worldwide - Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Having set the vision and direction for the company since inception, his focus on Freshworks’ values and its culture have been instrumental in taking the organisation to where it is today. CCW recently interviewed Girish about changing customer expectations in the contact center industry today.

Industry Perspectives: Nextcaller

Industry Perspectives: Nextcaller

Next Caller partners with enterprise businesses to authenticate callers and to prevent identity theft, account takeover, and other types of fraud in the call center. By rigorously analyzing call metadata, Next Caller determines whether a call comes from the device owning the number, or if spoofing or other nefarious activity is occurring. This information allows Next Caller clients to authenticate 75% of callers as legitimate and provide them with a faster, better customer experience, or to be aware of potential fraudsters in real-time. CCW recently interviewed Next Caller about changing customer expectations in the contact center industry today.

Industry Perspectives: Claro!

Industry Perspectives: Claro!

Claro!'s service isn’t just about answering calls, it’s about using communication and technology to elevate your customer experience and develop effective, flexible omnichannel solutions that improve your bottom line. Claro! offers call center support, customer experience design and loyalty-VIP program management.They consistently deliver 99.99% up-time, 98% live-agent call quality and 96% customer satisfaction across all our services. So, whether you need 30 or 300 agents, they create custom service solutions that boost satisfaction, cultivate loyalty and increase engagement. That’s the Claro! advantage.

CCW recently interviewed David Johnson, the CEO at Claro! about changing customer expectations in the contact center industry today.

Industry Perspectives: Kustomer

Industry Perspectives: Kustomer

Kustomer is the modern platform for customer experience and support, enabling companies to know everything about every customer to drive informed actions and increase lifetime value. Used by Glossier, Outdoor Voices, Slice and more, Kustomer provides brands with a fully actionable view of every customer's lifetime of interactions, purchases, returns and more.

CCW recently interviewed Kustomer about changing customer expectations in the contact center industry today.