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David Menninger's Analyst Perspectives
MAY 8, 2025
Most of the discussion and planning around artificial intelligence (AI) tools for contact centers and CX has focused on finding appropriate use cases and understanding how to deploy these tools. So aggressively that a robust anti-IVR consumer movement erupted and caused a great deal of reputational damage to the contact center industry. (I
David Menninger's Analyst Perspectives
NOVEMBER 5, 2024
Verint is operating in quite a different marketplace for contact center and agent management technology than existed five years ago. Verint used real-world examples to describe the experiences of actual contact center customers, who were able to cite actual dollars saved.
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David Menninger's Analyst Perspectives
OCTOBER 29, 2024
With a flood of artificial intelligence-related tools now available for contact center buyers, it can be helpful to take a step back and review where buyers can expect a quick return on investment and maximum improvement in efficiency and productivity. It took the better part of a decade to adopt computer telephony integration in the ‘90s.
David Menninger's Analyst Perspectives
MAY 15, 2025
This would appear to include much of what is currently being sold by CX and contact center providers in AI portfolios, including whats beginning to pass for agentic AI. In CX, particularly in contact centers, youre trying to automate for two purposes. Not to be extra confusing, but the category is sometimes called conversational AI.)
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What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
CIO Business Intelligence
MARCH 26, 2024
Salesforce has announced new Contact Center updates to its Service Cloud — an offering targeted at bettering customer experience and boosting the productivity of service teams. The new updates to the Contact Center include features such as conversation mining and generative AI -driven survey summarization among other features.
CIO Business Intelligence
DECEMBER 17, 2023
Contact centers are foundational to customer experience, but a lot of businesses get stuck during the haze of the holiday season. Companies are under immense pressure to keep their contact centers moving at breakneck speed while leveraging the same resources, or even less.
Advertiser: ZoomInfo
After reading, you’ll gain insight into the following components: How to develop a framework for analyzing a vendor’s contact and account data. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. Critical integrations that fit directly into your sales processes and workflows.
Advertiser: ZoomInfo
64% of successful data-driven marketers say improving data quality is the most challenging obstacle to achieving success. The digital age has brought about increased investment in data quality solutions. Businesses are realizing that it isn’t just about the volume of data they have available; it’s about the accuracy of information.
Advertiser: ZoomInfo
As frustrating as contact and account data management is, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.
Advertiser: ZoomInfo
ZoomInfo has produced this eBook to help marketing leaders understand best practices around cost and value when it comes to choosing a B2B contact data provider. Finding a vendor to cleanse and optimize your marketing database can be difficult if you don’t know what to look for. This buyer’s guide will cover: Buying Considerations.
Advertiser: ZoomInfo
It involves finding a data management provider that can append contacts with correct information — in real-time. It's quite a process for marketing teams to develop a long-term data management strategy. Not just that, but also ongoing data hygiene efforts to keep the incoming (and existing) information fresh.
Advertiser: ZoomInfo
Inadequate contact inventory within universe. Download ZoomInfo’s latest eBook to learn about the three most common mistakes organizations make while executing an ABM program, including: Poor account selection process. Wasteful technology and service spending.
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
Export results: Easily export candidate data (including contact info) to Excel, shared with colleagues to review or upload in bulk to a recruiter's applicant tracking system. Candidate and company profiles: Preview and expand search results to find a candidate's job history and career experience or a company's details.
Advertiser: ZoomInfo
To begin getting these candidates in the right positions, it includes utilizing updated contact data and enhancing your outreach strategy for improved effectiveness. More specifically, having access to updated information lets you engage faster with ideal candidates searching the job market.
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