America's Top CX Brands, CCaaS Magic Quadrant Shakeup & AI's Impact on the Agent

Customer Service & AI in the News

America's Top Customer Service Brands by Newsweek | For the last six years, Newsweek has partnered with market research and consumer data firm, Statista , to score and rank the customer service of 700+ brands. In this year's edition, 文华东方酒店集团 , Lime , Glory Cycles , Liberty Travel and Via received the top scores. You can see the full list here

Big Changes in Gartner's CCaaS Magic Quadrant | Typically, Gartner 's magic quadrants do not change that drastically year-over-year. However, the Contact Center as a Service quadrant saw some significant changes. One of the biggest changes was that Talkdesk moved from the 'Leader' category to the 'Visionary' category. Also significant, Amazon Web Services (AWS) climbed into the 'Leader' quadrant for the first time. For more analysis about the changes and impact read here.

AI's Impact On the Agent - Not What We Think | Each year, Calibro Corp. releases their 'State of the Contact Center' report. After surveying over 400 contact center managers, it became clear that the fear of AI replacing agents is grossly overstated. Over 66% of the CX leaders believe that AI won't replace agents but it's greatest promise is the ability to increase agent productivity and make their jobs easier. Read the full release here

Final Call: Register for Resolve 2023

Latest at Replicant

Featured on NBC News | Gadi Shamia joined NBC News to discuss how AI and automation is changing contact centers. During the interview, he discussed how customers are frustrated with the current state of customer service. Consumers are demanding more from brands and, in-response, companies need to start adopting AI & automation to decrease wait times and improve CSAT. Watch the interview here

Airbnb Head of Digital Experience joins Dialed In Podcast | Hanlin F. , Head of Digital Experience & Intelligence Platform Products at Airbnb , joined our Dialed In podcast to discuss how AI & automation helps them serve their 150 million users. Find this and other episodes here

Replicant Identified as a 2023 'Most Promising Startup' | Business Insider released their annual list of 'Most Promising Start Ups'. In the 2023 edition, Replicant is humbled to be among the 34 other startups that made the list. See the list here

Video of the Month

Joe Russo joined the Dialed In podcast to discuss AAA-The Auto Club Group 's AI & automation journey. During the discussion, Joe touched on how they have improved their contact center agent retention rate over the last 24 months.

CEO Insight

In his recent post, Gadi Shamia shared his thoughts on why workers and professionals need to be adopting AI into their daily work lives.