From Cali to Cabo - CX is a Hot Topic
Over the past two weeks, I attended analyst summits hosted by RingCentral, 8x8, and Five9. From a luxury resort in Northern California, to the San Diego Zoo, to a beachfront resort in Cabo San Lucas, we heard about product announcements, roadmap insights, and customer success stories, along with plenty of time for networking and fun activities.
A recurring theme across all three conferences was the growing significance of contact center and customer experience (CX).
RingCentral drilled down into RingCX, a contact center solution tailored for simpler use cases. Powered by RingSense AI, it offers auto summaries, scoring, coaching, and other AI-driven features. The company also announced its own Workforce Engagement Management capabilities with Quality Management and Conversation Analytics via RingSense AI. RingCentral’s aim is to integrate AI across its platform to enhance customer and employee experiences. The next step is to go beyond unified communications to “unified experiences and intelligence across the enterprise,” as enterprise workflows will be defined by conversations and conversation intelligence.
8x8 introduced 8x8 Engage, targeting informal contact centers and customer-facing employees. Although not as feature-rich as full CCaaS offerings, it provides tools for customer experience delivery beyond the contact center. Additionally, 8x8 introduced Proactive Outreach and a Customer Interaction Data Platform, which captures and analyzes data on one platform. Pivoting from its UCaaS roots, 8x8’s strategy is to become the leading AI-powered customer engagement platform, combining UCaaS, CCaaS, and CPaaS components with journey data and a partner ecosystem.
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Five9 continues to expand into the broader CX field, leveraging its AI capabilities. Key takeaways include the company’s success in moving upmarket, growing with key partners, and international expansion. A large part of the company’s success is based on its customer-centricity, professional services and customer success teams, as well as its go-to-market efforts. While Five9 talked about its customer-first culture, it made even more of an impact when we heard from customers about how they view the company as a partner that truly focuses on customer succes.
Despite the wealth of information shared, much of it was under NDA. Expect to see new product announcements in the coming months from all three companies.
For a more detailed analysis of these analyst summits, go to the BCStrategies article.