Rhys Fisher on Muck Rack

Rhys Fisher

Verified
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As seen in: CX Today, Today Digital, Medium, The Indiegogo Review, 90min, Cultured Vultures, MyCustomer.com, CX Today (Podcast), TrainingZone, HR Zone, UC Today, XR Today
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Articles

Zoom Brings AI Receptionist to Any Phone System

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By Rhys Fisher Verified
| CX Today (Podcast)
Zoom has launched a standalone version of its Zoom Virtual Agent (ZVA) Receptionist. The update means that the AI-powered front desk is now available to organizations running any existing phone system, not just Zoom Phone. The release is designed to remove one of the biggest barriers to adoption. Previously, businesses needed Zoom Phone as the underlying infrastructure to access the technology.
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Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue

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By Rhys Fisher Verified
| CX Today (Podcast)
Not to check on staffing levels or review a transcript; just to experience it as a customer would. There is a pleasure in discovering that, despite being surrounded by and well-informed about all the data and latest technological advancements in the contact center space, many CEOs are still resorting to the good old-fashioned methods.
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The Contact Center AI Governance Gap Is Costing You

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By Rhys Fisher Verified
| CX Today (Podcast)
When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is rarely so. How organizations are actually going to manage, measure, and hold accountable a workforce that includes both human agents and autonomous AI systems tends to get treated as a detail to figure out later. It's like a toddler begging their parents to go to McDonald's.
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