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Virtually Observing Five9

A few weeks ago, Five9, Inc. (NASDAQ: FIVN) announced its intent to acquire Virtual Observer, provider of WEM workforce engagement management (WEM). Virtual Observer has been a Five9 partner for more than three years. My initial reaction was confusion. To me,…

TalkingHeadz Podcast with Rowan Trollope of Five9

Cloud contact center is potentially the most disruptive sector of enterprise communications. It’s centered in a perfect disruptive storm of cloud computing, the adoption/implementation of artificial intelligence, and the increased capability to both understand and customize the customer experience. You…

#CCTR at #EC19

EC is next week. I expect it will be, as usual, the busiest week of the year. Not only are there more comms related announcements this week then any other, but there is no bigger gathering of UC/CC professionals under…

The #CCTR Revolution is Upon Us

Four major Contact Center developments in three weeks. Cisco After the Cisco Collaboration Summit, Cisco hosted a separate add-on day focused on contact center (what they now call Customer Journey Solutions). It was a good time to catch up with…

The Rowan Era at Cisco Ends

Today, the Internet belched. The news first came from Cisco that Rowan Trollope “is taking the next step in his career and leaving Cisco to become CEO at another company effective May 3.” Soon after that came the press release…