Raúl Castañón is a senior research analyst in the 451 Research technology research group within S&P Global Market Intelligence. He contributes to both the Customer Experience & Commerce and Workforce Productivity & Collaboration channels, focusing on business communications and collaboration and the digitization of the employee and customer experiences. Raúl’s areas of concentration include communications platform as a service, contact center as a service, unified communications, collaboration and enterprise messaging, conversational AI, speech technologies, chatbots and intelligent assistants. Raúl arrived at S&P Global Market Intelligence through its 2019 acquisition of 451 Research. Prior to 451 Research, he was a product manager at EMOSpeech, a startup focused on speech emotion recognition technology. At Comverse Network Systems, he gained significant experience in product marketing working with tier 1 mobile operators to define strategy, pricing and business models for voice and data products. Raúl is widely quoted in the top-tier press, including publications such as Business Insider, CIO, Computerworld, Fortune, The Information and Wired. Raúl holds a holds a bachelor’s degree from ITESO University in Guadalajara, México; a certificate in telecommunications from ITESM Mexico City; and an MBA from the Fuqua School of Business at Duke University.
The vendor recently unveiled new additions to Webex Customer Experience, including the Webex AI Agent and AI Agent Studio, which utilize advanced conversational intelligence and automation to enhance customer interactions. Cisco also introduced AI Assistant features for Webex Contact Center that will be generally available in early 2025.
The deal should allow the acquirer to accelerate its open network API product roadmap, helping it bridge the gap between network operators and developers. Exposing network capabilities via open APIs could help network operators monetize their 5G infrastructure investments.
The startup utilizes conversational AI models combined with ChatGPT's generative capabilities via a partnership with Microsoft Azure OpenAI Service. This approach enables businesses to quickly generate responses to common inquiries, offering efficient support and helping reduce the time and resources needed for manual bot training.
The recent CPaaS Acceleration Summit in Amsterdam gathered key stakeholders from the telecommunications industry, including major network operators, CPaaS providers and technology vendors. The event underscored the collective commitment to advancing network APIs as a strategic growth avenue for the telecom sector.
The vendor recently held its annual Engage conference in Orlando, Florida, where it announced additions to its Verint Open Platform and AI-powered Bots, emphasizing its commitment to enhancing customer experience via AI automation. It also showcased examples of customers' AI journeys, highlighting tangible business outcomes.
The vendor's customer support platform leverages generative AI to help improve ticket management and automate support processes, optimizing agent productivity and streamlining customer interactions via AI-driven workflows based on natural language input, thereby eliminating traditional decision trees.
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