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.
Integrating the target's near-real-time conversation insights should support Calabrio's efforts to enhance its AI offerings as well as maintain its position as a leading player in the customer experience space, which is being increasingly disrupted by the emergence of generative AI.
The company recently hosted an analyst and industry event its D-15 innovation center in Silicon Valley. In addition to providing an update on Ericsson's network API strategy, the event highlighted the relevance that a partner ecosystem has in supporting network operators' successful deployment of network APIs.
Most network operators responding to our 2024 global telco survey have incorporated open APIs to their network infrastructure road maps. While rollout dates and priorities vary by region, there is a consensus that anti-fraud APIs are a top priority across all regions.
The acquisitions should complement Uniphore's approach to conversational AI, expanding its scope and positioning it in the CDP segment as it looks to deliver the "Zero Data AI Cloud," enabling seamless data access for clients to deploy enterprise-wide AI tools.
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.
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