Shai Berger

When patient outreach breaks down, users don’t see an ops issue — they see a platform problem. That’s why more healthcare platforms are treating outbound voice as a core capability. Built with the right controls, it drives stickiness, enterprise adoption, and new revenue.

I am back in build-mode! I am joining Voice AI startup Consig (@consigai) as the CMO. Industry veteran RJ Burnham is building something truly special. See "Why I Joined Consig" at consig.ai/news/shai-berg… #VoiceAI #HealthTech #Startup

A sad day! Pocket was one of the first apps I added to my first iPhone (15y ago!). It's been in near-daily use ever since. Farewell @Pocket 🫡

The original callbacks concept was that the system would place you on a virtual hold and call you back when it was your turn. Verint believes it can take the callback solution to the next level with AI. #ContactCenter #CX #Verint #Fonolo nojitter.com/contact-center…

Forrester Wave for CCaaS Platforms 2025: Top Takeaways; NICE and Genesys slug it out for top spot, while Amazon Connect continues to impress ... cxtoday.com/contact-center…

New on @NoJitter: Synchronizing Voice and Digital in Conversational AI. @NLXai’s patented multimodal AI technology, Voice+, has been deployed by global brands, including @United #CX #AI #AmazonConnect @AWScloud buff.ly/yN9WV6q

Predictions for the #ContactCenter by Verint's CEO linkedin.com/posts/dan-bodn… #cctr #cx #custserv

"Verint Analyst Days – All About #CX Automation" - my latest on @BCstrat on #VerintAnalystDays. @Verint has been on a mission to deliver #AI business outcomes by increasing CX automation in the #cctr to lower costs while improving #CX. #CCaaS #custserv bcstrategies.com/content/verint…

*Some news* ... check the bio 😉

@Genesys' agreement to acquire @Radarrtech goes beyond the benefits of offering social media listening and analysis tools. It's a data play that will enhance customer data from voice and digital offerings with rich social data to elevate #CX buff.ly/47If0bO

Good summary from @KdawsonVr on the new approach to CCaaS from @verint. "... a vendor should not have to be an ACD provider to be considered the primary vendor in a #cctr technology stack. This idea runs against conventional wisdom, but that doesn’t make it wrong ..."

It's OK to nudge customers to cheaper channels -- after all, agents are a limited resource -- but evasion and trickery will hurt you in the long-run. #custserv

"The misuse and abuse of deflective practices... taught [us] to be resistant and skeptical of modern customer service." There's an old quip about taxes: "Avoiding is OK. Evading is bad." I believe that works well in the #cctr too. nojitter.com/contact-center… by @DaveMichels

Voice for CX is Dying. Long Live Digital Engagement. The traditional role of the voice-based call center is changing and is now just one piece of the CX puzzle. @NTTLtdCollabCX @NICELtd @AVAYA @GENESYS @five9 #CCAAS #CX #AI buff.ly/41Sctdx

Cloud communications trends 2024: 7 analysts weigh in - article by @RingCentral. Including predictions from @zkerravala @DaveMichels @McGeeSmith @Roopamjain Denise Lund @epopova and me. #CCaaS #CX #ucoms #UCaaS ringcentral.com/us/en/blog/clo…

Viewz> TalkingPointz: Generative AI Not Likely to Increase Customer Satisfaction: In most cases, generative AI solutions to won’t raise the bar of CSAT. Instead, it will be justified to reduce expenses. bit.ly/3t6J4iU