Five9 Introduces an ‘Industry-First’ Feature for Its Contact Center Integration with Microsoft Teams
Five9 has added an ‘industry-first’ bi-directional Microsoft Teams feature to its contact center integration, displaying real-time presence statuses to Five9...
James Stephen · 11 Dec 2024
As Supply Outweighs Demand, What's Next for the Contact Center Tech Industry?
Last month, contact center AI provider Afiniti filed for Chapter 15 bankruptcy. Chapter 15 bankruptcy involves asking for help from a US court to protect the...
James Stephen · 6 Dec 2024
Salesforce’s Agentforce Testing Center Ensures Accurate Agent Responses
Salesforce has unveiled a ‘first-of-its-kind’ Agentforce Testing Center for AI agents. Announced last week, the offering boasts New Data Cloud Sandboxes that...
James Stephen · 27 Nov 2024
8x8 Adds New AI and Customer Engagement Features
8x8 has introduced its latest artificial intelligence and customer engagement features to its cloud CX platform. 8×8 Secures a 20,000+ Seat CCaaS & UCaaS Meg...
James Stephen · 11 Nov 2024
RingCentral and Verint Form WEM Partnership
RingCentral has formed a partnership with Verint, a prominent provider of contact center automation and workforce engagement management (WEM) solutions. The ...
James Stephen · 8 Nov 2024
Activist Investor Legion Pushes for Changes at Five9
Legion Partners has increased its stake in Five9, and sources from Reuters say it is immediately pushing for a board seat and cost-cutting measures. The inve...
James Stephen · 28 Oct 2024
Microsoft’s Queues App for Teams Is Now Available
Microsoft’s Queues App for Teams is now generally available, following its announcement back in March. The solution allows businesses to manage and respond t...
James Stephen · 25 Oct 2024
Puzzel Agrees to Acquire AI Insights Specialist Capturi
Puzzel has entered into an agreement to acquire the AI insights specialist Capturi to enhance its customer experience offering. Described by Puzzel as a ‘cut...
James Stephen · 24 Oct 2024
8x8 Expands AI-Powered Voice Self-Service Offering
8x8 is integrating its AI-powered voice self-service capability to its 8x8 Intelligent Customer Assistant. 8×8 Finds Its CCaaS Groove in the Midmarket, Sees ...
James Stephen · 23 Oct 2024
GoTo Adds AI to GoTo Connect CRM Integrations
GoTo has revealed AI-powered integrations between GoTo Connect and major CRM platforms. GoTo Introduces Contact Center Pro for Larger Businesses Twilio, Vona...
James Stephen · 22 Oct 2024
Verint Launches a Knowledge Automation Bot, Teases a “Genie Bot”
Verint has introduced a Knowledge Automation Bot and teased the upcoming release of a "genie bot" at Verint Engage 24. The AI-powered Knowledge Automation Bo...
James Stephen · 25 Sept 2024
Update! The Leak of 12,000 Call Records Is Not a Breach, Claims Twilio
A hacker has reportedly leaked 12,000 Twilio call records along with phone numbers and audio recordings. The cybersecurity-focussed online news platform Hack...
James Stephen · 24 Sept 2024
Talkdesk Launches a One-Click "AI Rewriter" Solution for Contact Center Agents
Talkdesk has added two new generative AI (GenAI) solutions to its CCaaS platform: the Talkdesk CX Cloud. The first is an AI Rewriter that enables contact cen...
James Stephen · 18 Sept 2024
Calabrio Appoints Dave Rhodes as CEO, Promises to Seize "Immense" Growth Opportunities
Calabrio has appointed Dave Rhodes as its new CEO. Rhodes comes to Calabrio from Sauce Labs, where he was also CEO. Sauce Labs is a cloud-hosted web and mobi...
James Stephen · 17 Sept 2024
Zoom Releases Three Tools to Simplify Contact Center Agent Experiences
Zoom has unveiled three new tools to simplify agent experiences as part of its latest release wave for the Zoom Contact Center. These are "smart compose with...
James Stephen · 16 Sept 2024
GoTo Launches Connect CX for ‘Exceptional’ Customer Experiences
GoTo has introduced GoTo Connect CX to provide "exceptional" customer experiences. Connect CX comprises GoTo Connect’s award-winning virtual phone system plu...
James Stephen · 13 Sept 2024
Vonage and SAP Co-Create ‘Next-Gen’ Enterprise Apps
Vonage and SAP have partnered to create ‘next-generation’ communication and network APIs for enterprises. The companies will work together to produce innovat...
James Stephen · 12 Sept 2024
SugarCRM Appoints New CEO to 'Innovate and Grow'
SugarCRM has appointed David Roberts as its new Chief Executive Officer to help the company ‘innovate and grow’. The Silicon Valley-based customer relationsh...
James Stephen · 11 Sept 2024
ServiceNow Launches Xanadu to ‘Supercharge’ Productivity
ServiceNow has introduced its Now Platform Xanadu that it says will ‘supercharge’ productivity for businesses. Now Platform Xanadu comes with 'hundreds' of n...
James Stephen · 11 Sept 2024
Salesforce CEO Reveals its ‘Next Big Transformation’
The CEO of Salesforce has announced that its “next big transformation” will be shifting towards the use of autonomous AI agents. Salesforce Offers Enterprise...
James Stephen · 10 Sept 2024
Avaya Launches Experience Platform Public Cloud in India
Avaya has launched its Experience Platform (AXP) Public Cloud in India, which means that all of its AXP offerings are now available to businesses in the coun...
James Stephen · 9 Sept 2024
Dubber Appoints New CEO Following Financial Scandal
Dubber has hired Matthew Bellizia having dismissed its previous CEO Steve McGovern after $26.6 million went missing from the company accounts . Dubber Launch...
James Stephen · 9 Sept 2024
Analysts React to Salesforce's Acquisition of PredictSpring
Last month, Salesforce signed a definitive agreement to acquire the Point-of-Sale (POS) software vendor "PredictSpring". Describing itself as a "leading omni...
James Stephen · 3 Sept 2024
UK Government Proposes Double Compensation for Poor CX
The UK Government has proposed for water companies to be liable to compensating their customers by double the current amount for falling short of customer ex...
James Stephen · 13 Aug 2024
Calabrio and Five9 Combine Contact Centre Technologies
Calabrio and Five9 have partnered to offer customers a joint solution that brings together Calabrio's quality management and analytics capabilities with Five...
James Stephen · 9 Aug 2024
NICE Actimize Launches SURVEIL-X Behaviour to Monitor Employee Conduct
NICE Actimize has introduced its AI-powered employee monitoring solution ‘SURVEIL-X Behaviour’ into its SURVEIL-X Holistic Employee Conduct Surveillance suit...
James Stephen · 8 Aug 2024
Salesforce to Acquire Unified Omnichannel Retail Platform
Salesforce has signed a definitive agreement to acquire the Point-of-Sale (POS) software vendor ‘PredictSpring’. Describing itself as the retail POS market’s...
James Stephen · 2 Aug 2024
Vonage Selected by Global Automation Supplier for Improved Agent Experiences
Vonage announced that its Vonage Contact Center for Service Cloud Voice has been chosen by Endress+Hauser to enhance agent and customer experiences. As a res...
James Stephen · 14 Jun 2024
Nextiva Unveils Unified Customer Experience Management Solution
Nextiva is showcasing its Unified Customer Experience Management solution at Customer Contact Week 2024. Unified Customer Experience Management (UCXM) is a s...
James Stephen · 7 Jun 2024
8x8 Brings AI Support to UK Elections
8x8 has introduced ‘Ballot It!’ an AI-powered solution that provides voters in the UK with information about upcoming local and national elections. 8×8 Enjoy...
James Stephen · 7 Jun 2024
Five9 Integrates Salesforce’s Einstein into its AI Suite
Five9 has revealed that its latest release of Five9 for Service Cloud Voice with Partner Telephony will include Saleforce’s Einstein. Einstein is a generativ...
James Stephen · 5 Jun 2024
Avaya and LivePerson Partner to Provide a "Unified Omnichannel Suite"
Avaya and LivePerson have announced a partnership that enables enterprises to combine their digital, voice, and AI technologies. Indeed, Avaya customers may ...
James Stephen · 13 May 2024
Overworked and Under Paid: Call Center Industry the Weakest Job Market in the UK
Resume.io has uncovered that the contact center industry receives the lowest number of job applications in the UK. The resume-related services provider, Resu...
James Stephen · 26 Apr 2024
Triple Impact Connections Deploys CXone to Support Rapid Growth
NICE’s CXone has been selected by Triple Impact Connections to meet its fast growth. The solution can supply it with the scalability and flexibility required...
James Stephen · 29 Mar 2024
RingCentral MVP Rebrands as Employee Experience Platform ‘RingEX’
RingCentral is transforming RingCentral MVP into an employee experience-focussed platform, "RingEX" that will also leverage RingSense AI. According to the cl...
James Stephen · 25 Mar 2024
Zoom Launches New AI Companion, CRM Support, & VoC Capabilities
Zoom has unveiled its latest Contact Center release wave, which features new AI companion capabilities, CRM support, VoC features, and more. These new innova...
James Stephen · 19 Mar 2024
Cisco Completes $28BN Splunk Acquisition Following EU Antitrust Approval
Cisco has completed its acquisition of Splunk, having received approval from the EU antitrust regulator. With the purchase of Splunk safely past the EU watch...
James Stephen · 18 Mar 2024
Salesforce Launches Einstein 1 Field Service Edition
Salesforce has announced its new Einstein 1 Field Service Edition package that will help to increase technician productivity and operational efficiency. The ...
James Stephen · 15 Mar 2024
MaxContact, TForge Bring Omnichannel Experiences to South Africa
MaxContact and TForge have formed a strategic partnership to deliver omnichannel experiences to contact centres in South Africa and boost productivity. The c...
James Stephen · 14 Mar 2024
Gartner Predicts the Rise of Autonomous Agents
Gartner has predicted that by 2028 one third of interactions with generative AI will use action models and autonomous agents to complete tasks. Autonomous ag...
James Stephen · 14 Mar 2024
Medallia Appoints New CRO to Support Growth
Medallia has named Ben Brewer as its new Chief Revenue Officer (CRO) to help fuel growth at the company. Medallia’s Latest AI Innovations Promise Premium Per...
James Stephen · 13 Mar 2024
King Power Slashes Operational Costs with 8x8’s SMS API
King Power Corporation has seen a 30 percent reduction in its operational costs following its integration of 8x8’s SMS API into its e-commerce platform. 8×8 ...
James Stephen · 13 Mar 2024
GoTo Introduces Contact Center Pro for Larger Businesses
GoTo has launched its new contact centre solution ‘Contact Center Pro’ for medium to large-sized businesses. Contact Center Pro features omnichannel capabili...
James Stephen · 12 Mar 2024
Enghouse Introduces ‘Next-Gen’ AI Suite For Contact Centres
Enghouse Interactive has launched its EnghouseAI suite of "next-generation" artificial intelligence solutions to enhance contact centre capabilities, agent p...
James Stephen · 11 Mar 2024
VOXI by Vodafone Is the ‘First’ UK Telco to Deploy GenAI Chatbot
VOXI by Vodafone has become the ‘first’ UK telecommunications company to launch a generative AI (GenAI) chatbot. The telco hopes that its VOXI chatbot will e...
James Stephen · 7 Mar 2024
MaxContact Launches Partner Programme to Assist CCaaS Resellers
MaxContact has introduced a new partner programme to help resellers to take advantage of what it describes as a ‘rapidly growing contact centre market’. The ...
James Stephen · 6 Mar 2024
Playvox Launches Its WFM Solution on the Five9 CX Marketplace
Playvox’s full Workforce Management (WFM) solution is now available on the Five9 CX Marketplace. By adding its WFM solution to the marketplace, businesses ac...
James Stephen · 28 Feb 2024
Vulnerable Persons Charity Partners with Global CX Specialist
The vulnerable persons charity VoiceAbility has partnered with Sabio Group to enhance its communications, efficiency, and customer experiences (CX). Sabio Re...
James Stephen · 23 Feb 2024
Court Orders Air Canada to Pay Out for Chatbot’s Bad Advice
A small claims court has ruled that Air Canada should compensate one of its customers who was misled into paying for full-price flight tickets by a contact c...
James Stephen · 19 Feb 2024
evaluagent Launches a New Platform for More Prescriptive Contact Center Quality Assurance
Customer experience measurement is becoming increasingly prescriptive and descriptive. Last year, Salesforce released its Customer Success Score , and Genesy...
James Stephen · 9 Feb 2024
Verizon Launches a Dedicated Customer Experience Organization
Verizon has pledged to build an organization that focuses on creating quality customer and employee experiences, headed by the company’s first-ever Chief Cus...
James Stephen · 9 Feb 2024
Webex Contact Center with AI Assistant Available Soon in Beta
Cisco has revealed that several of the solutions and features released at WebexOne are now – or soon to be – available generally or in beta. A number of the ...
James Stephen · 6 Feb 2024
'Poor Customer Service Costs $3.7 Trillion Per Year'
Qualtrics XM Institute has found that poor customer service could collectively result in losses of $3.7 trillion annually. This represents a 19 percent rise ...
James Stephen · 2 Feb 2024
8x8 CEO Declares Revenue Rock Bottom Is Close, Announces New CX Product Line
8x8’s CEO told investors at its Q3 2023 earnings call that its revenue low-point is close before announcing a new customer experience (CX) product line. Samu...
James Stephen · 1 Feb 2024
656 Customer Service Employees Told to Take Off at American Airlines
American Airlines is laying off 656 contact center staff to "elevate" its customer support. While this may seem like an oxymoron, the airline plans to consol...
James Stephen · 30 Jan 2024
Zendesk Is 43 Percent Cheaper Than Salesforce Service Cloud, Finds Nucleus Research
Nucleus Research has published a report showing businesses that switched from Salesforce Service Cloud to Zendesk have managed to reduce their Total Cost of ...
James Stephen · 29 Jan 2024
SnapLogic Releases "Industry-First" GenAI Builder to Enhance Chatbot Experiences
SnapLogic has launched what it describes as the "world’s first" no-code generative AI (GenAI) development platform for enterprise applications that can be us...
James Stephen · 26 Jan 2024
SAP Announces Mass Restructure, Aims to Reskill 8,000 Employees
SAP has announced a mass restructuring with plans to reskill 8,000 employees, as it prepares for an AI-centric future. The leading CRM and ERP solutions prov...
James Stephen · 24 Jan 2024
Verint Bids to Boost Contact Centre Recruitment with an Interviewing Bot
Verint has launched an ‘Interviewing Bot’ that it believes will "transform the hiring process" within the contact center industry. The bot applies AI to ease...
James Stephen · 23 Jan 2024
NICE Drops an "Aggressive" Marketing Campaign for Enlighten AI
NICE has launched an "aggressive" marketing campaign for its AI-powered customer experience solution, Enlighten. Enlighten AI was first announced in 2021, bu...
James Stephen · 22 Jan 2024