SiriusXM In Hot Water for Its Contact Center's Subscription Cancellation Practices
SiriusXM has entered legal trouble concerning its call center account cancellation practices. Indeed, the subscription-based satellite radio and streaming se...
Rory Greener · 6 Dec 2024
Avaya Fined $1MN Over the 2020 SolarWinds Hack
Earlier this week, the Securities and Exchange Commission charged Avaya for misleading public disclosures relating to the infamous 2020 SolarWinds hack. Unis...
Rory Greener · 25 Oct 2024
Salesforce Announces AI Analytics Platform: Tableau Einstein
This week, Salesforce announced a new AI visual analytics platform, Tableau Einstein, to help scale and enhance data-driven workflows. The move comes as Sale...
Rory Greener · 20 Sept 2024
Coveo Debuts GenAI Tools on Genesys Cloud and AppFoundry
This week, Coveo announced integration on the Genesys Cloud and AppFoundry to scale the distribution of Coveo’s enterprise AI platform, including search and ...
Rory Greener · 17 May 2024
Salesforce Debuts Unified Conversations Service for WhatsApp
This week, AI CRM platform provider Salesforce debuted the general availability of its Unified Conversations service for WhatsApp. The integration enables bu...
Rory Greener · 12 Apr 2024
Vonage, AWS Unite to Protect Businesses from Fraud
This week, leaders in enterprise-grade cloud communications solutions Vonage announced a collaborative partnership with Amazon Web Services (AWS) in a joint ...
Rory Greener · 16 Feb 2024
Salesforce Completes Spiff Acquisition
Salesforce has completed its acquisition of Spiff, a compensation management (ICM) software solutions provider, via the signing of a definitive agreement. No...
Rory Greener · 2 Feb 2024
Zendesk’s New No-Code Personalisation Tools to Ensure Customer Loyalty
This Wednesday, Zendesk announced a set of no-code tools that provide business end-users with custom data services for generating bespoke customer experience...
Rory Greener · 10 Nov 2023
Mitel Gets Contact Center Makeover, Completes Atos Acquisition
This week, global leader in business communications Mitel announced the acquisition of Unified Communications and Collaboration (UCC) and Communication and C...
Rory Greener · 6 Oct 2023
Diabolocom Acquires Phedone in GenAI Push
This week, Diabolocom, a European provider of cloud-based CX management solutions, acquired French start-up Phedone in a bid to leverage GenAI technology for...
Rory Greener · 3 Oct 2023
Salesforce Debuts Slack Sales Elevate
Today, Salesforce debuted Slack Sales Elevate, a platform for improving sales agent productivity by allowing them to leverage real-time data natively via the...
Rory Greener · 2 Aug 2023
Microsoft Unveils 22 Upcoming Features for Its CCaaS Solution
Microsoft is once again revving its engines and preparing a range of upcoming features to boost its CCaaS platform: Dynamics 365 Customer Service. Of its lat...
Rory Greener · 1 Aug 2023
How the Talkdesk and eGain AI Initiative Modernizes CX Expectations
Talkdesk and eGain have teamed up, brining new knowledge management and agent-assist AI to the former's CCaaS platform.
Rory Greener · 21 Jul 2023
Salesforce Makes Service and Sales GPT Generally Available, Reveals Pricing
This week, Salesforce announced pricing for its much-anticipated Service GPT, Sales GPT, and Einstein GPT Trust Layer, as the firm aims to leverage generativ...
Rory Greener · 20 Jul 2023
WhatsApp Business Removes Facebook Account Requirements
This week, Meta announced a roadmap of new features for its WhatsApp Business application that aims to improve the process of interacting with and redirectin...
Rory Greener · 28 Jun 2023
Gartner: Just 8 Percent of Consumers Used a Chatbot During Their Latest Service Experience
This week, leading CX analyst Gartner released a survey highlighting how eight percent of its survey participants used a chatbot in their most recent custome...
Rory Greener · 16 Jun 2023
ServiceNow Adds Generative AI to Its Virtual Agent Solution
ServiceNow has launched its Now Assist for Virtual Agent solution, which leverages generative AI to improve the productivity of contact center agents and dig...
Rory Greener · 13 Jun 2023
Zoom Launches New EU Privacy Features
This Week, major video conferencing firm Zoom announced security updates to ensure its EU clients with improved privacy controls. Zoom launched its new priva...
Rory Greener · 8 Jun 2023
Zendesk Cuts Its Staff by 8 Percent: Here's Why
Last Wednesday, Zendesk concluded the month by announcing the reduction of roughly eight percent of its workforce due to macroeconomic factors and an "increa...
Rory Greener · 6 Jun 2023
Accenture Purchases Nextira in AI, ML Push
Accenture has acquired Nextira, a provider of cloud-based analytics, enterprise-grade immersive experiences, and predictive data solutions to support custome...
Rory Greener · 2 Jun 2023
Content Guru Continues AI Integration Journey
Content Guru has expanded the integration of Jabra Engage AI into its storm platform, which analyzes variations in the tone of a contact center agent's voice...
Rory Greener · 31 May 2023
SAP Doubles Down on AI Commitment with Microsoft
This Tuesday, enterprise software company SAP doubled down on its AI commitment. In a blog post, the company noted how it is leveraging modern AI solutions t...
Rory Greener · 17 May 2023
ChatGPT Hype Is Driving Enterprise-Grade AI Adoption, says Gartner
In a survey consisting of 2,500 executive leaders, Gartner uncovered that 45 percent of business execs marked the current hype-cycle of ChatGPT as a signific...
Rory Greener · 3 May 2023
Sisense Appoints a New CEO and COO
Prominent analytics and business intelligence platform provider Sisense has promoted Ariel Katz to Chief Executive Officer and Kristina Agassi to Chief Opera...
Rory Greener · 28 Apr 2023
ServiceNow Becomes the Fastest-Ever Enterprise Software Firm to Break the $2BN Revenue Barrier
ServiceNow has surpassed a $2BN quarterly revenue for the first time in its history, becoming the fastest enterprise-grade software firm to hit the target. I...
Rory Greener · 27 Apr 2023
Zoom, Oracle to Optimize Telehealth Services
This week Oracle and Zoom enhanced their collaboration to leverage telehealth channels on Oracle Cerner Millennium to improve remote patient appointment conn...
Rory Greener · 20 Apr 2023
Staff Could Leave Businesses Without Hybrid Considerations, Gartner says
This week, Gartner published a report indicating that employees are 12 percent more likely to leave a business without clear hybrid-working considerations. C...
Rory Greener · 18 Apr 2023
Gartner Outlines Four Step to Combat Change Fatigue
Employee fatigue is a real issue. CIOs must implement changes to respect employee standings such as apathy, burnout, and frustration by approaching workplace...
Rory Greener · 14 Apr 2023
Enghouse Discusses Its Latest Innovations, IoT, and ChatGPT
Enghouse Interactive is a CX solutions provider delivering a range of contact center services based on various technologies stacks and open standards. Enghou...
Rory Greener · 30 Mar 2023
Virtual Humans for CX Success
At its yearly GTC online event between March 20-23, NVIDIA unveiled Avatar Cloud Engine (ACE), a collection of microservices to support the development and i...
Rory Greener · 24 Mar 2023
Diving Into Adobe's Real-Time CDP Updates
This Wednesday, at its yearly Digital Experience Conference, Adobe announced updates to its Real-Time Customer Data Platform (Real-Time CDP) that provides ex...
Rory Greener · 23 Mar 2023
ChatGPT Gains Enterprise APIs
This Wednesday, trending tech firm OpenAI the group behind ChatGPT, announced new enterprise-grade APIs to assist businesses in leveraging the service for be...
Rory Greener · 3 Mar 2023
Zendesk Debuts Proactive Messages, a Conversational Experience Tool
Zendesk has announced Proactive Messages, a platform for delivering proactive conversational experiences and requests. The solution allows users to scale con...
Rory Greener · 2 Mar 2023
Medallia Debuts CX Platform for Omnichannel Insights
Medallia has launched a Medallia Experience Orchestration (MXO) service designed to give clients omnichannel customer insights that personalize and optimize ...
Rory Greener · 22 Feb 2023
The Latest on ChatGPT and Its Potential In the Contact Center
Remember the dawn of the iPhone? In a matter of months, hundreds – if not thousands – of products became almost obsolete. Physical dictionaries, notepads, mp...
Rory Greener · 10 Feb 2023
IBM Acquires Stepzen to Scale AI, Cloud Ambitions
This Wednesday, IBM announced its first acquisition of 2023 with the purchase of StepZen, a firm producing low-code GraphQL developer suites for building hig...
Rory Greener · 9 Feb 2023
Zoom to Lay Off 15 Percent of Staff, Amidst Enterprise Growth
In an official company blog post this Tuesday, Zoom CEO Eric Yuan explained how his firm would lay off roughly 15 percent of its employees. The lay-offs acco...
Rory Greener · 8 Feb 2023
Hubspot Is Downsizing by 7 Percent. Here's Why
This Tuesday, the CEO of Hubspot, Yamini Rangan, announced via a blog post that his firm will lay off approximately 500 team members. The prominent CRM provi...
Rory Greener · 2 Feb 2023
NICE Integrates ChatGPT Generative Modelling into CXone Expert
This Thursday, NICE officially announced the integration of its CXone Expert solution with OpenAI's generative modeling infrastructure - OpenAI also integrat...
Rory Greener · 27 Jan 2023
Snowflake X SnowConvert Merger Accelerates Cloud-Data Migrations
This Thursday, Data Cloud service providers Snowflake acquired SnowConvert by Mobilize.Net to integrate the latter's database migration tools into its Cloud ...
Rory Greener · 20 Jan 2023
Kore.ai to Showcase RetailAssist at NRF 2023
This Wednesday, Kore.ai announced the upcoming launch of RetailAssist at the National Federation of Retailers show (NRF 2023) in New York City on January 14,...
Rory Greener · 13 Jan 2023
Salesforce Integrates Playvox Customer Engagement Tools
Workplace engagement solutions provider Playvox officially integrated its tools into the Salesforce Contact Center platform this Monday. The move allows Sale...
Rory Greener · 12 Jan 2023
How Avaya Can Help You Expand Your Customer Experience Into the Metaverse
Cloud communications solutions and multi-cloud application ecosystem provider Avaya has demonstrated a new way for its customers to extend their customer con...
Rory Greener · 19 Dec 2022
Ericsson Aims to Turn Vonage Into a 5G App Pioneer
Last month, cloud communications firm Ericsson revealed plans to migrate 5G developer tools into its customer experience (CX) platform, stemming from Ericsso...
Rory Greener · 1 Dec 2022
NHS Digital Adopt ServiceNow Cloud Management Tools
This Wednesday, the NHS partnered with ServiceNow, a cloud-based customer experience (CX) platform, to enhance connectivity between employees and customers. ...
Rory Greener · 24 Nov 2022
IBM to Sue Micro Focus for Software Theft
This Tuesday, major international technology firm IBM filed a lawsuit against enterprise-grade digital solutions developer and former partner Micro Focus wit...
Rory Greener · 23 Nov 2022
Talkdesk Debut No and Low-Code Custom Call Center Tools
This Wednesday, Talkdesk, a leading cloud-based customer experience (CX) solutions provider, introduced no-code and low-code tools for creating custom contac...
Rory Greener · 18 Nov 2022