Big CX News from Salesforce, Five9, NICE, and Medallia
From launched AI-powered contact centre offerings to securing multiple 'megadeals', here are some extracts from our most popular news stories over the last s...
Ryan Smith · 24 Feb 2023
A Look Into The Smart Retail Tech Expo 2023
Live event season is about to get underway, and it is starting with the Smart Retail Tech Expo 2023 , which begins next Tuesday (February 28). Keeping up con...
Ryan Smith · 24 Feb 2023Big CX News from Avaya, AWS, and Cisco
From bankruptcy announcements to entering strategic partnerships, here are some extracts from our most popular news stories over the last seven days. Avaya O...
Ryan Smith · 17 Feb 2023
The Latest on Twilio's Second Round of Layoffs
Twilio is laying off approximately 17 percent of its workforce as part of a restructuring plan. Twilio Ditches Zipwhip Only 18 Months After Acquiring It for ...
Ryan Smith · 17 Feb 2023Big CX News from Google, Avaya, and Microsoft
From accusations of "massive fraud" to providing competition for ChatGPT, here are some extracts from our most popular news stories over the last seven days....
Ryan Smith · 10 Feb 2023
GoTo Creates a Unified Home For Customer Conversations
GoTo is looking to boost how organizations interact with their customers by launching a new solution that combines GoTo Connect and customer communication to...
Ryan Smith · 6 Feb 2023Big CX News from Salesforce, Cisco, 8x8, and Gartner
From committing support for legacy systems to more layoffs within the CX industry, here are some extracts from our most popular news stories over the last se...
Ryan Smith · 6 Feb 2023
8x8 Rues Lost Opportunities to Drive CCaaS Growth With Its UC Base
8x8 has not "done a great job" of using its UC customer base to cross-sell its contact center offering, according to Samuel Wilson, 8×8’s Interim CEO . Seein...
Ryan Smith · 2 Feb 2023
Contact Center Agents Are Avoiding New Tech - Gartner
45 percent of contact center agents are avoiding adopting new technologies, according to a new Gartner study. The online survey of 850+ agents and support sp...
Ryan Smith · 31 Jan 2023Big CX News from Salesforce, SAP, ServiceNow, and Microsoft
From setting out company ambitions to multibillion-dollar investments, here are some extracts from our most popular news stories over the last seven days. Ne...
Ryan Smith · 27 Jan 2023
ServiceNow CEO: Our Ambition Is to Be the Defining Enterprise Software Company of the 21st Century
Bill McDermott, Chairman and CEO at ServiceNow, has set out the ambition to turn the organization into the "defining enterprise software company of the 21st ...
Ryan Smith · 26 Jan 2023Big CX News from Calabrio, Gartner, Dialpad, and Snowflake
From retirements to new integrated apps in a marketplace, here are some extracts from our most popular news stories over the last seven days. Thomas Goodmans...
Ryan Smith · 23 Jan 2023
ServiceNow Transforms Its Partner Program to Build Ecosystem Growth
ServiceNow has announced a major transformation of its partner program in order to further partner growth and customer success. According to the company, the...
Ryan Smith · 18 Jan 2023Big CX News from Genesys, AWS, and Verint
From a potential bankruptcy to entering a Strategic Collaboration Agreement (SCA), here are some extracts from our most popular news stories over the last se...
Ryan Smith · 16 Jan 2023
Genesys and AWS Commit to Reimagine Customer Experiences
Genesys has entered a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AMS) to help organisations create deeper coordination of technologies...
Ryan Smith · 11 Jan 2023Big CX News from Salesforce, TELUS, and Alchemer
From mass job layoffs to the completion of acquisitions, here are some extracts from our most popular news stories over the last seven days. Salesforce Start...
Ryan Smith · 9 Jan 2023
TELUS International Completes WillowTree Acquisition
TELUS International has completed its acquisition of WillowTree. Following the purchase, the digital experience solutions provider will add key front-end des...
Ryan Smith · 5 Jan 2023Big CX News from Zoom, Salesforce, and Google
From estimated revenue slumps to new contact center innovations, here are some extracts from our most popular news stories over the last seven days. Zoom Rel...
Ryan Smith · 19 Dec 2022
New Zoho Desk Updates Blend Human and Artificial Intelligence
Zoho has launched new tools for Zoho Desk that are designed to help customer service teams evolve with the changing needs of customers and meet business expe...
Ryan Smith · 15 Dec 2022
Zoom Releases Salesforce App for Zoom Team Chat
Zoom customers can now download a Salesforce App for Zoom Team Chat. In releasing this innovation, Zoom is delivering on its promise to make Team Chat a "hub...
Ryan Smith · 14 Dec 2022
'Unrest at Salesforce' Before co-CEO Stepped Down
There was 'unrest' at Salesforce ahead of co-CEO Bret Taylor announcing that he is leaving the company, according to multiple reports. The Wall Street Journa...
Ryan Smith · 9 Dec 2022
Slack CEO Announces Departure Days After Salesforce co-CEO
Stewart Butterfield, the CEO and Founder of Slack , has announced that he will be leaving the company in January 2023. The announcement comes just days after...
Ryan Smith · 7 Dec 2022
Rumors Circulate About a RingCentral Take-Over of 8x8
An unnamed Investing.com source has told the financial news website that RingCentral has approached 8x8 about a potential take-over. According to the post, R...
Ryan Smith · 23 Nov 2022
Microsoft's New CCaaS Features Improve Data Management
Microsoft has introduced four new features to Microsoft Dynamics 365 Customer Service, which are designed to improve the viewing of customer service data. Th...
Ryan Smith · 23 Nov 2022
HubSpot Improves Customer Communication With WhatsApp Availability
HubSpot has revealed that its native integration for WhatsApp is now available to all Marketing Hub and Service Hub customers at the Professional tier and ab...
Ryan Smith · 23 Nov 2022
Verint Ensures Compliant Communication for Microsoft Teams Users
Verint has confirmed the availability of the latest version of its compliance recording integration with Microsoft Teams. The Verint Interaction Recording so...
Ryan Smith · 18 Nov 2022
Cisco's Cloud Contact Center Showing 'Great Strength' - CEO
Cisco's cloud contact center business is showing "great strength" and will play a part in future growth, according to CEO Chuck Robbins . He made the stateme...
Ryan Smith · 17 Nov 2022
Avaya Commits to Delivering Environmental, Social, and Governance Progress
Avaya has released its annual Corporate Responsibility Report, which highlights the positive impacts that the company has made to address global issues. In t...
Ryan Smith · 2 Nov 2022