Two-Way Messaging and the Future of Customer Communication
Today’s customers are constantly bombarded with messages, emails, and communications they don’t care about. As a result, customers have grown tired of freque...
Zac Wang · 27 Oct 2022
Are You Ready to Integrate CCaaS with UCaaS?
CCaaS and UCaaS have historically been separate concerns for companies, often treated as independent purchases and investments. This distance also represente...
Zac Wang · 24 Oct 2022
Avaya Expands Its Partnership with Alcatel-Lucent
Avaya and Alcatel-Lucent Enterprise (ALE) announced they will expand their existing partnership, which sees the companies cross-sell their flagship products,...
Zac Wang · 5 Oct 2022
Qualtrics Announces Two New AI Solutions to Stop Agent Turnover
Qualtrics announced two new AI-powered features aimed at reducing agent workload amid a labor shortage in the industry: Real-Time Agent Assist and Automated ...
Zac Wang · 5 Oct 2022
Could Zendesk’s Latest AI Announcements Spell Trouble for the Company?
At the moment, AI is the name of the game for customer experience tech vendors. From Salesforce to Dialpad to Genesys , it seems as if tech companies are try...
Zac Wang · 4 Oct 2022
Globant Expands in Europe with Italian Acquisition
Globant, a UK-based multinational IT services company, announced today that it has acquired Sysdata, an Italian business and technology consultancy, in a mov...
Zac Wang · 3 Oct 2022
Martech Buyers Are Only Using 42 Percent of Their Tech Stack, Says Gartner
A new Gartner survey has found that marketers are only using 42 percent of the capabilities available in their marketing tech stack, down from 58 percent in ...
Zac Wang · 3 Oct 2022
Businesses Will Prioritize Digitization During Uncertainty, Says Adobe
Adobe released a comprehensive new study, showing that employees and managers alike increasingly rely on a digitized workplace to stay productive and increas...
Zac Wang · 3 Oct 2022
Dialpad Launches New AI Tools To Help Contact Centers Cut Costs
Dialpad has introduced new AI-powered tools aimed at helping reduce workload for contact center supervisors, managers, and agents. The first, Dialpad Ai Agen...
Zac Wang · 3 Oct 2022
Concentrix Grows Revenue, But Trouble Might Be Brewing Ahead
Concentrix reported a 13.1 percent growth in revenue year on year, even as other competitors in the industry struggled recently amid record inflation and dec...
Zac Wang · 29 Sept 2022
Oracle Dives into the Workforce Management Space
Oracle NetSuite today announced NetSuite SuitePeople Workforce Management, a new solution aimed at helping organizations manage labor costs and profitability...
Zac Wang · 29 Sept 2022
What Contact Centers Can Learn from Glassdoor's Top Remote Employers, as the Industry Struggles to Retain Staff
Despite the contact center industry embracing the transition to the cloud, remote working, and the rise of AI and automation, companies are faced with saggin...
Zac Wang · 28 Sept 2022
Women in CX Day Conference Is on 5th October!
The world’s first conference for female professionals in the CX industry, WiCX Day, will kick off next week on 5 th October in London. Its jam-packed agenda ...
Zac Wang · 28 Sept 2022
Sutherland Acquires Augment CXM
Sutherland announced that it has acquired AI-based customer experience platform Augment CXM, as the industry doubles down on AI and automation solutions amid...
Zac Wang · 27 Sept 2022
All the News You Might Have Missed from Salesforce’s Dreamforce Bash
AI, automation, and efficiency were the words of the day at the Dreamforce conference, Salesforce’s annual get-together aimed at showcasing new products and ...
Zac Wang · 26 Sept 2022
CFOs Scuppering Your Deals? Here's Salesforce Advice for Winning Them Over
It seemed like it was just yesterday that CX companies like Avaya and Five9 were reporting record revenues, riding high on the wave of a COVID-induced rush t...
Zac Wang · 23 Sept 2022
Salesforce Lets Contact Center Genie Out the Bottle, Promising Next-Level CX Automation
Salesforce announced its latest contact center platform, named Contact Center Genie, during its annual Dreamforce conference this week. The AI-powered platfo...
Zac Wang · 22 Sept 2022
Five9 Announces Salesforce Integration as Companies Scramble to Consolidate Tech Stacks
Five9 has announced its Service Cloud Voice for Partner Telephony will be available on Salesforce AppExchange. The new integration gives agents access to cor...
Zac Wang · 21 Sept 2022
Companies Brace as Downturn Hits CX Industry
During turbulent times, CEOs of CX companies often reassure investors, customers and the media by reminding them that their products are “mission-critical”. ...
Zac Wang · 20 Sept 2022
Adobe Smashes Revenue Records, Tapping into CXM Growth with Experience Cloud
Software giant Adobe posted record quarterly revenues, at $4.43 billion, and registered 15 percent year on year growth, buoyed by increased customer interest...
Zac Wang · 20 Sept 2022
Twilio Lays Off 11 Percent of Its Workforce
Twilio will lay off approximately 11 percent of its staff, CEO Jeff Lawson announced in a message to Twilio employees, joining the likes of Google, Meta, and...
Zac Wang · 15 Sept 2022
Daon IdentityX Is Now Available on Genesys AppFoundry
Daon IdentityX is now available on Genesys AppFoundry, allowing companies to verify customers’ identities during calls in real-time. IdentityX will connect w...
Zac Wang · 13 Sept 2022
Banking-as-a-Service Tipped to Reform Customer Experience in Finance and Beyond, Says Gartner
Banking-as-a-Service (BaaS) will hit mainstream adoption within two years, according to a report from Gartner on the future of digital banking. Indeed, Gartn...
Zac Wang · 12 Sept 2022
Verint Records a 30 Percent Increase in Cloud Revenue, Defying the Economic Downturn
Verint released its latest revenue figures for Q2, and they once again proved that the CX industry is particularly resilient even amid a historic cost of liv...
Zac Wang · 8 Sept 2022
Agents' Attitude, Not Speed, Is Key During Cost-of-Living Crisis, Twilio Research Finds
Speed is no longer the holy grail for customer service excellence, a new report commissioned by Twilio has found, as consumers seek more advice and support o...
Zac Wang · 7 Sept 2022
Twilio Dominates the CPaaS Market, says RiverPark Funds
Twilio leads the fast-growing CPaaS market, with analysts predicting it will double its revenue in the next three years. RiverPark Funds, an investment manag...
Zac Wang · 6 Sept 2022
EvaluAgent Is Now Available on Red Box
Contact center quality assurance platform EvaluAgent has announced its solutions are now available on Red Box, which provides voice recording services for co...
Zac Wang · 5 Sept 2022
CCaaS Market to Double in Five Years, Report Says
The global contact center as a service (CcaaS) industry is forecasted to reach $19.8 billion by 2031, according to a report published by Allied Market Resear...
Zac Wang · 2 Sept 2022
Five9 to Sell Data Analysis Platform Aceyus VUE on its CX Marketplace
Five9 announced it will resell the Aceyus VUE solution on the Five9 CX Marketplace, providing actionable data insights to contact centers. Aceyus VUE provide...
Zac Wang · 2 Sept 2022
Inflation Hits CX Companies, with Salesforce the First to Batten Down the Hatches
CRM giant Salesforce is feeling the effects of “ stretched” sales cycles and a slowdown in its deal closing rate as inflation worries make their way into the...
Zac Wang · 1 Sept 2022
Avaya’s CEO Discusses Its “Crown Jewel”, Job Cuts, and “Innovation Without Disruption”
After a disappointing quarter which saw revenues decline 21 percent year on year, Avaya has refreshed its top leadership, bringing on board industry veteran ...
Zac Wang · 1 Sept 2022
Infobip Adds WhatsApp and SMS Integrations to HubSpot
Infobip has released a HubSpot integration that provides WhatsApp and SMS messaging capabilities for HubSpot users. The new feature will allow businesses to ...
Zac Wang · 30 Aug 2022
Avaya Looks to APAC for Growth After Revenue Slump
Avaya is expanding its already massive global footprint in a bid to shore up its revenue after a disappointing Q3. The company announced its OneCloud CCaaS s...
Zac Wang · 26 Aug 2022
Using Metaverse Technologies to Improve Customer Experience
As hype around the metaverse dies down, following a year of million-dollar virtual land grabs and companies launching NFTs, experts are starting to different...
Zac Wang · 25 Aug 2022
Private Equity Firm Acquires SAP Litmos
German software giant SAP announced it will sell its Litmos training platform to US private equity firm Francisco Partners, with the deal expected to finaliz...
Zac Wang · 24 Aug 2022
Reimagining the Helpdesk: CX Today Expert Round Table
Helpdesks are growing up. From integrating natural language processing (NLP) capabilities to leaning on artificial intelligence to pre-emptively answer a que...
Zac Wang · 24 Aug 2022
Zoom Contact Center Sales ‘Exceed Expectations’
Zoom Contact Center has achieved sales results executives had not expected "for another 18 to 24 months," Kelly Steckelberg, Zoom’s CFO , said during the com...
Zac Wang · 23 Aug 2022
“We Are Winning the Market!” NICE Announces Sixth Consecutive Quarter of 10%+ Growth
NICE reported a 16 percent increase year on year in revenue in Q2, landing a sixth consecutive quarter of mid-teens growth. Revenue from cloud products incre...
Zac Wang · 22 Aug 2022
The Complete NICE CXone Platform Is Now Available Natively on Azure
NICE has announced that its CXone platform is now available on Microsoft Azure, joining the likes of Oracle and Avaya in the burgeoning cloud CX market. The ...
Zac Wang · 18 Aug 2022
Survey Shows Contact Center AI Use Is Up Almost Fourfold Since 2019
A newly released report commissioned by Five9 shows that 73 percent of contact centers now use AI tools in their operations. Compare this to just 19.3 percen...
Zac Wang · 18 Aug 2022
HubSpot to Hike Up Prices for Its Marketing Hub
HubSpot plans to increase pricing by 12 percent on the enterprise tier of its marketing hub in September as businesses seek to cut costs and focus on revenue...
Zac Wang · 17 Aug 2022