This week in CX has seen a major business move from Avaya, an agentic AI release from SAP, and much more.
Here are the extracts from some of our most popular news stories over the last seven days.
Avaya to Stop Supporting Public Cloud Contact Centers with Fewer Than 200 Seats
Avaya will enforce a monthly minimum commitment of 200 seats, effective from June 30, 2025.
The move will impact Avaya Experience Platform (AXP) Public customers.
Customers with fewer seats may cancel their subscription without charge by providing a written notice to Avaya before June 30.
Alternatively, they can modify their subscription to meet the 200-seat threshold.
All AXP Public subscription bundles will be affected, including the “Digital Only”, “Voice Only”, and “All Media” offerings.
Customers that use these in combination must ensure that – all together – their seat count meets that 200-seat minimum target.
The news comes as part of an “AXP evolution update”, which Avaya sent to its customers on January 31, 2025 (Read on...).
SAP Unleashes Several “Ready-to-Use” AI Agents, Introduces a Custom Builder
SAP has launched a number of “ready-to-use” AI agents, with more slated to be released throughout 2025.
Currently available across customer service, sales, and finance, the AI agents are powered by Joule, the company’s virtual assistant.
Included in the first release is the Cash Collection agent, which SAP originally previewed at TechEd in October 2024.
The agent simplifies the dispute resolution process by collaborating across customer service, finance, and operations.
In doing so, the agent is able to mechanize various tasks that would otherwise require hours of manual work.
Moreover, the company outlined the following oven-ready AI agents: Q&A, Knowledge Creation, Case Classification
In an official SAP announcement, the company emphasized how its approach to agentic AI will differentiate it from others in the space (Read on...).