This week in CX sees acquisition news from Avaya and Google, Sprinklr's "digital twins", and a unified CCaaS and CSM platform from Genesys and ServiceNow.
Here are the extracts from some of our most popular news stories over the last seven days.
Avaya Acquires Edify, Continues Its Innovation Without Disruption Story
Avaya has snapped up Edify, a CCaaS, CPaaS, and UCaaS platform provider.
In addition, Edify offers AI-driven self-service solutions.
However, it’s best known for its Edify CX platform, which gels its CCaaS and CPaaS platforms.
That offering allows service leaders to define the contact center journeys they would like to create. Then, it provides a no-code engine to orchestrate those journeys.
The approach is divergent. After all, most CCaaS vendors give customers a boxed platform of settings, which they configure to try and piece together their ideal journeys.
With Edify, service leaders can compose those journeys themselves.
That’s evident in Edify’s mantra:
We don’t tell you what to do, we simply give you all the tools to do it.
That proved an extremely attractive prospect for Avaya. After all, many of its large enterprise customers will have significant journey and process customization needs (Read on...).
Sprinklr Develops “Digital Twins” to Spread Conversational AI Across the Enterprise
Sprinklr has announced a new conversational AI offering: Sprinklr Digital Twin.
The platform allows businesses to build an AI “twin” for the different layers of an organization.
For example, service, sales, and marketing – alongside other non-customer-facing departments – may create their own twin.
Each twin helps automate customer conversations. But, departments may also leverage the platform to create a copilot for employees.
Indeed, Sprinklr offers departments a canvas to develop their own ways of assisting employees.
Yet, instead of building out trees and dialogs, the developer first defines a specific action. Then, they provide the twin with access to data, knowledge, and the relevant systems via APIs.
From there, the twin performs the action autonomously.
Other conversational AI leaders have designed similar conversational AI platform offerings. But, Sprinklr’s stands out for a couple of critical reasons (Read on...).