Welcome to our round-up of the top news in the CX space over the last seven days.
The Latest on Avaya’s Restructuring Plans
With revenues falling 21 percent year on year, a new CEO at the helm, and convertible debt due, Avaya has endured a storm of disruption in recent months.
Yet, the communications vendor is not sitting around, hoping for the tide to change. Instead, it is already kicking new plans to rightsize the business into gear.
Indeed, Avaya has now submitted an SEC filing in which it claims to be undertaking a series of cost-cutting measures – which, unfortunately, include layoffs.
As a result of these measures, the vendor hopes to cut $250M in annual costs.
Zendesk Adds New Features to Its Portfolio
Zendesk has launched a handful of messaging and analytics features, alongside new innovations geared towards sales teams.
Yet, perhaps most interesting is its new ticket handling capabilities. Now, employees can raise tickets by messaging a handle within Slack, supporting internal helpdesk use cases and B2B conversations.
Zendesk has also simplified its mobile messaging to give users more insights into tickets. Users can now add information like device, browser, or language to collect more info for ticket handling.
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.