From a potential bankruptcy to entering a Strategic Collaboration Agreement (SCA), here are some extracts from our most popular news stories over the last seven days.

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 and intelligent, automated solutions.

The two organisations are doubling down on their commitment to helping joint customers reimagine the experiences they deliver.

As a result of the SCA, Genesys and AWS plan to expand joint development and their go-to-market relationship to empower organisations to accelerate their digital transformation and cloud customer experience strategies.

Olivier Jouve, Chief Product Officer, Genesys, commented:

“At Genesys, our aim is to enable organizations to orchestrate differentiated customer and employee experiences; today, this is only made possible through seamless coordination of technologies, touchpoints and channels.

“As one of our foundational partners, our collaboration with AWS is central to our strategy for empowering customers with the capabilities and innovation they need to thrive.”

According to Genesys, more than 4,000 customers are already personalising customer experiences via the Genesys Cloud CX platform, a cloud-native solution built on AWS.

Genesys also states that over 800,000 users are leveraging the combined power of the two global technology companies across 13 AWS regions.

Verint Acquires Appointment Scheduling Tools from Qudini

Verint has expanded its Customer Engagement Platform with appointment scheduling capabilities from Qudini.

The new capabilities are available within a single solution that also offers virtual appointment, live video conversation, and event booking features.

Users may also harness tools within the platform for clienteling, virtual queuing, task management, and much more.

The following video showcases further capabilities now available to users of the Verint Customer Engagement Platform.

As these suggest, customers may use the solution in contact centers, branches, and stores, with Verint seemingly targeting retail.

Indeed, the CX vendor is framing the platform as its “retail choreography software”.

Nevertheless, it has applications in other sectors. Imogen Wethered, Founder and CEO of Qudini, will attest to this, alongside the ~20 employees joining Verint as part of the deal.

Indeed, Wethered noted the possibility for financial institutions to harness the technology when announcing the agreement on social media.

Salesforce Integrates Playvox Customer Engagement Tools

Workplace engagement solutions provider Playvox officially integrated its tools into the Salesforce Contact Center platform this Monday.