Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom Bolsters Its Contact Center Solution With New Innovations
Zoom has announced an array of new additions to its CCaaS solution, including live chat and SMS.
The live chat and SMS additions come with sophisticated routing functionalities, paving the way for better contact center conversations and seamless channel shifts. Dashboard enhancements also allow admins to access real-time metrics that relate to video engagements, enabling advanced performance management capabilities.
Medallia Acquires CXTeam
Medallia has acquired CXTeam, a CX consulting firm with clients based across Latin America.
The deal comes after the two companies established a successful long-term partnership, implementing Medallia solutions across hundreds of enterprises within the continent.
Leslie Stretch, CEO and President of Medallia, said:
CXTeam has been an incredible partner through the years, and I am thrilled to take this next step with them. This builds upon our momentum in the region, and with CXTeam’s deep expertise and experience, we can help more organizations use Medallia Experience Cloud to drive faster ROI.
Five9 and Deloitte Canada Join Forces
Five9 has partnered with Deloitte Canada to meet the growing demand for digital networking and Contact Centre as a Service (CCaaS) in the country.