From reported layoffs at Verint to a new Agentforce release, here are extracts from some of this week’s most popular news stories.
What Verint’s Mass Layoffs Mean for Your CX Tech Stack
Verint has reportedly laid off hundreds of employees worldwide as the company begins life under private equity ownership following its $2 billion acquisition by Thoma Bravo.
The cuts, first reported by Israeli business publication CTech, affect staff across multiple regions.
Several dozen of those let go are based in Israel, where Verint operates an R&D hub of around 200 employees – roughly five percent of its pre-layoff global headcount of approximately 3,800.
The news was also discussed by Enterprise Communications Analyst, Dave Michels, who wrote on LinkedIn:
“Who could have predicted this? After $2 billion buyout, Verint lays off hundreds as private equity era begins”
Despite these reports, it is important to note that the layoffs have not yet been confirmed by Verint (Read more...).
Salesforce Launches Agentforce for Communications to Target Telecom Efficiency and Customer Retention
Salesforce has announced the launch of Agentforce for Communications, a vertical solution with telco-specific AI agents designed to automate and improve telecommunication tasks in CX, sales, and business operations.
By using real-time data and natural language understanding to take actions and provide insights, this will enable telecom companies to tackle unnecessary technical debt and allow service agents to focus on complex tasks, improving productivity in customer interactions.
The CRM giant reveals that this set of AI agents was launched in response to telecom companies seeing slow ROI and rising customer churn despite heavy investments, allowing these businesses to move away from repetitive workloads and fragmented systems to improve their CX.
David Fan, SVP & GM for Communications at Salesforce, explains how these AI agents will allow telecom companies to operate more efficiently and generate higher revenue.
“With Agentforce for Communications, we’re helping telecom companies work smarter by connecting every part of their business, from sales to customer service to field operations, with AI agents that work 24/7 alongside human teams,” he said (Read more...).
Four Data Broker Breaches Cost U.S. Consumers $20BN Over a Decade, Congress Finds
A new U.S. Congressional report is putting a figure on something many consumers already feel. Beyond inconvenience, data breaches create lasting financial harm.
