This week in CX, we have seen big CCaaS news from Zendesk and Genesys, a Microsoft rebranding, and a bold claim from Accenture.
Here are extracts from some of our most popular news stories over the last seven days.
Zendesk Debuts a New CCaaS Platform, Wants to “Redefine” the Contact Center Landscape
Zendesk has unveiled a new CCaaS platform: Zendesk for Contact Center.
The announcement follows last month’s acquisition of Local Measure for a reported $100MN.
Local Measure is a close contact center partner of AWS. It offers a CCaaS platform known as “Local Measure Engage.”
While that acquisition is yet to close, Zendesk for Contact Center signals a relaunch of that product.
The CRM giant has especially high hopes for it, too. Indeed, Zendesk issued a press release suggesting it will advance the solution to “redefine the contact center landscape”.
That’s not necessarily from a capability perspective. After all, Local Measure offers many of the same capabilities as Amazon Connect, just pre-packaged.
Instead, Zendesk may aim to redefine the landscape by converging its contact center technologies (Read on...).
Genesys Introduces Its Biggest-Ever CCaaS Bundle, Emphasizes “Exceptional Value”
Genesys has launched its most comprehensive contact center bundle ever: Genesys Cloud CX 4.
Available from $240 per user per month, the offering includes all of Genesys’s core CCaaS solutions.
As such, customers may leverage its voice and digital channels, workforce engagement management (WEM), IVR, co-browsing, knowledge management, conversational analytics, proactivity tools, and other cornerstone capabilities.
Another bundle – Genesys Cloud CX 3 – offers all this at $155 per user per month.
However, CX 4 pulls in three additional features, aiming to help omnichannel contact centers inject AI into their service experiences “at the best value”.
On top of everything included in CX 3, CX 4 layers over the Genesys Cloud Agent Copilot, Customer Journey Management, and 30 AI Experience Tokens per named agent.
The Copilot assists live agents as they complete their everyday work. It suggests next-best-action recommendations, surfaces real-time insights, and automates post-contact processes (Read on...).
