Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom Bolsters Conversational AI with M&A
Zoom has acquired conversation AI platform Solvvy as it continues to expand its contact centre credentials. Zoom execs said the new technology will add scalable self-service capabilities to its recently launched Zoom Contact Center platform.
The acquisition comes after the recent release of Zoom IQ, a conversational analytics tool for outbound sales teams.
Zendesk Announces New CRM and Employee Experience Capabilities
Zendesk has added sophisticated conversational AI features to its CRM solutions, enabling companies to automate customer interactions on Facebook Messenger and WhatsApp.
The new features allow users to build and train custom bots while feeding them third-party data and enabling complex workflows that resolve a whole host of common customer queries.
The Complete Avaya OneCloud Portfolio Is Now Available on Microsoft Azure
Avaya has strengthened its Microsoft partnership, announcing that all Avaya OneCloud solutions are now available on Azure.
After numerous successful implementations of the Avaya OneCloud CCaaS solution through the public cloud computing platform, its CPaaS and UCaaS will now join the mix.