Popular stories shared among agents, business leaders and our loyal readership are on top CX tips, new solutions launched and mergers. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Twilio Achieves Full STIR/SHAKEN Compliance
Twilio has achieved full compliance with the STIR/SHAKEN protocol which ensures phone calls transmitted via its platform are legitimate and authenticated.
All of Twilio’s calls will be stamped with an approval attesting to the fact that terminating service providers and end users can trust that the call is not illegally spoofed.
LivePerson Acquires German Firm e-bot7
LivePerson has announced they have bought German conversational AI firm e-bot7 with the aim of the acquisition to propel LivePerson’s self-service capabilities — empowering brands of all sizes to quickly launch AI-powered messaging experiences — as well as its continued growth across Europe.
Zoom Acquires Five9
Zoom has announced it is to buy cloud contact centre provider Five9. The all-stock transaction, valued at approximately $14.7bn, will see Five9’s contact centre as a Service (CCaaS) solution, which features a suite of applications for the management of omni-channel customer interactions, combined with Zoom’s communications platform. Zoom said the tie-up would allow it to offer a holistic customer engagement solution.