Short, checked, cited where we can. The announcements, the moves and the things worth a look.
Follow @cxtodaynewsMicrosoft added a historical dashboard for the Quality Evaluation Agent in Dynamics 365 Contact Center to its roadmap. It pulls completed evaluations into one view, tracking quality scores and trends across chosen date ranges with up to two years of history. General availability is slated for March 2027. AI scoring every call is useful; proving it's improving is better.
Microsoft has been named a Leader in Gartner's 2026 Magic Quadrant for CRM Customer Engagement Center, making it the only vendor in both that report and the CCaaS Magic Quadrant. Dynamics 365 Customer Service now folds in workforce engagement management and Copilot skills. Two quadrants make a great slide; buyers should still demand proof that the seams have gone.
Alchemer has launched Alchemer Voice, an AI-powered conversational insights tool that turns recorded customer calls, support tickets and other voice feedback into business intelligence. It identifies themes, sentiment shifts, customer concerns and potential churn risks, and connects conversation data with customer and business information.
Five9 has agreed to buy Level AI in a cash deal valuing the customer experience AI provider at about $325MN. The acquisition will add agent performance, interaction automation and customer conversation analytics, with Level AI available standalone or through Five9’s Genius CX Platform. The deal is expected to close in 2026.
8x8 has gained Microsoft certification for its session border controller technology across both Direct Routing and Operator Connect. The company says the move simplifies global Teams calling in 57 countries by removing the need for third-party gateway infrastructure.
8x8 has updated its CX platform to keep customer context available across AI agents, human agents, voice, messaging, and CRM systems. New Customer 360 and JourneyIQ capabilities give teams a unified interaction history, while AI Studio lets them build an agent once and deploy it across multiple channels.
NiCE has partnered with Ciklum to help enterprises across EMEA move agentic AI from pilots into governed customer-service operations. The companies will combine NiCE CXone and NiCE Cognigy with Ciklum’s services to support cross-channel workflows, system connections and human handoffs, with deployments measured by service and productivity outcomes.
Vonage has added email to its Messages API, enabling businesses to manage email alongside SMS, MMS, RCS and WhatsApp in one platform. The update supports transactional email, delivery and engagement tracking, plus failover journeys such as SMS to email or SMS to RCS to email.
RingCentral's latest earnings call reveals that its AI Receptionist and Customer Engagement Bundle are growing fastest, with more than 14,000 bundle customers and nearly two-thirds adopting at least one AI product. The company is positioning the tools as an informal contact center for booking, routing, scheduling, and routine inquiries.
Ribbon has announced Call Trust Deepfake Detection, a network-based solution designed to identify AI-generated synthetic audio in calls. The company says it can help service providers, enterprises and government agencies detect artificial voice content at scale without requiring users to install an app.
In Brief runs on tips. A good nugget is short and specific — a launch, a hire, a funding round, a number, a neat find worth a look — and it lands best with a source link so we can check it and cite it. We read everything and curate what runs; nothing publishes automatically.
File it at the news desk →@cxtodaynews on X ↗Primary source · date · number · named spokesperson. Two of the four and we will usually run it.
