From a massive CCaaS deal to a cutting-edge GenAI virtual agent use case, here are some extracts from our most popular news stories over the last seven days.
RingCentral Secures 1,000+ Seat Contact Center Megadeal for Its RingCX Platform
RingCentral has won a 1,000+ seat contact center megadeal with a Fortune 500 company.
The deal will see the business migrate to the RingCX CCaaS platform, which couples with RingCentral’s MVP UCaaS suite.
That tight integration is crucial to the deal, which also includes 25,000 MVP licenses.
Sharing more details, Tarek Robbiati, CEO of RingCentral, said during an earnings call:
Using a combination of RingCentral MVP and RingCX, we’re able to help them reliably connect drivers to dispatchers while integrating seamlessly into their other technology workflows.
Such large-scale deployments of RingCX are an impressive feat, with the platform still in controlled availability.
Nonetheless, Vlad Shmunis, Founder & Executive Chairman at RingCentral, revealed that approximately 50 companies have already selected RingCX, and many more are in the pipeline.
"We’ve seen a robust demand for contact centers and especially for a contact center that’s closely integrated with [our] UCaaS solution," he concluded. (Read on…).
Twilio Lands Lots of New Customers But Struggles to Expand on Them
Twilio has amassed $1.03BN in Q3 earnings, with year-over-year (YoY) revenues up five percent.
Those earnings exceeded analyst estimates, but Twilio’s continued ability to win new customer accounts en masse is the most impressive.
Indeed, as of Q3’s end, the vendor has 306,000 active customer accounts. This time last year, it had 280,000, highlighting significant sales growth.
However, many would expect even higher revenue growth with such strong sales.
So, why is that not the case? Well, it seems Twilio is struggling to expand on its existing business despite its broad portfolio.
Twilio’s dollar-based net expansion rate of 101 percent (YoY) reflects this.
That percentage highlights how – if Twilio had not added any net new customers in the last year – its revenue would have only grown by one perfect.
As such, Twilio seems to have an issue in engaging its core communications install base with its other customer experience solutions. (Read on…).
OpenAI Allows Businesses to Customize ChatGPT for Specific Use Cases
OpenAI has released a new version of ChatGPT, which lets businesses customize the LLM to serve their own needs.
These custom versions of ChatGPT, known as ‘GPTs’, do not require any coding to transform into dedicated business tools.