This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement from IBM.
Here are extracts from some of our most popular news stories over the past seven days.
Salesforce Expands Its Contact Center Integration Program, Leads a New Era of CX Convergence
Salesforce has launched a Bring Your Own Channel for CCaaS pilot program to deepen its integrations with cloud contact center providers.
The pilot expands on its successful “Bring Your Own Telephony” (BYOT) initiative, which has enabled 17 CCaaS partners to push their voice solutions into Salesforce Service Cloud.
Now, selected partners may go further and bring their digital engagement channels to Service Cloud.
AWS, Genesys, and Vonage are part of the pilot, with the former leveraging the integration to already market a unified CCaaS-CRM offering: the Salesforce Contact Center with Amazon Connect.
However, expect many other CCaaS providers to soon join the program – once it comes out of pilot – as Salesforce strives to avoid playing favorites.
“We aim to build a broad ecosystem that provides customers with choice,” said Kishan Chetan, EVP and GM for Service Cloud, in an exclusive interview with CX Today.
Many customers already have relationships with telephony or contact center vendors, and these may be different across geographies. Our goal is to accommodate these choices while ensuring seamless integration with Salesforce.
In other words, it’s not about favoring any one vendor; it’s about enabling flexibility (Read on...).
Zoom Lands Its “Largest Ever” CCaaS Deal, Enjoys 82% Surge In Contact Center Customers
Zoom Communications has signed a 20,000+ seat contact center megadeal with Agencia Tributaria, Spain’s National Revenue Service.
The move represents its “largest ever” CCaaS deal, surpassing another massive win the company penned last quarter.
According to Eric Yuan, Founder & CEO of Zoom, the deal demonstrates Zoom’s ability to compete at the high end of the market, expand further into EMEA, and win with the channel.
It also represents Zoom’s ability to expand on existing customer relationships, with Agencia Tributaria previously deploying 30,000+ Zoom Phone seats.
Sharing more on Zoom’s relationship with the National Revenue Service, Yuan said:
After Zoom Phone rapidly delivered value at scale to enhance efficiency and service quality during a demanding tax season in 2022, they moved to consider our total experience solutions to further elevate their taxpayer services.
Alongside the feature set, Yuan noted Zoom’s scalability, workforce engagement management (WEM) suite, and FedRAMP certifications as critical deal winners (Read on...).
Twilio Previews New AI Assistants for Customer-Facing Teams
Twilio has showcased a new framework to enable customer-facing teams with AI Assistants.
