From a regulation breach to a massive, expanded CX partnership, here are some extracts from our most popular news stories over the last seven days.
Vonage & Twilio Are In Hot Water for Breaching Australian Anti-Scam Rules
The Australian Communications and Media Authority (ACMA) has taken action against Vonage and Twilio for breaching its SMS anti-scam regulations.
After an investigation, the government agency established that the two CPaaS giants allowed customers to send SMS messages – including sender IDs (i.e. shortened business names) – without making adequate checks that their tech wasn’t being utilized to execute scams.
Moreover, it uncovered that fraudsters had leveraged Vonage tech to send 3,387 scam texts impersonating organizations, including ApplePay, Commonwealth Bank, and Australia Post.
In total, Vonage enabled the sending of 11,780 non-compliant SMS messages.
Meanwhile, the ACMA also adjudged Twilio to have “inadequate” systems to comply with the rules. Yet, thankfully, in its case, there is no evidence that scammers exploited these vulnerabilities.
The agency has now formally directed both businesses to comply with its Reducing Scam Calls and Scam SMS Code, introduced in July 2022.
It will also continue conducting audits, warning telcos that they may face $250,000 fines for compliance breaches and highlighting how battling SMS scams is an ACMA priority. (Read on…).
Avaya Showcases New Generative AI Use Cases for Contact Centers, Adds Genesys & Adobe Alum to C-Suite
Avaya has released three generative AI (GenAI) solutions for its contact center customers in the build-up to GITEX Global 2023.
Each auto-generates new contact center workflows and insights from written prompts alone.
First is a journey map builder. The contact center team may describe their ideal customer journey, and the tool will plot out such a map – isolating how customers can use the Avaya Experience Platform to roll it out.
Next, the vendor has augmented the search functions across the Avaya Experience Platform so managers can quickly gain “specific, actionable insights” from their natural language requests.
Finally, there is a tool that pairs GenAI with Avaya Experience Platform analytics to provide general recommendations for improving various customer, agent, and business outcomes.
The features are only available via the cloud. However, Avaya’s on-premise customers may leverage these capabilities by working with the vendor in a hybrid mode.
Such a hybrid option is critical to the company’s "innovation without disruption" mantra. (Read on…).
AWS and IBM Team Up on Contact Center Generative AI & More
IBM has expanded its partnership with AWS to support more mutual clients as they operationalize generative AI (GenAI).
For starters, this will focus on the delivery of three specific solutions: Contact Center Modernization with Amazon Connect, Platform Services on AWS, and Supply Chain Ensemble on AWS.
