From the launch of a new WEM platform to a game-changing acquisition, here are some extracts from our most popular news stories over the last seven days.
Zoom Debuts a Workforce Engagement Management Suite
Zoom has launched a quality management (QM) solution, now generally available to its contact center customers.
The solution couples up with its recently released Workforce Management (WFM) platform to form Zoom’s Workforce Engagement Management (WEM) suite.
The suite fully integrates with the Zoom Contact Center, with the vendor promising an “easy-to-use, intuitive, and reliable” platform.
Doubling down on this, Kentis Gopalla, Head of Workforce Engagement Management and Product Ecosystem for Zoom Contact Center, stated:
Zoom Workforce Engagement Management suite removes the need for multiple vendors to help customer experience and support leaders streamline contact center operations and transform their customer experience, all on one platform.
That WFM solution provides a selection of tools that cover the four cornerstones of contact center resource planning: forecasting, scheduling, intraday management, and review.
The QM solution is equally well-rounded. Indeed, it offers the foundational scorecard building, reporting, and calibration functionality.
AI then overlays those core elements to bring new, more eye-catching capabilities to life. (Read on...).
Cisco Snaps Up Splunk for $28BN in Major Data, Observability, and Security Play
Cisco has agreed to acquire Splunk for $157 per share in cash, which represents approximately $28BN in equity value.
Splunk offers an extensible data platform that processes data from any cloud, data center, and third-party tool at scale.
In doing so, it powers purpose-built solutions for security and observability.
According to Cisco, the move will accelerate its mission to "securely connect everything to make anything possible."
In addition, Cisco may support its customers in bolstering resilience and extending their security strategies – as Chuck Robbins, Chair and CEO of Cisco, emphasized.
"Our combined capabilities will drive the next generation of AI-enabled security and observability," he said.
From threat detection and response to threat prediction and prevention, we will help make organizations of all sizes more secure and resilient.
Indeed, with Splunk, teams can share data, assess these threats, and work together to solve and prevent future problems.
For instance, if the business’s website goes down, teams can collaborate to see if it’s due to a security attack or a peak in demand.
Yet, its platform goes far beyond that, with the provider hosting 2,400 applications on its marketplace. Meanwhile, clients may also build custom applications on Splunk. (Read on...).
Oracle Bets Big On Contact Center Generative AI, Releases a Slew of New Features
Oracle has announced six new GenAI-powered tools for its Oracle Fusion Service solution.
The enterprise tech giant made the announcement during this week’s Oracle CloudWorld.
