Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 31 Jul 2026
Can RingCentral and NiCE Finally Unite UCaaS and CCaaS?
NiCE will resell RingCentral RingEX while RingCentral extends its CXone deal. Can the partnership deliver integrated UCaaS and CCaaS?
Rhys Fisher · 27 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
Is AI Breaking Down the Walls Between CC and UC? 8x8 Thinks So
8x8 CEO Samuel Wilson says the walls between CCaaS and UCaaS are coming down. With Engage interactions up 300% YoY, is this proof?
Rhys Fisher · 20 May 2026
Enterprise Connect 2026: Five Significant CX Announcements You May Have Missed
From Dialpad AI governance tools to Infobip AgentOS, explore the CX announcements you may have missed at Enterprise Connect 2026.
Francesca Roche · 17 Mar 2026
On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy
Avaya CEO Patrick Dennis challenges the cloud-first CX narrative, predicting a hybrid resurgence across enterprise contact centers.
Francesca Roche · 9 Mar 2026
The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company , to deep dive on the Webex Contact Center. Cisco's cloud contact cent...
Charlie Mitchell · 8 Jan 2026
The Rising Popularity of SMBs: Why Are Smaller Enterprises Gaining Traction in the CX Space?
SMB popularity is on the rise, and more vendors are suddenly starting to take notice of their customer platform results. Traditionally, smaller-sized enterpr...
Francesca Roche · 5 Jan 2026
RingCentral Pushes UCaaS–CCaaS Convergence with Customer Engagement Bundle
RingCentral launches its Customer Engagement Bundle for RingEX, highlighting the growing convergence of UCaaS and CCaaS shaping unified experience platforms.
Rhys Fisher · 6 Nov 2025
Avaya Lays Off 30% of Staff at Key India Hub, Reports
In another round of employee cuts, Avaya has reportedly laid off more than 30 percent of its staff at its Global Capability Center (GCC) in India. The move, ...
Francesca Roche · 7 Oct 2025
CCaaS Market Set to Triple by 2030 – But Who Will Bear The Crown?
So far, the momentum is largely in the hands of a small group of dominant vendors: Genesys, NICE, AWS, Five9, and Talkdesk
Daniel Flatt · 30 Sept 2025
Zoomtopia 2025: The Top 10 Announcements
Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people. Employees, entrepreneurs, creators, educators… they’re the ones drivin...
Chris Porter · 17 Sept 2025
Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
From Salesforce's entry into the ITSM market to ServiceNow's center automation strategy, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 5 Sept 2025
Microsoft Completes a Big Move to Converge CCaaS and UCaaS
Microsoft has confirmed the general availability of Teams Phone extensibility for the Microsoft Dynamics 365 Contact Center. In a nutshell, Teams Phone exten...
Rhys Fisher · 4 Sept 2025
Avaya Offers All Its Staff Voluntary Exit Packages, Sources
Avaya has offered "everyone at the company" a voluntary exit package, a person familiar with the matter told CX Today. The source revealed that Avaya hopes t...
Charlie Mitchell · 27 Aug 2025
Zoom Is Winning Contact Center Market Share Because Others Are Failing
Zoom’s earnings grew at their fastest rate in almost three years last quarter. Indeed, its Q2 revenues rose 4.7 percent year-over-year (YoY) to $1.217BN. A k...
Charlie Mitchell · 25 Aug 2025
Salesforce to Roll Up Regrello, Its Third Acquisition in Three Weeks
Salesforce has signed an agreement to acquire Regrello, extending its recent spending spree. Indeed, the deal marks Salesforce’s third acquisition in three w...
Rhys Fisher · 19 Aug 2025
RingCentral Recommits to NiCE, Explains Where Its Own CCaaS Solution Fits
RingCentral and NiCE have extended their agreement to market the RingCentral Contact Center. The RingCentral Contact Center is a dressed-up version of NiCE C...
Charlie Mitchell · 6 Aug 2025
AWS Pushes a Lightweight Version of Amazon Connect for SMBs
AWS has demoed a lite communications solution for smaller businesses. The solution, built by AWS’s partner Digiclarity, is essentially a boiled-down, tailore...
Charlie Mitchell · 5 Aug 2025
First Contact Center Solution Certified for Microsoft Teams’ New Integration Model
Microsoft has certified the first solution under its new contact center and Microsoft Teams integration model. The honor goes to the CentrePal Contact Center...
Charlie Mitchell · 30 Jul 2025
Salesforce Channels Is a Big Step In Converging CRM & UCaaS
In June, Salesforce Channels launched, enabling businesses to set up Slack channels that connect real-time conversations with CRM records. As such, teams can...
Charlie Mitchell · 25 Jul 2025
Zoom Drops an Auto Dialer, Expands Its Portfolio for Sales and Revenue Teams
Zoom has launched a new dialer to support sales teams in accelerating their customer outreach. Introduced as an "AI-first" offering, the Zoom Auto Dialer has...
Charlie Mitchell · 22 Jul 2025
Is CCaaS + UCaaS + CPaaS Compelling for Enterprise Contact Centers?
The CX industry has long touted the benefits of CCaaS, UCaaS, and CPaaS on one unified platform. Yet, a converged enterprise communications stack isn’t turni...
Charlie Mitchell · 21 Jul 2025
Gartner Drops the Term “CXaaS” After Industry Pushback
Gartner is abandoning "CXaaS" little more than six months after coining the term. The research firm first introduced CXaaS to showcase how the CCaaS, CPaaS, ...
Charlie Mitchell · 16 Jul 2025
Mitel Exits Chapter 11 Bankruptcy: A "Fresh Start" or Short Reprieve?
Mitel has officially exited Chapter 11 Bankruptcy. Having received court approval for its pre-packaged restructuring plan back in April, the move will elimin...
Rhys Fisher · 23 Jun 2025
Salesforce Blocks Competitors from Using Slack Data: So What?
Salesforce has moved to block other software firms from searching or storing Slack messages. The Salesforce-owned workplace messaging app recently made chang...
Floyd March · 12 Jun 2025
RingCentral Unveils Customer Journey Analytics, Bridges UCaaS-CCaaS Gap
As many businesses aim to streamline UCaaS-CCaaS silos, RingCentral has unveiled its new Customer Journey Analytics to do just that. The aim? To provide a mo...
Floyd March · 11 Jun 2025
Microsoft vs. Zoom: The Ultimate Enterprise Communications Showdown
Microsoft Teams and Zoom Workplace are two of the most prominent solutions within the UCaaS space. Yet, in recent years, both tech giants have made big moves...
Rebekah Carter · 5 Jun 2025
UCaaS Meets CCaaS: Transforming Enterprise Communications
Join Susie Harrison as she sits down with William Rubio, Chief Revenue Officer at CallTower , to explore the powerful convergence of UCaaS (Unified Communica...
Susie Harrison · 5 Jun 2025
Salesforce Embeds Slack Directly Into CRM Records
Salesforce has embedded Slack across its Salesforce Customer 360 apps. In doing so, it aims to empower employees to communicate using the apps they’re alread...
Charlie Mitchell · 3 Jun 2025
Microsoft 365’s “Biggest” Update in 8 Years Will Transform Microsoft Teams Into a Hub for AI Agents
Microsoft CEO Satya Nadella has claimed that the latest enhancements to Microsoft 365 Copilot signify the biggest update for the productivity platform "since...
Rhys Fisher · 20 May 2025
RingCentral Surpasses 1,000 RingCX and AI Receptionist Customers
RingCentral has surpassed 1,000 customers for its RingCX and AI Receptionist solutions. RingCX is the enterprise communications giant's CCaaS solution releas...
Floyd March · 9 May 2025
What Is Zoho CRM Plus? Apps, Strengths, & Pricing
Zoho CRM Plus is a comprehensive customer experience suite. The suite is one of the most affordable, complete, and intuitive toolkits for customer-facing tea...
Rebekah Carter · 5 May 2025
Salesforce CEO Slams Microsoft for the "Horrible Things" It Did to Slack, Warns of an OpenAI Repeat
Marc Benioff, CEO of Salesforce , has taken yet another swipe at Microsoft. Over the past year, Benioff has done so multiple times, chastising its Copilot pr...
Charlie Mitchell · 5 May 2025
The New Microsoft Teams Unify Contact Center Integration Model: An Analysis
Last week, Microsoft announced a new model for contact center providers to integrate with Microsoft Teams. It is the third and most advanced integration mode...
Charlie Mitchell · 29 Apr 2025
NICE Outlines Its Vision to Be a “System of Interaction”, Challenges New CCaaS-CRM Integrations
Over the past 18 months, many cloud contact center vendors have hit the headlines for embedding their voice and digital channels, call controls, and routing ...
Charlie Mitchell · 28 Apr 2025
Avaya Bets Its Future on Its New Infinity Platform, the Next “Evolution” of AXP
Avaya has launched a new platform to bet its future on: Avaya Infinity. Infinity aims to unify Avaya’s contact center and unified communications portfolio on...
Floyd March · 24 Apr 2025
AWS & Zoom Debut a New Integration to “Change the Future of Work”
AWS has announced that its Amazon Q Business index now integrates with the Zoom AI Companion. The index connects to a company’s knowledge sources, customer r...
Charlie Mitchell · 18 Apr 2025
Mitel Wins Court Approval for Its Plan to Exit Bankruptcy
Mitel is set to exit Chapter 11 Bankruptcy, with the Texas courts approving its pre-packaged plan. Upon its initiation, the plan will wipe approximately $1.1...
Charlie Mitchell · 18 Apr 2025
The 8x8 Analyst Summit 2025: 5 Top Takeaways
Earlier this month, 8x8 held its analyst summit at St. Mary’s Stadium, the home of the Southampton Football Club. The venue proved a smart choice. After all,...
Zeus Kerravala · 17 Apr 2025
The New Microsoft Teams Phone Extensibility Capability: What Does It Mean for Contact Centers?
Last month, Microsoft announced Teams Phone extensibility with its Dynamics 365 Contact Center. Essentially, this allows businesses to extend the voice capab...
Rhys Fisher · 16 Apr 2025
UC & Contact Center Consolidation Is Accelerating – Here’s What’s Driving It
Customers are increasingly looking for providers that can offer a comprehensive suite of UC and contact center capabilities, not just individual products. Th...
Susie Harrison · 16 Apr 2025
The Big Salesforce-Google Partnership: A Closer Look
In February, Salesforce and Google strengthened their decades-long collaboration. The headlines focused on mutual customers being able to access Google Gemin...
Charlie Mitchell · 15 Apr 2025
CPaaS vs. CCaaS vs. UCaaS: How Do They Differ?
CPaaS, CCaaS, and UCaaS are all cloud-based communications platforms. Many tech providers - including 8x8, Cisco, and Vonage - package these solutions togeth...
Rebekah Carter · 8 Apr 2025
8x8 Makes Four Big Moves to Close the Gaps Between CCaaS, UCaaS, & CPaaS
8x8 has released four feature updates to pull together its enterprise communications portfolio. By announcing each as part of one coordinated release, 8x8 ai...
Charlie Mitchell · 2 Apr 2025
"$130MN Per Quarter In Interest Rates Alone": Analyzing Mitel's Plunge Into Bankruptcy
As the dust begins to settle on Mitel’s Chapter 11 bankruptcy filing, many industry observers have reflected on the events that led to the filing. While it f...
Floyd March · 24 Mar 2025
Zoom & Microsoft Teams Unite with a New Contact Center Integration
Zoom will release an integration between its CCaaS platform and Microsoft Teams next week. The integration will allow service agents on the Zoom Contact Cent...
Charlie Mitchell · 13 Mar 2025
Mitel Confirms Chapter 11 Bankruptcy, Expects a "Swift" Exit
Mitel has officially filed for Chapter 11 bankruptcy, expecting a "swift" exit. Chapter 11 bankruptcy enables organizations to stay running as they reorganiz...
Charlie Mitchell · 10 Mar 2025
Mitel Set to File for Bankruptcy, Reports
Mitel is poised to file for Chapter 11 bankruptcy, according to Bloomberg sources. The publication broke the story, reporting that the enterprise communicati...
Rhys Fisher · 5 Mar 2025
RingCentral’s 2025 Analyst Summit: 5 Big Takeaways
Last week, RingCentral held its annual analyst summit in Napa Valley. While this event, and ones like it, set the stage for vendors to provide a look at wher...
Zeus Kerravala · 4 Mar 2025
Cavell Summit Europe Returns with a CX Twist
Returning for its tenth anniversary, Cavell Summit Europe continues to be a staple conference on the CX event calendar. Held at 22 Bishopsgate, London, the o...
Floyd March · 26 Feb 2025
Avaya Is Making a “Significant Portion” of Its UK Staff Redundant, Sources
Avaya is in the process of making a "significant portion" of its UK workforce redundant, according to CX Today sources. The move is likely part of the global...
Charlie Mitchell · 10 Feb 2025
New NICE CEO Scott Russell Shares His Vision, Spotlights Growth Opportunities
In becoming the new NICE CEO, Scott Russell has big boots to fill. Over a decade, his predecessor – Barak Eilam – led the company’s transformation from a wor...
Charlie Mitchell · 29 Jan 2025
Slack vs. Microsoft Teams: Which Is Best? (2025 Comparison)
While many will debate all the unique differences between Slack and Microsoft Teams, they ultimately both serve a similar purpose: to align and empower teams...
Rebekah Carter · 21 Jan 2025
The Avaya Layoffs Spread, Leaving Some Regions Thread Bare
Avaya continues to make global layoffs, with Europe and the Middle East hit particularly hard. While many online have suggested that this represents another ...
Charlie Mitchell · 16 Jan 2025
What Is Microsoft Copilot Studio, and How Can I Create a Custom Agent?
Ready to tap into the limitless opportunities offered by agentic AI? Microsoft Copilot Studio is the low-/no-code toolkit created by Microsoft that empowers ...
Rebekah Carter · 14 Jan 2025
SAP & Microsoft Preview the Integration Between Joule and Copilot
SAP and Microsoft have made the integration of Joule and Microsoft 365 Copilot available in a private preview. Having previously been showcased at both compa...
Rhys Fisher · 14 Jan 2025
Microsoft Teams Introduces a Live Chat Widget for Customer Service
Microsoft Teams has developed a live chat widget that’s coming to all Microsoft 365 Business plans. The feature offers small businesses a way to engage with ...
Charlie Mitchell · 8 Jan 2025
Meet ULAP. The Enterprise Communications Vendor That's NOT Jumping on the AI Bandwagon
Watch on YouTube CX Today's Charlie Mitchell hosts Dom McDonald, CEO of ULAP . They introduce ULAP Voice and how the solution ensures compliance in enterpris...
Charlie Mitchell · 7 Jan 2025
Five9 Introduces an ‘Industry-First’ Feature for Its Contact Center Integration with Microsoft Teams
Five9 has added an ‘industry-first’ bi-directional Microsoft Teams feature to its contact center integration, displaying real-time presence statuses to Five9...
James Stephen · 11 Dec 2024