CX Today: Zoom Acquires Bonsai
Zoom Video Communications (Zoom) has entered into a deal to acquire Bonsai, a business-management and client-engagement platform geared primarily toward solopreneurs and small service-based firms. The acquisition reflects Zoom’s strategic aim of expanding beyond its core collaboration and meeting tools by adding capabilities that serve the full client lifecycle—from initial contact, through delivery, to invoicing […]
Token Theft Threatens Microsoft Teams
A new cybersecurity threat has emerged targeting collaboration platforms like Microsoft Teams. Attackers can steal authentication tokens stored on a user’s computer, allowing them to impersonate the user and gain access to sensitive information such as chats, emails, and files—without needing passwords or triggering traditional login alerts. This method exploits weaknesses in how authentication data […]
CX Today: Snapchat AI Blunder Shows Why Chatbots Still Need Human Oversight
An experiment by Cyber News revealed vulnerabilities in Snapchat’s chatbot, My AI, that underscore the broader risks of relying on chatbots to run customer support independently. Researchers probed the bot with prompts disguised as historical storytelling and succeeded in coaxing it into narrating how incendiary devices were made—despite safeguards against direct queries about weapons. This highlights that […]
AWS Outage Disrupts Major Online Services and Highlights Cloud Dependency Risks
On October 20, 2025, the AWS US-East-1 region experienced a significant outage beginning around 03:11 EST, during which internal DNS failures triggered cascading problems across a wide range of services — from social media and messaging apps like Snapchat, Signal and Reddit, to banking systems (e.g., Lloyds Banking Group and Halifax) and smart-home devices such […]
Unlocking Cost Savings for SMBs with Cloud Communications
Unlocking Cost Savings for SMBs with Cloud Communications Do you need to have a large business to realize the value of cloud communications? Absolutely not. For small and medium-sized businesses (SMBs), every dollar counts. Communication systems—phones, conferencing tools, collaboration platforms—are essential, but they can also be surprisingly expensive when spread across multiple vendors, outdated hardware, […]
Sprinklr Study Exposes CX Gap Between Brands and Customers
According to a survey sponsored by Sprinkr and Metric Sherpa, there is a large discrepancy between the view of customer service by business leaders vs. consumers. According to the report, 91% of business leaders believe they deliver consistent customer experiences. However, only 36% of consumers agree. There’s a similarly large gap when it comes to […]
UC Today: Vonage adds Fraud Detection for Salesforce
Vonage has introduced AI-powered Fraud Detection and Identity Insights for Salesforce Agentforce contact centers, combining Vonage’s network APIs with real-time intelligence to help agents detect fraud and verify customer identities without disrupting workflows. The solution offers features such as SIM swap detection, phone number validation, and lead-quality assurance, allowing agents to confirm number legitimacy, identify […]
2025 Gartner Magic Quadrant for UCaaS
The UCaaS (Unified Communications as a Service) market is maturing and evolving rapidly, according to Gartner’s 2025 Magic Quadrant review, with AI, collaboration, and cloud-native telephony driving adoption. The article notes that Cisco, Microsoft, RingCentral, and Zoom lead the market, while vendors like 8×8, Dialpad, and GoTo are recognized as Visionaries, and Google, Vonage, Wildix, […]
2025 Gartner Magic Quadrant for CCaaS
The 2025 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) highlights the evolving landscape of customer service technology, categorizing vendors into Leaders, Challengers, Visionaries, and Niche Players based on their ability to execute and completeness of vision. NiCE and Genesys continue to lead, recognized for their robust enterprise deployments and strong AI and […]
RingCentral Acquires CommunityWFM
RingCentral has acquired CommunityWFM, a cloud-based workforce management (WFM) technology provider, to enhance its RingCX contact center-as-a-service (CCaaS) offering. RingCX has gained over 1,000 customers, largely due to its strong integration with RingEX for unified communications. By bringing CommunityWFM into the fold, RingCentral fills a key gap in RingCX’s capabilities, introducing AI-driven workforce management features—now […]