UC Today: The Ultimate Guide to UCaaS & CCaaS
UC Today has published their “Ultimate Guide to UCaaS and CCaaS”. They highlight the transformative benefits of integrating Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms. This integration streamlines communication, reducing operational expenses by consolidating systems and minimizing training needs, while fostering better collaboration between teams. It enhances productivity […]
CX Today: Verint has quietly acquired four AI providers
In 2024, Verint discreetly acquired four AI solution providers to bolster its customer experience (CX) automation capabilities. Among these acquisitions were Cogito and Fonolo, with the remaining two companies not publicly disclosed. Cogito specializes in real-time analysis of acoustic and lexical signals during customer conversations, providing agents with actionable insights. Fonolo offers cloud-based callback solutions, […]
The Verge: Microsoft bundling AI into Microsoft 365, raising prices
Microsoft is integrating its AI-powered Copilot features into Microsoft 365 Personal and Family subscriptions, resulting in a $3 per month price increase—the first in 12 years. Existing subscribers can opt out and retain their current pricing without the AI features. The Copilot integration will be available across applications like Word, Excel, PowerPoint, Outlook, and OneNote, […]
UC Today – Cybercriminals Are Launching ‘Vishing’ Attacks on Microsoft Teams Users
Cybercriminals are employing “vishing” (voice phishing) tactics to target Microsoft Teams users, as reported by Trend Micro. These attackers impersonate clients during Teams calls, using social engineering to gain remote access to victims’ systems. The attack typically begins with a flood of phishing emails to overwhelm the victim’s account. The cybercriminal then follows up with […]
Seeking Alpha: Goldman Sachs sees limited AI adoption
Goldman Sachs’ latest report highlights that AI adoption in U.S. companies remains relatively modest, with only 6.1% integrating AI into production processes, up slightly from 5.9% in the previous quarter. The finance and insurance sectors lead in AI usage, while industries such as IT, manufacturing, and education have seen declines. Larger companies with over 250 […]
SmartCustomerService.com: Gartner projects that 30% of Top Companies Will Offer Service Only Through One Channel by 2028
According to a December 11, 2024, report by Gartner, 30% of Fortune 500 companies are expected to offer customer service exclusively through a single, AI-enabled channel by 2028. This unified channel will facilitate seamless communication across text, image, and sound, simplifying customer interactions and enhancing satisfaction. The shift is driven by the complexities and costs […]
CX Today: Five9 introduces new Teams Integration
Five9 has launched an innovative integration between its cloud contact center platform and Microsoft Teams, marking a significant step in contact center technology. This integration enables seamless collaboration between customer service agents and back-office teams, leveraging Microsoft Teams’ widespread adoption in businesses. The goal is to streamline workflows, enhance communication, and improve customer experiences by […]
CX Today: Verint acquires Cogito
Verint has acquired Cogito, integrating its advanced AI capabilities to enhance customer experience solutions. Using Cogito’s technology, Verint introduced the “CX/EX Scoring Bot,” which evaluates over 200 real-time conversation signals to score customer interactions and guide agent performance. This innovation complements Verint’s existing AI solutions for contact centers, enabling streamlined operations and better decision-making. The […]
CX Today: Kore.ai Launches Agentic AI Platform
Kore.ai has unveiled its Agentic AI platform, “AI for Work,” designed to transform enterprise operations. This no-code platform lets organizations create autonomous AI agents to streamline tasks, automate workflows, and integrate with over 100 pre-configured connectors. Key features include advanced RAG-based search, multi-agent collaboration, and a Universal Orchestrator for complex workflows. The platform offers pre-built […]
Reuters: Microsoft faces wide-ranging US antitrust probe
The FTC is investigating Microsoft for alleged antitrust practices, including restrictive software licensing terms and dominance in cloud computing and AI markets. Competitors claim Microsoft locks customers into Azure and imposes steep costs for migrating to other platforms. The probe, initiated by FTC Chair Lina Khan, also examines cybersecurity and AI integration in its products. […]