CX Today: NICE releases AI Simulator
NiCE has introduced Cognigy Simulator, a new solution designed to help enterprises rigorously test, evaluate, deploy, and scale production-grade AI agents used in customer experience (CX) operations before they go live with real customers. The simulator creates a controlled environment that mimics realistic user interactions — including unlikely or unusual scenarios — so organizations can […]
UC Today: 8×8 Acquires Maven Lab
8×8 has acquired Singapore-based Maven Lab to strengthen its presence in the Asia-Pacific market by integrating Maven Lab’s cloud-based customer engagement and enterprise messaging platform, Moobidesk, into the 8×8 Platform for Customer Experience. The deal brings local messaging expertise and talent to 8×8, helping it navigate the fragmented APAC landscape and offer secure, high-volume customer […]
CX Today: Five9 Appoints New CEO
Five9 has announced the appointment of Amit Mathradas as its next CEO, effective February 2, 2026, succeeding long-time chief Mike Burkland as part of a strategic pivot toward AI-driven customer experience innovation. The move reflects the Five9’s focus on building unified CX solutions powered by advanced AI, with Mathradas bringing strong experience in AI product […]
UC Today: Zoom Acquires BrightHire
Zoom has announced its acquisition of BrightHire, an interview-intelligence company founded in 2019, as part of Zoom’s broader evolution from a video-calling service into an AI-driven workplace-platform. The deal expands Zoom’s offering in the hiring workflow by embedding BrightHire’s tools—such as interview planning, scheduling, automated screening, transcription, summarization and coaching—directly into Zoom Workplace, aligning with […]
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 […]
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 […]