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 […]
CX Today: 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 […]
No Jitter: Twilio Launches RCS Support
Twilio has officially launched its Rich Communication Services (RCS) messaging platform for general availability worldwide, enabling modernized SMS communications across its entire customer base. Following a public beta debut in September 2024, the RCS platform is now accessible to all of Twilio’s 349,000-plus active customer accounts— those generating at least $5 in monthly revenue—via both […]
Verint Systems to be Acquired by Thomas Bravo
Private equity firm Thoma Bravo has agreed to acquire Verint Systems in a $2 billion all-cash deal, valuing shares at $20.50 each, an 18% premium over Verint’s pre-announcement trading price. The acquisition is expected to close before the end of Verint’s fiscal year and continues Thoma Bravo’s aggressive investment strategy in enterprise software following its […]
UC Today: Sangoma Expands Partnership with AWS
Sangoma is expanding its partnership with AWS to enhance its UCaaS and contact center offerings, providing a more scalable, secure, and resilient cloud communications platform. By leveraging AWS infrastructure, organizations can centralize voice, messaging, and call routing, benefit from elastic scaling, and reduce on-site PBX maintenance. This move aligns with the broader industry trend toward […]
UC Today: Zoom Addresses Security Vulnerability
Zoom recently addressed a critical security vulnerability in its Windows client which scored 9.6 on the CVSS severity scale. The flaw stemmed from how Zoom’s application loaded dynamic-link libraries (DLLs), relying on Windows’ default search order rather than specifying explicit file paths. This allowed attackers to place malicious DLLs in directories where Zoom would execute […]
UC Today: Microsoft introduces new Teams security fixes
Microsoft is rolling out security upgrades to Microsoft Teams aimed at mitigating long-standing vulnerabilities. The new features will automatically block executable files—such as .exe attachments—that are commonly weaponized by hackers. Additionally, Teams will now detect and warn users about malicious URLs shared within chats and channels. These enhancements are intended to reduce the human factor […]
NiCE to Acquire Cognigy
NiCE, a global leader in AI-driven customer experience solutions, has announced a definitive agreement to acquire Cognigy, a conversational and agentic AI specialist, in a transaction valued at around $955 million. This acquisition will merge NiCE’s CXone Mpower platform with Cognigy’s enterprise-grade AI agents, enabling automation of customer service workflows across both front- and back-office […]
CX Today: Zoom Introduces new Auto Dialer
Zoom has expanded its portfolio for sales and revenue teams with the launch of Zoom Auto Dialer, a powerful AI-powered outbound calling solution. Designed as an add-on for Zoom Phone, the Auto Dialer offers multiple dialing modes (power, cascading, and parallel), automated voicemail drops, local presence caller ID, and one-click meeting scheduling. It integrates seamlessly […]
Forrester’s 2025 Global Customer Experience Index Reveals a New Low for CX
Forrester has released its 2025 Global Customer Experience (CX) Index, and the findings paint a challenging picture. For the fourth year in a row, customer perceptions of CX quality in the US and Canada have declined—hitting a new all-time low. What’s driving the downturn? According to the report, contributing factors include poor employee experience, fading […]