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 […]
Juniper Research: Voicebots to fuel increase in CCaaS voice traffic
As brands increasingly adopt AI voicebots within CCaaS platforms, Juniper Research projects a transformative surge of about 60% in contact center activity worldwide over the next four years. These bots are central to evolving customer engagement, providing cost-effective, scalable, and automated voice interaction solutions. Despite a decrease in traditional voice usage across telecom, AI voicebots […]
UC Today: Mitel Emerges from Chapter 11
Mitel has successfully emerged from Chapter 11 restructuring after eliminating approximately $1.15 billion in debt, cutting annual interest costs by around $135 million, and securing an additional $125 million in funding. With this stronger balance sheet, the company is now poised to accelerate its hybrid-first strategy, focusing on AI-driven unified communications and contact center solutions, including a co-developed hybrid offering with Zoom […]
UC Today: Zoom Unveils AI Virtual Agent
Zoom has introduced an “agentic” Virtual Agent to its Contact Center platform, shifting from scripted bots to AI capable of autonomously handling full customer journeys across voice and chat—processing returns, updating accounts, and booking appointments—without human escalation unless necessary. This advanced agent retains context across interactions, adapts tone to match a brand’s voice, and can […]
Five Launches Agentic CX with AI Agents
Five9 announced the launch of Agentic CX, powered by its new Agentic Experience Engine built on the Genius AI Architecture. This offering introduces AI Agents capable of independently reasoning, deciding, and acting within customer interactions, with seamless escalation to human agents when needed. Key features include automated conversation summaries, advanced intent detection with entity extraction, […]
Qualtrics XM: Consumers willing to pay more for premium experience
Qualtrics recently looked into the value of Customer Experience in brand relationship. They found a strong majority of consumers value premium experiences—and are willing to pay a premium—especially when those experiences enhance connection, convenience, and peace of mind. Companies that strategically optimize key touchpoints can turn those expectations into loyalty and brand trust. 72% of […]
ZDNet: NICE unveils new branding
NICE has unveiled a strategic rebranding initiative, introducing “NICE Enlighten” as its new brand identity. This move underscores the company’s commitment to integrating advanced artificial intelligence into customer interactions, aiming to deliver more personalized and efficient experiences. The “Enlighten” brand encapsulates NICE’s vision of harnessing AI to provide intelligent insights and solutions that enhance customer […]
UC Today: Salesforce to acquire Informatica
Salesforce has officially agreed to acquire Informatica for approximately $8 billion, marking a significant move to enhance its data management and AI capabilities. This acquisition aims to integrate Informatica’s robust data integration, governance, and quality tools into Salesforce’s AI platform, Agentforce, thereby strengthening its position in the enterprise AI market. Key Highlights: Read more at […]
UC Today: Microsoft Teams to Block Screen Capture
Microsoft is set to roll out a new “Prevent Screen Capture” feature in Teams starting in July 2025, aiming to enhance security during virtual meetings. This feature will block users from capturing screenshots of meeting content by turning the screen black when a capture attempt is detected. It will be available on Teams desktop apps […]
No Jitter: Talkdesk Express Introduced for SMBs
Talkdesk has introduced Talkdesk Express, a cloud-based customer experience (CX) solution specifically designed for small and medium-sized businesses (SMBs). This platform aims to provide SMBs with enterprise-grade contact center capabilities without the associated complexity and cost. Key Features of Talkdesk Express of Talkdesk Express include rapid deployment, omnichannel support, user-friendly interface, scalability, integration to CRM […]