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 […]
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 […]