CX Today: Zendesk Debuts New CCaaS Platform
Zendesk has introduced “Zendesk for Contact Center,” a new Contact Center as a Service (CCaaS) platform aimed at redefining the contact center landscape. This launch follows Zendesk’s recent acquisition of Local Measure, a customer experience platform, indicating a strategic move to enhance its offerings in the customer service sector. The new platform is designed to […]
CX Today: Microsoft Rebrands its Contact Center Workspace
Microsoft has rebranded its contact center workspace to “Copilot Service workspace” in an effort to better align with modern customer experience trends. As part of this shift, the company has stopped using the term “agent” for live representatives, opting for terminology that reflects a more dynamic and customer-centric role. This change likely stems from the […]
UC Today: GoTo launchs AI Receptionist
GoTo has launched the GoTo Connect AI Receptionist, an AI-driven call-handling solution designed to enhance customer interactions for small and mid-sized businesses (SMBs). This 24/7 virtual assistant automates routine tasks, provides immediate responses to common inquiries, and intelligently routes calls to the appropriate departments or personnel. By integrating with existing knowledge bases and FAQs, the […]
CX Today: Zoom’s AI Companion Becomes “Truly Agentic”
Zoom is set to enhance its AI Companion with new “agentic” capabilities, enabling it to autonomously identify and execute tasks on behalf of users. This upgrade allows the AI Companion to schedule follow-up meetings, generate meeting-related documents, and create video clips, all accessible through a new “Tasks” tab in Zoom Workplace. Additional features include a […]
Engadget: RCS end-to-end encryption between Android and iOS
The GSM Association (GSMA) has updated the Rich Communication Services (RCS) specifications to include end-to-end encryption (E2EE) between Android and iOS devices. This enhancement aims to provide secure messaging across these platforms. Apple plans to support this feature in upcoming software updates for iOS, iPadOS, macOS, and watchOS. Google’s Messages app already offers E2EE for […]
UC Today: Mitel files for Chapter 11 Bankruptcy
Mitel, a global business communications provider, has filed for Chapter 11 bankruptcy in the U.S. Bankruptcy Court for the Southern District of Texas. This strategic move aims to optimize the company’s capital structure, reduce its debt by approximately $1.15 billion, and decrease annual cash interest expenses by about $135 million. The company has secured $60 […]
CX Today: Talkdesk Develops AI Agents for Healthcare
Talkdesk has introduced “AI Agents for Healthcare,” autonomous tools designed to handle patient interactions and address healthcare-specific inquiries without prior training. Unveiled at HIMSS 2025, these agents enable healthcare organizations to automate tasks such as appointment scheduling, authorization checks, and prescription refills. Users can define tasks in natural language and link the AI agents to […]
Channel Futures: Avant sees Microsoft Teams Customers Looking for Better Voice Outcomes
Avant’s analysis reveals that while Microsoft Teams has around 320 million active users, only 80 million (25%) use its voice calling features, and just 20 million are PSTN-enabled—meaning they have both a Microsoft Phone System license and a calling plan. This suggests that many organizations using Teams are not fully leveraging its enterprise-grade voice capabilities. […]
Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service by 2029
Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service issues, improving efficiency and reducing costs. Companies like Johnson & Johnson, Moody’s, eBay, Deutsche Telekom, and Cosentino are already integrating AI agents for tasks like drug discovery, financial analysis, marketing, and customer service. While promising, these advancements require strong oversight […]
More security concerns for Microsoft Teams users
Companies using Microsoft 365 are advised to exercise caution, as the default Teams configuration allows external individuals to contact internal staff, a feature exploited by these attackers. Hackers are impersonating remote IT support staff on Microsoft Teams to infiltrate company networks and deploy ransomware. Their method involves overwhelming employees with up to 3,000 spam emails […]