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 […]
UC Today: AWS Discontinuing Amazon Chime
Amazon Web Services (AWS) has announced plans to discontinue its unified communications service, Amazon Chime. The service will cease accepting new customers on February 19, 2025, and full support will end on February 20, 2026. Existing users can continue to utilize Chime’s features, including Business Calling, meeting scheduling, and user management, until the termination date. […]
RingCentral Introduces AI Receptionist
RingCentral has introduced the AI Receptionist (AIR), an integrated AI phone agent designed to automate customer interactions and ensure businesses never miss a call. Built directly into RingCentral’s business phone system, AIR offers features such as instant call answering with natural conversations, handling routine inquiries without human intervention, intelligent routing of complex calls based on […]
CX Today: NICE Launches Online Calculator for AI Savings
NICE has introduced the “AI Value Calculator,” an online tool designed to help contact centers estimate potential cost and time savings achievable through AI integration. Users input data such as location, team size, average call/chat duration, interaction volumes, wrap-up time, agent hourly wages, and industry type. The calculator then projects savings based on industry averages, […]
CX Today: Talkdesk Embeds Tools Into Epic Cheers
Talkdesk has integrated its core contact center capabilities into Epic Cheers, a widely used healthcare CRM platform. This integration incorporates call controls and conversation management tools from the Talkdesk Healthcare Experience Cloud directly into the Epic Cheers interface. As a result, contact center agents can manage interactions within a unified environment, eliminating the need to […]
CX Today: More Changes, Deprecations and Discontinuations at Avaya
Avaya has announced that, effective June 30, 2025, it will require a minimum commitment of 200 seats for its Avaya Experience Platform (AXP) Public customers. This change affects all AXP Public subscription bundles, including “Digital Only,” “Voice Only,” and “All Media.” Customers below this threshold can either adjust their subscriptions to meet the new requirement […]
CX Today: Five9 Unveils Its New Brand Identity
A few months ago, 8×8 updated their brand to underscore their CX capabilities. Five9 has updated their branding to highlight its leadership in integrating AI with human collaboration in customer experience (CX). Chief Marketing Officer Niki Hall emphasized that the reimagined branding reflects the company’s commitment to creating seamless and meaningful interactions through AI-human synergy. […]
DestinationCRM: Get Ready for High-Tech Texting
DestinationCRM reviews the emergence of Rich Communication Services (RCS) texting as a significant advancement in business-to-customer communication. RCS enhances traditional SMS by introducing features such as multimedia sharing, typing indicators, read receipts, and interactive elements, providing a more engaging and interactive experience. With support from major carriers and its recent adoption by Apple in iOS […]