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 […]
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, […]