Technavio: Contact Center Market to Grow by $208.2 Billion Through 2028
Technavio predicts the global contact center market will expand by $208.2 billion by 2028, growing at a compound annual rate of 10.7%. Key factors driving this growth include advancements in AI, increased adoption of cloud-based systems, and the rise of virtual work environments. Among the key insights: More detail is available at Smart Customer Service. […]
8×8 rebrands and Emphasizes CX
8×8 has unveiled an update to their logo and emphasizing their alignment “around your success, customer experience, goals, and ambitions.” Learn more in the 8×8 blog.
No Jitter: New Mitel CX Platform
Mitel recently introduced its new Mitel CX platform, leveraging generative AI to transform the customer experience landscape. This platform enhances customer interactions by utilizing AI for personalized, efficient communication across multiple channels. Key features include advanced AI-driven chatbots, predictive analytics to anticipate customer needs, and seamless integration with existing systems to streamline workflows. The generative […]
CX Today: Cognigy launches Agentic AI
Cognigy has launched Agentic AI, a solution for enterprise contact centers that blends its conversational AI engine with large language models (LLMs). This innovation offers real-time decision-making, hyper-personalization, and seamless integration with enterprise tools. With advanced memory features and APIs, the AI Agents deliver dynamic, humanlike interactions and streamline customer service. Cognigy claims the solution […]
UC Today: Zoom introduces AI Companion 2.0
Zoom’s AI Companion 2.0, unveiled at Zoomtopia 2024, is now available to enhance collaboration and productivity. Integrated into Zoom Workplace, it offers features like summarizing conversations, synthesizing information, and initiating actions for efficient decision-making. The platform includes customizable add-ons tailored to organizational needs and is free for paying subscribers. Zoom plans further updates, including broader […]
No Jitter: Legal considerations of AI
No Jitter discusses emerging legal risks in the use of AI within customer communication services (CCaaS) and unified communications as a service (UCaaS). With privacy concerns at the forefront, the article highlights a recent lawsuit where customers allege data misuse due to AI handling personal communications. It underscores the importance of transparency in data use […]
UC Today: Microsoft Teams price increase
Microsoft is increasing the price of its Teams Phone service, raising the cost for various plans starting April 2025. Teams Phone Standard will go from $8 to $10 per user per month, while other packages will also see hikes. Microsoft attributes this increase to “continuous innovations.” Additionally, a new monthly billing option will carry a […]
UC Today: More Layoffs at Avaya
Avaya announced another round of layoffs shortly after the retirement of CEO Alan Masarek, who had overseen restructuring post-bankruptcy. The company framed this reduction as a move to align resources and focus on customer-centered strategies, following a prior layoff in July affecting about 3% of its workforce. Avaya’s new CEO, Patrick Dennis, intends to guide […]
CX Today: 2024 Gartner CCaaS Magic Quadrant
The 2024 Gartner Magic Quadrant for CCaaS evaluates cloud contact center providers across four categories: Leaders, Challengers, Visionaries, and Niche Players. Leaders like NICE, Genesys, AWS, and Five9 excel in delivering comprehensive solutions for global enterprises, emphasizing innovation, scalability, and support. Cisco stands as a Challenger. Visionary Talkdesk focuses on industry-specific offerings, while Niche Players […]
UC Today: Gartner releases 2024 UCaaS Magic Quadrant
The 2024 Gartner UCaaS Magic Quadrant highlights Microsoft as the top leader, emphasizing its enhanced telephony features but noting gaps in contact center. Cisco advances with strong AI capabilities, challenging other leaders like RingCentral and Zoom. Meanwhile, Dialpad moves to the Niche Players quadrant, and Google remains the sole challenger. Vendors like GoTo and Sangoma […]