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 […]
CX Today: Did DeepSeek Just Transform Enterprise AI?
DeepSeek, a Chinese company, has developed an open-source generative AI chatbot comparable to OpenAI’s ChatGPT but at a fraction of the cost—approximately $5.6 million compared to the billions spent by other tech giants. Zoom CEO Eric Yuan discussed the implications of DeepSeek’s new AI model, R1, for enterprise AI applications. Yuan suggests that DeepSeek’s efficient […]
UC Today: The Ultimate Guide to UCaaS & CCaaS
UC Today’s Ultimate Guide to UCaaS and CCaaS highlights the powerful benefits of integrating Unified Communications as a Service (UCaaS) with Contact Center as a Service (CCaaS). This combination streamlines communication, reduces operational costs, and improves collaboration by consolidating platforms and minimizing training. It boosts productivity, shortens customer service response times, and delivers a smoother […]
CX Today: Verint has quietly acquired four AI providers
In 2024, Verint discreetly acquired four AI solution providers to bolster its customer experience (CX) automation capabilities. Among these acquisitions were Cogito and Fonolo, with the remaining two companies not publicly disclosed. Cogito specializes in real-time analysis of acoustic and lexical signals during customer conversations, providing agents with actionable insights. Fonolo offers cloud-based callback solutions, […]
The Verge: Microsoft bundling AI into Microsoft 365, raising prices
Microsoft is integrating its AI-powered Copilot features into Microsoft 365 Personal and Family subscriptions, resulting in a $3 per month price increase—the first in 12 years. Existing subscribers can opt out and retain their current pricing without the AI features. The Copilot integration will be available across applications like Word, Excel, PowerPoint, Outlook, and OneNote, […]
UC Today – ‘Vishing’ Attacks on Microsoft Teams
Cybercriminals are employing “vishing” (voice phishing) tactics to target Microsoft Teams users, as reported by Trend Micro. These attackers impersonate clients during Teams calls, using social engineering to gain remote access to victims’ systems. The attack typically begins with a flood of phishing emails to overwhelm the victim’s account. The cybercriminal then follows up with […]
Seeking Alpha: Goldman Sachs sees limited AI adoption
Goldman Sachs’ latest report highlights that AI adoption in U.S. companies remains relatively modest, with only 6.1% integrating AI into production processes, up slightly from 5.9% in the previous quarter. The finance and insurance sectors lead in AI usage, while industries such as IT, manufacturing, and education have seen declines. Larger companies with over 250 […]