SmartCustomerService.com: Gartner: 30% of Top Companies Will Offer Service Only Through One Channel by 2028
According to a December 11, 2024, report by Gartner, 30% of Fortune 500 companies are expected to offer customer service exclusively through a single, AI-enabled channel by 2028. This unified channel will facilitate seamless communication across text, image, and sound, simplifying customer interactions and enhancing satisfaction. The shift is driven by the complexities and costs […]
CX Today: Five9 introduces new Teams Integration
Five9 has launched an innovative integration between its cloud contact center platform and Microsoft Teams, marking a significant step in contact center technology. This integration enables seamless collaboration between customer service agents and back-office teams, leveraging Microsoft Teams’ widespread adoption in businesses. The goal is to streamline workflows, enhance communication, and improve customer experiences by […]
CX Today: Verint acquires Cogito
Verint has acquired Cogito, integrating its advanced AI capabilities to enhance customer experience solutions. Using Cogito’s technology, Verint introduced the “CX/EX Scoring Bot,” which evaluates over 200 real-time conversation signals to score customer interactions and guide agent performance. This innovation complements Verint’s existing AI solutions for contact centers, enabling streamlined operations and better decision-making. The […]
CX Today: Kore.ai Launches Agentic AI Platform
Kore.ai has unveiled its Agentic AI platform, “AI for Work,” designed to transform enterprise operations. This no-code platform lets organizations create autonomous AI agents to streamline tasks, automate workflows, and integrate with over 100 pre-configured connectors. Key features include advanced RAG-based search, multi-agent collaboration, and a Universal Orchestrator for complex workflows. The platform offers pre-built […]
Reuters: Microsoft faces US antitrust probe
The FTC is investigating Microsoft for alleged antitrust practices, including restrictive software licensing terms and dominance in cloud computing and AI markets. Competitors claim Microsoft locks customers into Azure and imposes steep costs for migrating to other platforms. The probe, initiated by FTC Chair Lina Khan, also examines cybersecurity and AI integration in its products. […]
CX Today: Zoom adds largest-ever contact center customer
Zoom recently secured its largest-ever Contact Center as a Service (CCaaS) deal with Agencia Tributaria, Spain’s National Revenue Service, involving over 20,000 seats. This milestone reflects Zoom’s growth in the EMEA region and a significant 82% year-over-year increase in CCaaS customers. The company’s rebranding as “Zoom Communications” highlights its shift beyond video conferencing to an […]
UC Today: Microsoft Experiences Teams and Outlook issues
UC Today reports on a widespread outage affecting Microsoft Teams, Outlook, and Exchange, with users experiencing issues such as Teams Calendar access problems and email attachment failures. Microsoft attributes the disruption to a recent change, which they are rolling back to resolve the issue. Users are advised to check the Microsoft admin center for updates. […]
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 […]