Cloud Communications News & Updates

Avaya has introduced the Avaya Infinity Platform, aiming to modernize contact centers for large enterprises and public sector organizations. This platform addresses challenges such as data sovereignty, integration of disparate data silos, and the enhancement of customer experience (CX). By focusing on its top 1,500 customers, Avaya seeks to provide solutions that enable these organizations to leverage their existing infrastructures while adopting advanced technologies to improve CX. The Infinity Platform represents Avaya’s attempt to facilitate a transition to modernize contact center operations without disrupting existing systems. Read more at No Jitter.

Mitel has secured U.S. Bankruptcy Court approval for its financial restructuring plan and expects to emerge from Chapter 11 this quarter. The restructuring will eliminate approximately $1.15 billion in debt, lower annual cash interest payments by around $135 million, and provide $64.5 million in exit financing to support future growth. CEO Tarun Loomba stated that with a stronger capital structure, Mitel will be better positioned to deliver flexible, secure communications solutions and continue its leadership in hybrid communications. Despite market disruption from the Chapter 11 news, Mitel launched a new CX platform at Enterprise Connect, signaling continued innovation.

Industry experts note that while restructuring strengthens Mitel financially, it still faces challenges ahead. Analyst Zeus Kerravala and Mitel partner Charterhouse Voice and Data highlighted the importance of reassessing Mitel’s market position and offerings. Comparisons were drawn to Avaya’s struggles after its own restructuring, raising questions about whether Mitel’s investments in AI-driven CX solutions will be enough to ensure long-term success. Learn more on UC Today.

Microsoft Teams experienced a significant outage affecting its file-sharing functionality, disrupting enterprise collaboration across its platform. The issue, tracked under incident ID TM1055900, prevented users from sharing files within Teams chats and channels, impacting both desktop and mobile applications. Microsoft acknowledged the problem and initiated an investigation to identify the root cause and implement a fix. The company provided updates through its Microsoft 365 Service Health Dashboard, advising users to monitor the platform for further information. This incident follows a series of recent disruptions in major collaboration tools, highlighting the challenges in maintaining uninterrupted service in enterprise communication platforms. Read more at UC Today.

Zoom’s major outage on April 16, 2025, which lasted about 90 minutes, was caused by a mistake from GoDaddy. A “server block” was mistakenly placed on the zoom.us domain due to a communication error between Zoom’s domain registrar, Markmonitor, and GoDaddy Registry, which manages the .us domain space. This mistake made Zoom’s main services, including meetings and VoIP phones, inaccessible — even Zoom’s status page was down.

Cisco’s ThousandEyes confirmed the outage was a DNS problem, and restoring access required users to flush their DNS caches manually. Zoom, GoDaddy, and Markmonitor collaborated to fix the issue and stated there was no security breach or DDoS attack. They are now working on steps to prevent this kind of problem from happening again.

You can read the full article here.

​Zoom has introduced “Zoom Tasks,” an AI-powered task and project management feature designed to enhance business productivity. This tool allows users to create, assign, and track tasks directly within the Zoom platform, streamlining workflows and reducing the need to switch between applications. By integrating task management into its suite of services, Zoom aims to provide a more cohesive and efficient user experience. Learn more on UC Today.

​8×8, Inc. has introduced 8×8 Engage™, an AI-powered solution designed to enable all customer-facing teams within an organization to deliver superior customer experiences across digital channels. This platform allows employees to engage with customers on their preferred channels, aiming to enhance customer satisfaction and drive business outcomes. Learn more at Yahoo News.

Zoom is advancing its AI capabilities by introducing agentic AI features across its platform, enabling the AI Companion to perform tasks on behalf of users, such as scheduling meetings, generating documents, and creating video clips. These enhancements aim to streamline workflows and boost productivity within the Zoom ecosystem.

Additionally, Zoom is expanding AI functionalities across its services, including Zoom Meetings, Team Chat, Docs, Phone, Whiteboard, and Contact Center. The AI Companion now features skills like calendar management, clip generation, and advanced writing assistance. Furthermore, specialized agents like the Zoom Virtual Agent are being introduced to deliver empathetic, contextual conversations and resolve complex issues autonomously, enhancing customer self-service experiences. ​Learn more at UC Today.

Make sure to visit our AI Guide for great content and use-cases around AI Adoption.

Genesys has unveiled its most comprehensive Contact Center as a Service (CCaaS) bundle to date, priced at $240 per user per month. This offering encompasses all of Genesys’s core CCaaS solutions, providing businesses with a unified platform to enhance customer interactions and streamline support operations. By consolidating essential contact center tools into a single package, Genesys aims to deliver exceptional value and simplify the deployment of advanced customer experience technologies. Learn more at CX Today.

Zendesk has introduced “Zendesk for Contact Center,” a new Contact Center as a Service (CCaaS) platform aimed at redefining the contact center landscape. This launch follows Zendesk’s recent acquisition of Local Measure, a customer experience platform, indicating a strategic move to enhance its offerings in the customer service sector. The new platform is designed to provide businesses with advanced tools to improve customer interactions and streamline support operations. More information is at CX Today.

Microsoft has rebranded its contact center workspace to “Copilot Service workspace” in an effort to better align with modern customer experience trends. As part of this shift, the company has stopped using the term “agent” for live representatives, opting for terminology that reflects a more dynamic and customer-centric role. This change likely stems from the growing integration of AI-driven automation, which is reshaping traditional contact center functions. By repositioning its workspace and language, Microsoft aims to create a more seamless and intelligent environment where human representatives work alongside AI to enhance customer interactions and improve efficiency. More information at CX Today.

GoTo has launched the GoTo Connect AI Receptionist, an AI-driven call-handling solution designed to enhance customer interactions for small and mid-sized businesses (SMBs). This 24/7 virtual assistant automates routine tasks, provides immediate responses to common inquiries, and intelligently routes calls to the appropriate departments or personnel. By integrating with existing knowledge bases and FAQs, the AI Receptionist ensures accurate and efficient customer service, reducing operational inefficiencies and ensuring that no customer inquiries are missed. The system supports over 10 languages and allows businesses to customize its voice and personality to align with their brand identity. Notably, the AI Receptionist requires minimal setup, offering immediate value to businesses without extensive configuration.

This launch signifies GoTo’s commitment to integrating practical generative AI technologies into their services, aiming to complement human employees and enhance overall customer experience. By handling peaks in call volume and supporting agents during off-hours, the AI Receptionist allows staff to focus on more complex tasks, thereby improving efficiency and customer satisfaction.

In a similar move, RingCentral recently introduced its own AI Receptionist, reflecting a broader industry trend towards incorporating AI to transform business call handling.

To read more, visit UC Today.

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 voice recorder in the Zoom Workplace mobile app, which can record, transcribe, and summarize in-person meetings, and live notes that provide real-time summaries during meetings and calls. These enhancements aim to streamline workflows and boost productivity for Zoom users.

Furthermore, Zoom plans to introduce a Custom AI Companion add-on, allowing users to personalize their AI experience with custom avatars and integrations with third-party tools. This move underscores Zoom’s commitment to integrating AI across its platform to enhance user experience and efficiency. Learn more at CX Today.

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 RCS texts between its users. The new RCS standard incorporates E2EE based on the Messaging Layer Security (MLS) protocol, enabling secure, interoperable encryption between different platforms.

This development signifies a collaborative effort between Apple and Google to enhance messaging security, ensuring that messages exchanged between iPhone and Android users remain private and protected. Read more at Engadget.

​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 million in debtor-in-possession financing to support operations during the restructuring process and an additional commitment of $64.5 million in exit financing to bolster future operations. Mitel’s operations outside the U.S., Canada, and select U.K. business segments are not included in the filing, allowing its global business to continue functioning as usual.

CEO Tarun Loomba expressed confidence that these steps will strengthen Mitel, enabling it to invest in long-term strategies and continue supporting customers and partners with innovative solutions. This restructuring is expected to be swift and minimally disruptive, with Mitel maintaining regular operations and fulfilling commitments to stakeholders throughout the process. Read more at UC Today.

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 trusted knowledge bases, data sources, and APIs for immediate deployment. This modular approach allows contact centers to incrementally implement automation, ensuring a controlled integration of AI into their operations. ​

Talkdesk’s strategy of developing industry-specific AI agents differentiates it in the contact center market, following the earlier release of AI Agents for Retail in January 2025. This sector-focused innovation underscores Talkdesk’s commitment to enhancing customer experience through tailored AI solutions. Learn more at CX Today.