Cloud Communications News & Updates

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 switch between platforms and enabling a comprehensive view of patient interactions alongside their electronic health records. This development builds upon the existing partnership between Talkdesk and Epic, which began with platform integration in 2021 and expanded with Talkdesk joining the Epic Workshop co-innovation program in 2023. The collaboration aims to enhance agent efficiency and patient experience by unifying workflows and data within a single interface. Learn more at CX Today.

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 or cancel without penalty by providing written notice before the June deadline. Additionally, Avaya plans to discontinue its SIP Trunking and Communications APIs (CPaaS) services, ceasing new purchases as of February 3, 2025, and fully discontinuing the services on April 28, 2025. These decisions are part of Avaya's broader strategy to focus on large enterprise clients, which has also led to significant global layoffs and portfolio streamlining. Learn more at cxtoday.com.

A few months ago, 8x8 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. The updated logo and vibrant color palette symbolize innovation and efficiency in CX. Recent advancements, such as the GenAI Studio and the Five9 AI Agent, demonstrate Five9's dedication to leading in AI-driven CX solutions. The new tagline, "The new CX starts here," underscores this focus. Learn more at CX Today.

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 18, RCS is poised to become a preferred messaging platform, offering businesses opportunities to improve customer interactions through branded sender IDs, rich media, and interactive buttons.

Learn more at DestinationCRM.

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 approach could benefit larger AI companies by reducing their reliance on extensive GPU resources, thereby lowering training expenses. He also notes that this development might balance GPU demand across industries, making these resources more accessible to smaller companies. For application-layer companies like Zoom, Yuan believes leveraging DeepSeek's efficient technology could lead to reduced model training costs and lower API fees, offering competitive advantages. Read more at CX Today.

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 experience for both users and customers. The guide also underscores the flexibility and scalability needed to support evolving technologies and growth.

However, integration can pose challenges—such as compatibility issues or limited native contact center features in some UC platforms. The article stresses the importance of choosing the right vendor and planning carefully to unlock the full potential of these technologies. Done right, UCaaS and CCaaS integration enhances efficiency, engagement, and business performance.Read more at UC Today.

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, enabling customers to request callbacks during peak call volumes, which are then scheduled for less busy periods.

These strategic acquisitions align with Verint's introduction of specialized bots designed to automate specific contact center functions. In November 2023, Verint launched 50 such bots, each targeting a distinct task within contact center operations. This initiative underscores Verint's commitment to enhancing CX automation through targeted AI integrations. More information is available at CX Today.

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, with usage governed by a new AI credits system. For unlimited AI feature usage, the Copilot Pro subscription remains available at $20 per month. Additionally, Microsoft is introducing "Personal Classic" and "Family Classic" plans for existing subscribers who prefer to avoid the price increase; however, these plans will not receive major new updates.

Users will also have the option to disable Copilot features within applications if desired. Learn more at The Verge.

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 a phone call, posing as a tech support assistant and offering to "resolve" the problem they had triggered. This tactic exploits the victim's frustration and urgency to fix the problem, tricking them into granting access or sharing sensitive information. In a recent incident, an attacker convinced a victim to download AnyDesk, a remote access tool, which was then used to deploy DarkGate malware—a Remote Access Trojan (RAT) that enables unauthorized control over the infected system. Although the attack was halted before any data was stolen, it highlights the growing sophistication of cyberattack strategies. This incident adds to a series of cybersecurity challenges for Microsoft, which has been enhancing its security infrastructure following high-profile breaches.

Read more at UC Today.

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 employees report higher adoption rates of around 10%.

Despite slow uptake, organizations using generative AI have reported significant productivity gains, including a 23% increase in academic research output, with some areas experiencing up to a 30% improvement. Additionally, the semiconductor industry is set for rapid AI-driven growth, with sales predicted to increase by 37% by 2025. The AI hardware market is expected to grow to $139 billion, contributing significantly to the U.S. GDP.

The report underscores the gradual progress of AI adoption but highlights its potential to boost productivity and spur investment in key industries. More detail is available at Seeking Alpha.

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 associated with multichannel service models, which often result in fragmented customer experiences and decreased retention.

Advancements in voice-enabled conversational AI are central to this transition, enabling effortless transitions between communication modes within the same interaction. Gartner also forecasts that by 2028, 70% of customer service journeys will commence and conclude via conversational AI assistants integrated into mobile devices, such as Apple AI and Google Gemini. This trend reflects consumers' preference for quick, seamless solutions over traditional service channels. However, Gartner warns of a potential 300% increase in fraud attempts by 2027 compared to 2023 levels, as fraudsters exploit conversational AI tools. To mitigate this risk, organizations are advised to implement robust identity verification and multi-layered security measures.

Learn more by visiting SmartCustomerService.

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 bridging the gap between contact centers and broader organizational resources.

The solution allows agents to use Teams for internal consultations while handling customer inquiries, improving resolution efficiency and quality. The integration also includes advanced features such as unified directories, presence indicators, and click-to-dial functionalities. This development further solidifies Five9's position in the CCaaS (Contact Center as a Service) market, enabling it to support diverse business needs and integrate with other enterprise platforms​

For more details, you can explore the article at CX Today.

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 acquisition strengthens Verint’s competitive edge in the AI-driven contact center market, offering versatile tools for workforce and customer management.

Learn more at CX Today.

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 agents and templates for HR, IT, and more. Kore.ai aims to democratize AI innovation, empowering organizations to boost efficiency and reimagine workplace productivity.

Learn more at CX Today:

For more information on the use of AI in Cloud Communications, check out our AI Guide.

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. Outcomes remain uncertain under a potential Trump administration, though historically, Microsoft has benefited from certain federal policies. The investigation signals increased scrutiny of Big Tech's market power.

Learn more at Reuters.