MetriNotes

Jan. 12, 2022 – Microsoft has announced updates for its Teams app and Viva employee experience platform to make them more attuned to the needs of non-deskbound frontline workers such as healthcare practitioners, retail clerks, field service technicians, and many others....

Dec. 14, 2021 – Dialpad has announced a slew of new features for its Dialpad Meetings app, as well as a partnership with Poly. The new video meeting features include virtual backgrounds, screen sharing enhancements, meeting access controls, and the ability to join meetings from...

Dec. 13, 2021 – Cisco introduced a new set of metrics, called Connections, for the Insights dashboard it creates with data from Webex usage. With Connections, Webex users get a dynamic view of who they’re working with, and how often, based on their activity across...

Dec. 8, 2021 – Bandwidth has extended its capabilities to support dispatchable location requirements under RAY BAUM’s Act for its customers via new and expanded agreements with three partners: 911 Secure, 911inform, and 9Line Software. RAY BAUM’S Act requires that 911 calls sent from a...

Dec. 7, 2021 – Five9 has introduced a new capability that will deliver lifelike-sounding synthetic voices for self-service use cases such as intelligent virtual agent (IVA) greetings, conversational prompts, and menu options. For this purpose, Five9 said it has added synthetic media company WellSaid Labs...

Nov. 30, 2021 – AWS continues to enhance its Amazon Connect CCaaS offering with machine learning (ML), this week announcing an automated call summarization feature. This call summary capability is now set as a default in Contact Lens, the ML-powered real-time contact center analytics engine...

December 1, 2021 – 8x8 announced that it is purchasing rival UCaaS and CCaaS provider Fuze for $250 million in combined cash and stock. The deal is expected to close in Q1 of 2022. 8x8 notes that the acquisition will accelerate its product development and...

Nov. 22, 2021 – Global communications network technology stalwart Ericsson announced its intent to acquire cloud communications provider Vonage in a $6.2 billion cash deal expected to close in the first half of 2022, pending customary approvals and processes. The purchase reflects a $21 per-share...

November 16, 2021 – At its annual Frontiers conference, Slack announced a major revamp to its platform to better enable customers and partners to optimize digital work. Slack’s enhancements include the ability to create customized workflows based on blocks that can be shared and reused...

Nov. 16, 2021 – Contact center-as-a-service provider Talkdesk has updated its workforce engagement and analytics solution sets with new customer feedback and agent performance management capabilities. With Talkdesk Feedback, organizations can capture, analyze, and act on voice-of-the-customer (VoC) feedback gathered via surveys deployed on any...

Nov. 15, 2021 – AudioCodes has acquired conversational AI solutions provider Callverso, an Israel-based company offering virtual agent and natural language understanding (NLU) technology to customers in the health, utility, and other service provider verticals. Callverso is now a wholly owned subsidiary of AudioCodes, and...

Nov. 8, 2021 – Everbridge, a provider of Enhanced 9-1-1 (E911) management solutions, announced it will support Cisco’s recently announced Nomadic 911 capability to ensure accurate location tracking and 911 call routing for the Webex app, per terms of a newly extended partnership. Everbridge acquired...