Digital Customer Experience

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...

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...

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...

Oct. 20, 2021 –Twilio introduced Engage, an omnichannel automation solution built on top of its Segment customer data platform and leveraging the use of its communications APIs. With its first iteration of Engage, Twilio is focusing on marketing automation, with the goal of enabling marketers...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 27, 2021 – 8x8 has announced a solutions-based offering stemming from its “eXperience Communications as a Service” (XCaaS) integrated platform. The 8x8 Frontdesk solution supports the role of a receptionist with a new interface that combines both its Unified Communications (UC) and contact center...

Sept 15, 2021 – Dialpad has announced the acquisition of Kare Knowledgeware, a customer experience platform that optimizes workflow orchestration, knowledge management, analytics, and business intelligence. The deal gives Dialpad’s contact center solution conversational AI capabilities and improved self-service functionality by organizing unstructured data and...

Sept 27, 2021 – Talkdesk has announced Talkdesk Phone, an enterprise phone system built on its cloud contact center platform. Doing so enables Talkdesk to bring features from the CX cloud platform—such as advanced AI and automation, omnichannel routing, and integrated analytics—to all phone users...

We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for sales, support, or customer service. Zoom’s Video Engagement Center (VEC), announced Monday at Zoomtopia, will address requests from...

Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its $10 billion valuation, the company still embraces an entrepreneurial, turn-on-the-dime innovative spirit. Though big changes are...