#ccaas — Public Fediverse posts

#NiCE acquires #Cognigy, #Verint goes to #ThomaBravo, #Genesys gets serious funding and #Avaya scales down (or does it wind down?).

Looks like there is a major meltdown going on in the #CCaaS industry.

But what does this mean for customers and #CX?

https://zurl.co/LYgTg

Sprinklr reports growth in unified customer experience platform and CCaaS transformation: New York tech firm sees 8% revenue rise while focusing on contact center expansion and AI implementation amidst market shifts. https://ppc.land/sprinklr-reports-growth-in-unified-customer-experience-platform-and-ccaas-transformation/?utm_source=dlvr.it&utm_medium=mastodon #CustomerExperience #CCaaS #AI #TechNews #Sprinklr

Contact Lens for @amazon Connect evaluation capabilities are now GA - new ML capabilities designed to reduce the time managers need for manual reviews while identifying agent coaching needs. #CCaaS #cctr #CX http://ow.ly/E5VX50NYBb9

Trends and Predictions for CCaaS and the Contact Center - #cctr #CCaaS #CX #custserv @ucxusaexpo http://ow.ly/tKBJ50NY6l2

M&A news: @Nextiva Acquires AI Company @Simplify360 to Transform How Businesses Deliver Amazing Support Across Online Channels. Adds social media, reputation management, live chat and helpdesk CRM. #ucoms #UCaaS #CCaaS #CX http://ow.ly/hgpi50NN2hi

.@dialpad is on a roll - surpassed $200M in ARR, and announced a series of major generative #AI advancements to transform how companies communicate, collaborate, and sell. Meeting recaps, RT guidance, & more. #CCaaS #CX #custserv http://ow.ly/f42950NLfBe

My latest research piece on The Growing Need for Knowledge Management in the #cctr on @BCstrat #CCaaS #AI #CX @Five9 @Avaya @Cisco @Genesys @eGain @Verint @NICECXone @salesforce http://ow.ly/ukE450NHe6I

So whose #custserv tech will the IRS be using? "the I.R.S. intends to become a “digital first” organization that provides “world class” service to taxpayers. ..will allow easier communication with the I.R.S. #CX #CCaaS http://ow.ly/KLw350NEbJ0

EC 2023 – All Abuzz About #AI. My takeaways from #EnterpriseConnect. Video interviews with @NICECXone @cresta @srkolman @EdwinMargulies @EdifyCMO @edifycx @SpokePhone @jasonkerr @PolyCompany #UCaaS #ucoms #CCaaS #cctr @BCstrat http://ow.ly/XPap50NAtHc

Webinar: Join @balto_ai for a Collections Roundtable: Best Practices in a Shifting Compliance Landscape. Wednesday, April 5th at 1:30 PM CST. #CCaaS #cctr #AI #custserv http://ow.ly/jPzn50Nxf58

If you're at #EnterpriseConnect, come to the #UCaaS + #CCaaS session today at 3:00 - with me, @Vonage @RingCentral @GoTo @Genesys - https://schedule.enterpriseconnect.com/session/ucaas-plus-ccaas-what-are-the-use-cases-where-are-the-hurdles/891075

Looking forward to my session next week at #EC23 #EnterpriseConnect23 : #UCaaS Plus #CCaaS: What are the Use Cases, Where are the Hurdles? #ucoms #cctr #CX http://ow.ly/Eccu50Noqu3

Stalling stagnation with smart solutions - With the right workforce engagement management (WEM) tools, #cctrs can increase agent productivity and cut costs while improving #CX. @NICECXone #CCaaS #WFO #WEM http://ow.ly/iaKE50NheqZ

Great integration between @RingCentral and @balto_ai - RingCentral Adds AI Guidance App for Contact Centre. #cctr #CX #CCaaS http://ow.ly/AXZA50NfZ1y

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RT @arnoldjon
Am 1 of 12 @SCTCconsultants members speaking @enterprisecon - how many will you see? #enterpriseconnect #HybridWork #ucoms #ucaas #cctr #ccaas #collaboration https://www.sctcconsultants.org/ @SteveLeaden @MelissaSwartz @DaveMichels @tbrannen @martha_buyer @EnglishEenglish @blairplez
https://twitter.com/arnoldjon/status/1633837167440171008

Great to see more integrated #UCaaS & #CCaaS offerings - @Cisco Webex Contact Center Now Certified for @MicrosoftTeams Teams. #ucoms #cctr http://ow.ly/KWwr50NbhNH

Really interesting article in the WSJ about #AI in the #cctr. @NICELtd and @cresta are mentioned, but not sure it's in the most positive light. Be sure to read the comments - very eye opening. #CX #CCaaS https://www.wsj.com/articles/ai-chatgpt-chatbot-workplace-call-centers-5cd2142a?campaign_id=9&emc=edit_nn_20230302&instance_id=86649&nl=the-morning&regi_id=101905931&segment_id=126660&te=1&user_id=1a5abc62d7b75a43d31155d0899231fa

Really interesting article in the WSJ about #AI in the #cctr. @NICELtd and @balto_ai are mentioned, but not sure it's in the most positive light. #CX #CCaaS http://ow.ly/p7e750N8LVs

A new #cctr suite from @salesforce -Einstein Conversation Insights, Identity Verification, Action Launcher, and more. #CX #custserve #CCaaS http://ow.ly/pXy650N0WQX

Big news from @RingCentral -RingCentral Announces Strategic Collaboration Agreement with @awscloud. AWS will offer RingCentral MVP and RingCentral Contact Center solutions to its customers. #CCaaS #CX #UCCaaS #ucoms http://ow.ly/8Pzf50MTeEA

Cute VDay promos from @Five9 - It's not you, it's me. I'm moving to the Cloud. Learn how with #Five9. #CXNation #CCaaS http://ow.ly/LB4u50MSujT

Cute VDay promos from @Five9 - It's not you, it's me. I'm moving to the Cloud. Learn how with #Five9. #CXNation #CCaaS http://ow.ly/LB4u50MSujT

Cute VDay promos from @Five9 - It's not you, it's me. I'm moving to the Cloud. Learn how with #Five9. #CXNation #CCaaS http://ow.ly/LB4u50MSujT

Cute VDay promos from @Five9 - It's not you, it's me. I'm moving to the Cloud. Learn how with #Five9. #CXNation #CCaaS http://ow.ly/LB4u50MSujT

Cute VDay promos from @Five9 - It's not you, it's me. I'm moving to the Cloud. Learn how with #Five9. #CXNation #CCaaS http://ow.ly/LB4u50MSujT

.@RingCentral Announces Extended and Expanded Strategic Partnership Agreement with @Avaya - minimum seat commitments and a better aligned incentive structure. #ucoms #UCaaS #CCaaS http://ow.ly/ShuN50MSgUu

Avaya announces restructuring plan - @Avaya files for bankruptcy, draws $780M in new financing. Expands relationship with @RingCentral #ucoms #UCaaS #CCaaS http://ow.ly/YZEJ50MScga

I now know of 4 really good analyst relations or consultant relations professionals, plus 2 content writers who were laid off recently. If you're looking to hire, let me know so I can put you in touch. #layoffssuck #ucoms #UCaaS #CCaaS #CX #cctr

A new offering from @GoTo - GoTo Launches GoTo Customer Engagement, A New Unified Home for Customer Conversations. #CCaaS #cctr http://ow.ly/wSI650MMwmN

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RT @arnoldjon
Quick shout-out for @Talkdesk, and their CX Innovator Awards webinar. It's tomorrow, Feb. 1 at 11:30 ET, where the winners will be announced. I was one of the judges, and it's a pretty cool mix of companies. Details here: https://bit.ly/3DtOK8M #innovation #cctr #ccaas #cx
https://twitter.com/arnoldjon/status/1620486505654272002

News: @playvoxcx Launches New Workforce Engagement Solutions for @salesforce Contact Center. Customers can now access Playvox’s workforce engagement solutions on Salesforce AppExchange. #CCaaS #WFO #WEM #cctr http://ow.ly/ErCp50MlGzS