Twilio expands Customer Engagement Platform
Twilio has expanded its cloud-based customer engagement platform with new functionality. According to Twilio, the features help companies build and maintain better relationships with customers.
Twilio develops cloud-based integration solutions for communication services and APIs such as SMS, vid... Read more
Contact center solution Amazon Connect gets major update
Cloud contact center solution Amazon Connect recently received a major update.
Amazon Connect allows companies to contact and answer customers in multiple channels. The latest update speeds up the workflow of customer service agents.
Amazon Connect Cases
Amazon Connect Cases, one of the ne... Read more
Zoom makes its Contact Center Solution generally available
The newly released platform combines unified communications and contact center services.
This week Zoom Video Communications announced it has launched a new platform, called Zoom Contact Center.
The platform combines unified communications and contact center services with the unique usab... Read more
Chrome OS Enterprise targets contact centers, in collaboration with various partners
Google is integrating Chrome OS Enterprise with cloud-first contact center companies like Edify, Genesys, Vonage, Five9, RingCentral, and 8x8. This move sees Google release Chrome Enterprise Recommended Contact Center stacks that will be available from partner vendors and CDW.
Google Chrome OS E... Read more
Talkdesk is now worth more than $10 billion after a $230 million funding round
Talkdesk, a startup that makes software used by companies to operate contact centres efficiently, announced on Thursday that after a $230 million funding round, it has reached a valuation of more than $10 billion.
This new valuation is more than three times what the company was worth after the l... Read more
Zoom enters all-stock deal to acquire Five9 for $14.7 billion
Zoom Video Communications announced late Sunday that it had made a deal to acquire Five9 Inc, a cloud contact centre provider, in an all-stocks transaction worth $14.7 billion.
Five9 was founded in 2001 and provided the enterprise contact centre market with a software-as-a-service platform, whic... Read more
AWS expands Contact Center Intelligence into Europe
AWS has added the ability to apply the system's capabilities to existing contact centres to Contact Center Intelligence. Furthermore, the service is now more widely available in Europe.
Amazon announced CCI last summer. It combines a number of services to offer contact centres more machine learn... Read more
AWS provides Amazon Connect with new analytics functionality
AWS has now made its AWS Contact Lens service publicly available. This service provides AI functionality for the cloud-based business contact center solution AWS Connect.
Good customer service is becoming increasingly important for businesses. As a result, the market for contact center solutions... Read more
Salesforce integrates new Service Cloud Voice with AWS Connect
Salesforce has made its cloud-based contact center solution Service Cloud Voice widely available. In addition, the solution has been integrated with AWS Connect, the cloud-based and AI-equipped contact center telephony solution of AWS.
With the Service Cloud Voice solution that was previously an... Read more
Cisco updates Contact Center for hosted and on-premise solutions
Cisco has updated its contact center portfolio to improve customer experience, security and deployment by delivering connected offerings through a cloud-first model. Version 12.0 comes with improvements for both on-premise and hosted solutions.
This specifically concerns Unified Contact Center Enter... Read more