From a big move in converging CCaaS and UCaaS platforms to an industry disruptor aiming to change the CRM space, here are extracts from some of our most popular news stories over the past seven days.
Microsoft Launches New Contact Center Integration Model for Teams
Microsoft has confirmed a new contact center integration model for Teams, taking the total to three.
In a nutshell, the Unify integration model allows solution providers to build native CCaaS applications on Azure Communication Services (ACS), leveraging Teams’ calling infrastructure.
This expansion of Teams Phone functionality into CCaaS environments is made possible by leveraging the following resources:
- ACS – call automation
- ACS – calling software development kit
- OpenAI
The vendor claims that Unify enables the development of “intelligent” CCaaS solutions that improve communication between customers and contact center agents.
In addition, Unify is equipped with Dual Persona, which means that calls made to or from ACS applications now alert only the Teams CCaaS identity.
This setup allows ISVs to route calls directly to their custom CCaaS client without triggering a ring within the Teams client itself. (Read on…).
ServiceNow Secures 9 CRM Megadeals, Reiterates Goal to Lead the Market
ServiceNow landed nine CRM and Industry Workflow deals worth over $1MN last quarter.
The tech giant also revealed that 16 of its top 20 deals included CRM.
ServiceNow didn’t add much more color to these deals. Yet, it underlined that enterprises like Pure Storage, The Whole Group, and Yokohama City are now “on the CRM journey with ServiceNow.”
Thanks to these deals, CRM and Industry Workflows remains ServiceNow’s fastest-growing business.
That’s according to Bill McDermott, CEO of ServiceNow, who reiterated his objective to “be the leader” in the CRM market.
McDermott first voiced this goal after ServiceNow’s $2.8BN acquisition of Moveworks.
Since then, ServiceNow snapped up CPQ provider Logik.ai, which – according to company leaders – represents another “major acceleration” in its CRM ambitions.
ServiceNow supports those CRM ambitions with a differentiated strategy. (Read on…).
Avaya Bets Its Future on Its New Infinity Platform, the Next “Evolution” of AXP
Avaya has launched a new platform to bet its future on: Avaya Infinity.
Infinity aims to unify Avaya’s contact center and unified communications portfolio on a single platform, while layering orchestration and AI over the top.
That orchestration capability stems from Avaya’s 2024 acquisition of Edify.
It allows companies to design new customer service experiences. Avaya then offers a no-code engine to “orchestrate” those journeys.
However, Avaya doesn’t just plot out new service workflows; with Infinity, it also connects the channels, insights, and tech behind them.
“Strong bonds are earned over time, interaction by interaction,” said Patrick Dennis, CEO of Avaya.
But the reality for the world’s largest businesses and public sector organizations is that too often investments in new technologies, channels, and modalities meant to strengthen customer interactions actually splinter them.
“Avaya Infinity reverses this tide, collapsing silos and creating connections that transform the contact center from a vehicle for surface-level contact to the place where enterprise relationships deepen and expand,” concluded Dennis. (Read on…).
Talkdesk Debuts AI Agents for Financial Services, Follows Up the Launch of Healthcare & Retail Agents
Talkdesk has announced a new solution for contact centers to build AI agents that interact autonomously with customers.
The offering targets the financial services sector, as evident in its name: Talkdesk AI Agents for Financial Services.
A bank or credit union may develop agents to manage deposits, service loans, manage cards, and schedule appointments with financial advisors.
Yet, these agents aren’t previous-generation virtual agents embedded with generative AI (GenAI).
Instead, they understand context, autonomously analyze situations, reason, and take action to resolve requests.
Additionally, the AI agents adapt to customers’ language, tone, and preferred communication channels, showing empathy where needed.
The AI Agents for Financial Services offering spins out of Talkdesk’s primary agentic AI solution: the Talkdesk Ascend AI platform.
However, it includes industry-specific AI models, integrations to systems typically leveraged in financial services, and preconfigured workflows.
As such, Talkdesk hopes to inspire quicker time to value. (Read on…).
