Welcome to our round-up of the top news in the CX space over the last seven days.
Microsoft has announced a CCaaS solution that combines Microsoft Teams, Dynamics 365, Power, Azure, and Nuance AI capabilities.
After testing the CCaaS water with a half-baked Microsoft Dynamics 365 for Customer Service solution and numerous Teams integrations with prominent CCaaS players, the enterprise technology pioneer has now dived much deeper into the space.
Charles Lamanna, Corporate Vice President, Business Applications and Platform at Microsoft, wrote in a blog post:
Contact center tasks and workflows ranging in complexity from routine conversations to sophisticated transactions can easily be automated using no-code, low-code, or pro-code experiences.
Microsoft hopes to “drive infrastructure simplicity, flexibility, and innovation” while removing tricky IT integrations.
AI-powered language operations platform Unbabel has integrated with Zendesk to offer real-time translations across messaging channels.
The integration will enable customer support agents to further leverage Zendesk’s suite of support tools through multilingual translation.
Combining hybrid AI with human editors, Unbabel lets agents communicate with customers in their native language from their first interaction and throughout their journey.
LivePerson has launched Contact Centre Conversation Mining, a solution that turns conversational data into intelligent action.
Developed in partnership with Celonis, a SaaS firm that specialises in process mining, the new offering helps brands track and measure conversation data throughout the customer journey, enabling enhanced CX management.
Rob LoCascio, Founder and CEO of LivePerson, said:
“In partnering with Celonis, we’re taking another step toward creating AI-powered customer engagements that feel Curiously Human, delivered on any consumer channel.”
Messaging solutions provider HORISEN has been named a winner in three categories at the Carrier Community Global Awards 2022 in Berlin.
Competing with 43 companies, HORISEN was awarded Best SMS Platform Provider – Wholesale Solution, Best Global SMS Platform Provider – Retail Solution, and Best Innovative Application Provider.