Welcome to our round-up of the top news in the CX space over the last seven days.
8×8 Releases an Agent-Centred CCaaS Solution
8×8 has launched a new CCaaS solution, 8×8 Agent Workspace, which offers embedded UCaaS capabilities to bolster agent experiences.
The capabilities include voice, team chat, and video meetings, built conveniently into the CCaaS solution to inspire collaboration, knowledge sharing, and enhance hybrid working.
The solution also fortifies the contact centre stack with agent-friendly features. For example, users can build agent desktops that act as a single pane of glass across multiple channels, automate desktop processes, and gain real-time support from agent-assist bots.
Twilio Releases a New Solution to Boost Contact Centre Sales
Twilio has announced the general availability of its Twilio Frontline solution which aims to enable sales agents to engage with customers – across their favourite channels – within a single application. It also allows contact centres to build compliant, user-friendly experiences through workflow customisation, employee empowerment, and secure engagement.
The solution contains embedded compliance features to securely archive conversations, authenticate users and retain control of contacts.
Forethought Integrates with Zendesk
Customer service solutions provider Forethought has integrated its conversational AI agent Solve with Zendesk’s outbound massaging platform Sunshine Conversations to help teams deliver customer experience across multiple channels.
Pascal Pettinicchio, Vice President of Technology Alliances at Zendesk, said: “Sunshine Conversations helps businesses provide custom interactions and individualized support. The integration with Forethought enables our customers to take advantage of Forethought’s Solve product and their AI technology across any channel.”
RingCentral Launches an Array of New CX Technologies
RingCentral has revealed new capabilities designed to solve the challenges of hybrid working. The company has split its innovations into three groups: simplifying communications and collaboration, gaining data and insights to inform business decisions, and enhancing customer experience.
