Welcome to our round-up of the top news in the CX space over the last seven days.
$400m CCaaS Deal Delay Hampers Avaya Growth
Avaya has reported a revenue dip for the second consecutive quarter, despite a significant spike in its OneCloud offering.
While sanctions on Russia played their part, the most significant factor was seemingly several delayed deals, including its impressive $400m CCaaS win with a global financial institution.
Sharing more details on a recent earnings call, Jim Chirico, Chief Executive at Avaya, said:
It is significant, not just because of the size of the deal, one of the largest in the history of the company, but also because it leverages a significant number of our latest innovations, including AI, biometric security and advanced analytics, and represents a displacement of several incumbent competitors.
NICE CXone and Cloud Bookings Rocket 300%
International bookings of NICE CXone and its other cloud solutions increased by three times year-over-year (YoY) in Q1.
The vendor anticipated the cloud migration trend early, acquiring inContact for $940 million in 2016 and developing a cloud-native CCaaS solution that is surging in popularity.
Much of this is due to the migrations of existing on-premise customers, for which NICE has many. Yet, its cloud solutions are also drawing rave reviews, with NICE the only vendor to achieve “leader” status in the 2021 Gartner Magic Quadrants for CCaaS and workforce engagement management.
Twilio Invests in Syniverse
Twilio has invested $750 million in Syniverse, a communication technology provider, as part of their expanded partnership.
This investment makes Twilio a significant minority owner of Syniverse, with Carlyle maintaining its majority stake.
Through this partnership, Syniverse will be one step closer to serving enterprise customers and will capitalise on the next wave of growth in digital communications.
Five9 Supercharges Its European Expansion
Five9 has opened two new data centers in Frankfurt and Amsterdam to support data-driven CCaaS clients across three continents.
Serving those based in Europe, the Middle East, and Africa, the move fuels its international growth and meets the desire for European companies to guarantee data residency.
As a result, Five9 contact centers can develop more mature data strategies that align with the latest AI transformation initiatives while ensuring compliance with evolving regulations.
