Welcome to our round-up of the top news in the CX space over the last seven days.
Avaya Reveals $400m CCaaS Win
Avaya has revealed a $400m contact centre as a service (CCaaS) win with a global financial services firm.
Avaya CEO Jim Chirico spoke of the deal on an earnings call with investors where he also said that delayed projects, including this one, had contributed to missed earnings expectations.
Press Ganey to Acquire Forsta
Press Ganey has announced plans to acquire Forsta, a leader in the Gartner Magic Quadrant for Voice of the Customer.
The acquisition will support Press Ganey, the healthcare experience analytics stalwart, in its mission to accelerate innovation across the global healthcare industry.
Patrick T. Ryan, Chairman and CEO at Press Ganey, says:
Our unparalleled excellence in healthcare consulting, and proprietary data and analytics, will soon be infused with even more innovation and speed by Forsta’s world-class experience and research technology platform.
Twilio Shares Soar After Fourth Quarter Results Reveal
Shares of Twilio have risen by 29% after the CCaaS provider announced its fourth quarter results.
The results highlight revenues of $842.7 million, an increase of 54% Year-Over-Year.
Acquisitions of Segment – the customer data platform – and Zipwhip – the toll-free messaging service provider – have perhaps played their part in these revenue gains.
Engagement Platform Mindful Added to Genesys AppFoundry
CX software vendor VHT (formerly Virtual Hold Technology) has announced that its queuing platform Mindful is now available on Genesys AppFoundry.
The platform allows the transition of customer conversations across channels in cases when customers want to switch from calls to texts or schedule another time for interaction.
Matt DiMaria, CEO of VHT, said:
Companies that add Mindful to their customer-engagement workflows send a clear signal that they value their customers’ time and are focused on delivering exceptional customer experiences.
SugarCRM Acquires AddOptify to Automate Business Processes
SugarCRM has acquired AddOptify, a provider of no-code customer journey design tools.
Such tools will integrate into the SugarCRM platform, enabling sales, service and marketing teams to design, visualize, and automate many CRM processes.
In doing so, users can create playbooks and templates to bolster processes that include guided selling, service workflows, and lead nurturing.
Rich Green, Chief Technology Officer and Chief Product Officer at SugarCRM, adds:
Sugar customers can now leverage proven playbook capabilities within the Sugar platform to streamline sales processes, improve marketing operations and optimize customer service execution.
