Welcome to our round-up of the top news in the CX space over the last seven days.
The Latest on Avaya’s Restructuring Plans
With revenues falling 21 percent year on year, a new CEO at the helm, and convertible debt due, Avaya has endured a storm of disruption in recent months.
Yet, the communications vendor is not sitting around, hoping for the tide to change. Instead, it is already kicking new plans to rightsize the business into gear.
Indeed, Avaya has now submitted an SEC filing in which it claims to be undertaking a series of cost-cutting measures – which, unfortunately, include layoffs.
As a result of these measures, the vendor hopes to cut $250M in annual costs.
Zendesk Adds New Features to Its Portfolio
Zendesk has launched a handful of messaging and analytics features, alongside new innovations geared towards sales teams.
Yet, perhaps most interesting is its new ticket handling capabilities. Now, employees can raise tickets by messaging a handle within Slack, supporting internal helpdesk use cases and B2B conversations.
Zendesk has also simplified its mobile messaging to give users more insights into tickets. Users can now add information like device, browser, or language to collect more info for ticket handling.
Twilio Dominates the CPaaS Market, says RiverPark Funds
Twilio leads the fast-growing CPaaS market, with analysts predicting it will double its revenue in the next three years.
RiverPark Funds, an investment management firm, also noted that the company has quintupled its customer base in the past five years, amassing 268,000 customers, while losing less than four percent of customers every year.
Twilio provides software tools that allow its users to gather and analyze customer data (Twilio Segment) and to run call centers (Twilio Flex) that can leverage this data in customer interactions.
While Twilio management believes revenue will increase 30 percent annually until at least 2024, RiverPark analysts are more bullish and put its growth prospects at 30 percent annually until 2027.
Meta: 1BN Users Message Businesses Across WhatsApp, Messenger, and Instagram Each Week
Meta’s business messaging offerings are hitting new highs, with its estimates suggesting that 1BN users now message companies through WhatsApp, Messenger, and Instagram each week.
Some of this is perhaps thanks to its click-to-messaging innovation, with 40 percent of advertisers now using the format for customer conversations.
In harnessing this, companies can increase conversion rates as they interact with customers across a single platform, streamlining the customer journey.
Moreover, it is simple to use, as businesses can build adverts that appear on Facebook and Instagram feeds, which open into a chat on the social channel.
