BIG CX NEWS from Avaya, Zendesk, and Qualtrics

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Published: July 1, 2022

Sandra Radlovački

Sandra Radlovački

Welcome to our round-up of the top news in the CX space over the last seven days.

Avaya Secures a $600M Financing Injection

Avaya has announced $600M in financing, which it will invest within the next 12 months.

Upsized from the previously announced sum of $500 million, the leading contact center technology provider aims to harness the increased funding to upgrade its business model.

While the vendor did not release many details of its investment plans, its model currently focuses on supporting clients in moving from on-premise technology to its Avaya OneCloud portfolio.

Investor Group Acquires Zendesk for $10.2BN

Zendesk has accepted a $10.2BN all-cash acquisition bid by global investment firms Permira and Hellman & Friedman LLC.

The deal concludes months of internal battles, as shareholders rallied against the board of directors following its failed acquisition of Momentive Global, the parent company of SurveyMonkey.

Prominent shareholder and – in recent times – naysayer JANA Partners ended its proxy fight with the leading CX technology vendor after the announcement.

Qualtrics and ServiceNow Launch a New Insights Solution

Qualtrics and ServiceNow have unveiled a new solution that provides a unified view of employee and customer experience data: Qualtrics Embedded Insights.

Available in the ServiceNow store, the solution provides pre-built configurations to allow organisations to track experience and operational data, like the number of resolved cases or the average resolution time, in one unified interface within the ServiceNow Workspace.

Enghouse Systems Acquires Competella

Enghouse Systems has acquired Competella, a Microsoft Teams solutions vendor, for an undisclosed amount.

Based in Stockholm, Sweden, Competella offers a communication suite for Microsoft Teams that helps organisations move from telephony legacy systems to the Teams phone solution.

The suite includes various Microsoft Teams native contact centre solutions, along with an IVR and Office User add-ons.




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