Welcome to our round-up of the top news in the CX space over the last seven days.
Cyara Acquires Botium
Cyara has acquired Botium, adding automated chatbot testing to its array of customer experience assurance offerings.
The deal is a significant step in Cyara’s plan for international growth and product innovation, supplemented by its recent $350 million growth investment.
With this investment, Cyara aims to deliver a “complete CX assurance platform”, which will test customer journeys, no matter the channel or hosting platform.
Talkdesk Research Reveals What Gen Z Customers Want
New Talkdesk research has revealed that 88% of Gen Z consumers are loyal to only five companies or fewer.
The “Winning Gen Z Through Exceptional Customer Service” report also reveals two fundamental drivers of this loyalty. These are allowing customers to resolve service issues easily and conveniently and addressing their concerns and priorities beyond the context of customer service alone
Sabio Launches a New AI-Powered CX Platform
Digital customer experience transformation specialist Sabio has launched a new AI-powered platform – Sabio Console – to simplify the omnichannel customer experiences.
Launched at Sabio’s flagship annual customer event, Sabio Console integrates channels like voice, webchat, SMS, and WhatsApp into conversational AI platforms such as Google CCAI, ES & CX.
Stuart Dorman, Sabio’s Chief Innovations Officer, said: “Console allows users to easily map channels to the relevant ‘bot’ and handles the complexity of media transport and session management, allowing customers to build rich, omni-channel experiences.”
Twilio Adds WhatsApp to Its Verify API
Twilio has announced a new way for its customers to verify WhatsApp users with the Twilio Verify API.
The new update will allow Twilio customers to send one-time passcodes to consumers over WhatsApp in order to verify their identity.
The Twilio Verify team originally added WhatsApp as a channel to their Twilio Authy app several months ago to see if it would meet consumer expectations. As the results proved promising, Twilio saw “strong user adoption” and went on to expand its Verify API options.
