Welcome to our round-up of the top news in the CX space over the last seven days.
Avaya Partners with Alcatel-Lucent Enterprise
Avaya has announced a partnership with Alcatel-Lucent Enterprise (ALE), an international provider of communications, networking, and cloud solutions.
The partnership will extend the availability of Avaya’s OneCloud CCaaS composable solutions to ALE’s global customer base, while ALE will also make its digital networking solutions available to Avaya customers.
Genesys Signs the ‘Largest Deal’ In Its History
Genesys has signed a nine-figure contract with a leading North American financial services institution to transform its global contact centre operations.
The exciting partnership could be influenced by partners, as 50% of its new bookings were in the past fiscal year. New partnerships with fellow industry juggernauts Nuance and Qualtrics may have helped Genesys achieve annual cloud revenues of over $825 Million.
Zendesk Invests in Alliants’ Guest Experience Platform
Zendesk has invested in Alliants to help the guest experience platform provider bring its solution to a bigger, global audience.
The Alliants platform aims to empower hospitality businesses with the tools to connect and collaborate with guests.
One of these tools is its digital concierge, built on Zendesk Sunshine, which automates guest conversations. As such, guests no longer have to queue at desks to get what they desire. Instead, they can connect to the company through their desired messaging app in real-time, increasing customer convenience.
Amazon Enters the Contact Center Workforce Management Space
The company ramps up its CCaaS solution with new forecasting, capacity planning, and scheduling tools. As Amazon Web Services (AWS) announced in a LinkedIn post, these tools aim to predict customer service workload,
Leverage capacity planning to estimate how many full-time equivalent (FTE) agents are needed to be hired, Ensure you have the right agents at the right time to support customer contacts
