Popular stories from the last week that you may have missed
Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom has announced an array of new additions to its CCaaS solution, including live chat and SMS.
The live chat and SMS additions come with sophisticated routing functionalities, paving the way for better contact center conversations and seamless channel shifts. Dashboard enhancements also allow admins to access real-time metrics that relate to video engagements, enabling advanced performance management capabilities.
Medallia has acquired CXTeam, a CX consulting firm with clients based across Latin America.
The deal comes after the two companies established a successful long-term partnership, implementing Medallia solutions across hundreds of enterprises within the continent.
Leslie Stretch, CEO and President of Medallia, said:
CXTeam has been an incredible partner through the years, and I am thrilled to take this next step with them. This builds upon our momentum in the region, and with CXTeam’s deep expertise and experience, we can help more organizations use Medallia Experience Cloud to drive faster ROI.
Five9 has partnered with Deloitte Canada to meet the growing demand for digital networking and Contact Centre as a Service (CCaaS) in the country.
Deloitte Canada will feature the Five9 Intelligent Cloud Contact Centre as part of its Future of Service Practice to provide contact centre solutions and services across strategy, architecture, and implementation.
Meanwhile, the Five9 platform will give Deloitte Canada’s clients access to digital channels, contact centre analytics, workflow automation, and workforce optimisation to help them deliver more engaging customer experiences.
Oracle has released a new employee experience solution – Oracle ME – that converges employee feedback, communication, and workflow tools into one application.
By factoring in employee preferences and tailoring the solution to the individual, Oracle strives to give each employee something they can call “my experience”. These experiences are powered by several innovations within the platform, such as Oracle Touchpoints, Oracle HCM Communicate, Oracle Journeys, and others.