BIG CX NEWS from RingCentral, Verint, and Qualtrics

Sandra Radlovački

Popular stories from the last week that you may have missed

Verint RingCentral
BIG CX NEWS from RingCentral, Verint, and Qualtrics

From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!

RingCentral Announces New Phone Integration for Teams

RingCentral has made new phone integrations for Microsoft Teams to give customers access to business SMS, fax, voicemail, Call-to-Web, and direct routing.

The company says customers will now have the option to choose either a direct routing solution or the RingCentral dialer integration for MS Teams, which provides access to SMS, fax, and voicemail.

Verint Ramps up Agent Assist Capabilities

Verint has upgraded its Customer Engagement Cloud platform with new AI-driven Real-time Agent Assist capabilities.

Powered by Verint Da Vinci AI and Analytics, the new capabilities consist of real-time sentiment analysis and new work assist functionality, intended to help agents better understand customer sentiment and intent.

Blue Prism and AWS Form Automation Partnership

The partnership will see the companies working together on intelligent automation, with Blue Prism building SaaS offerings on AWS and working with the latter to increase the functionality of its digital robots – such as its Blue Prism Service Assist offering, which provides comprehensive views of contact centre customer interactions.

Qlik Data Integration Added to Google Cloud Marketplace

The announcement is the latest in a string made by the pair of companies, which has seen Qlik become a Premier Level Google partner.

Qlik says its solution automates real-time data streaming, refinement, cataloguing and publishing from vendors such as SAP Mainframe and Data Warehouses.

Qualtrics is Moving to AWS to Improve Operational Performance

The company claims the migration will improve “operational performance, expand globally, and develop new features that help customers gain deeper insights”.

Qualtrics’ experience management (XM) application portfolio and xFlow automated workflow system will now make use of AWS’s infrastructure and capabilities such as machine learning, analytics, databases, security, and compute.



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