Welcome to our round-up of the top news in the CX space over the last seven days.
Salesforce Lets Contact Center Genie Out the Bottle
Salesforce announced its latest contact center platform, named Contact Center Genie, during its annual Dreamforce conference this week.
The AI-powered platform brings together contact center functionalities like messaging, voice, and bots onto one platform, and provides real-time assistance to agents based on information collected from user data.
It integrates chats from a company’s website, app, and even WhatsApp, where companies will have access to tools to create WhatsApp-specific digital interactions.
The company was keen to stress that the new platform is “one easy, affordable package that can transform your contact center today, not years from now.”
Zendesk Adds New AI Capabilities to its Portfolio
Zendesk continues to upgrade its portfolio, with the latest round of updates being two AI capabilities added to its customer support platform.
Intelligent Triage and Smart Assist aim to streamline the process of sorting customer support requests and offer more data on these requests.
The capabilities ensure that business-critical requests are made a top priority to agents and be resolved quickly.
In addition, agents can now understand intent and sentiment via account-specific models customized for individual use cases.
Five9 Announces a Salesforce Integration
Five9 has announced its Service Cloud Voice for Partner Telephony will be available on Salesforce AppExchange.
The new integration gives agents access to core telephony controls blended within the Salesforce Omni-channel widget, as well as the ability to search for previous interactions so agents have full customer context.
The move comes as companies of all industries have been under pressure to consolidate their tech stacks and reduce costs, while maintaining efficiency, in order to weather a potential economic recession.
Qualtrics Launches Video Feedback
Qualtrics has launched a new option to capture both qualitative and quantitative feedback on its XM platform – Video Feedback.
As the name suggests, Video Feedback allows organisations to collect feedback through video, analysing words and emotions and turning them into feedback data.
The feature aims to help marketing and CX teams gain deeper insights into consumers’ needs at scale. Video Feedback automatically translates and transcribes audio, and transforms it into text analytics so researchers can identify common themes.
