Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom Expands Its Genesys Partnership
Zoom and Genesys have launched a go-to-market partnership to deliver the combined Zoom Phone plus Genesys Cloud CX solution.
As brands kickstart their UCaaS and CCaaS transformation, the partnership will offer Genesys Cloud contact centers an alternative to its existing Microsoft Teams integration and native UC tools.
Including a video customer assistance solution, Genesys is ramping up these native UC capabilities. However, it seemingly cannot yet compete with companies such as Zoom and Microsoft – particularly in terms of market presence.
Five9 Discusses Its European Expansion Plans
CX Today’s Sandra Radlovački hosts Genefa Murphy, Chief Marketing Officer at Five9.
Dialpad Launches a “First Ever” AI Engine to Measure CSAT
Dialpad has released a solution that assesses every contact center conversation and predicts customer satisfaction (CSAT) in real-time.
By putting forward the “Ai CSAT” solution, Dialpad aims to help companies move away from post-call surveys, which can cause customer fatigue and are sometimes considered “spam” or “junk mail”.
In addition, the provider hopes that the insights will empower CX teams to determine critical drivers of and barriers to customer happiness.
ServiceNow Acquires Hitch
ServiceNow has acquired Hitch, a skills intelligence and talent platform. The acquisition will see Hitch add new skills insights to the Now platform that will enable organisations to provide their employees with learning and development opportunities.
By doing so, companies can improve their workforce planning and close any talent gaps.
Gretchen Alarcon, Vice President and General Manager of HR Service Delivery, ServiceNow, said: “If skills are the new currency for business, insight into these skills is critical to driving talent retention and adapting to evolving business needs.”
