BIG CX NEWS from Zoom, Freshworks, and Cyara

Sandra Radlovački

Popular stories from the last week that you may have missed

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BIG CX NEWS from Zoom, Freshworks, and Cyara

Welcome to our round-up of the top news in the CX space over the last seven days.

Zoom Debuts New Capabilities to Enhance Customer Service Experiences

Zoom has added six new capabilities to its CCaaS solution, which aims to “customize, inform, and streamline” service experiences.

Many of these additions center around video, a fundamental differentiator of the Zoom offering. Further video innovations relate to the waiting experience. Users of the Zoom Contact Center can customise the waiting room by adding messages, imagery, and links to relevant web pages.

Freshworks Unifies Customer Messaging on a Single Platform

Freshworks has unveiled its Summer ‘22 Product Launch, which includes updates to Freshchat, its messaging platform.

The enhanced offering empowers agents with more customer context, harnessing data from previous support, sales, and marketing engagements.

Indeed, the “Unified Customer Record (UCR)” innovation allows agents to see a history of customer activities, track the customer journey, and trigger various campaign activities via Freshchat.

Cyara Launches New Chatbot Testing Features

Cyara has released new chatbot testing features as part of the latest release of Cyara Botium, an automated chatbot testing and assurance solution.

The latest additions include capabilities such as AI-Powered Data & Test Generation, Extended Performance Testing, and Interactive Voice Response Channel and Voice Testing.

Zendesk Teams Up With Momentive to Announce a New Integration

Zendesk has partnered with Momentive – the parent company of SurveyMonkey and GetFeedback – to offer the “GetFeedback integration with Zendesk.”

Combining Zendesk’s customer data with the VoC capacity of GetFeedback, it creates a central source of customer insights and surfaces blind spots in customer interactions.

The integration seemingly offers three integral features: Survey Automation, Contextual Insights, and Dashboards.

Forsta and Rio SEO Partner on Localised Customer Experiences

Forsta has partnered with Rio SEO, a local marketing platform for enterprise brands, to integrate its technology into the Forsta HX platform.

The integration will enable brands to engage consumers across the journey and extend their CX programmes with new personalization features.


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