Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom Launches a Conversational Analytics Solution
Zoom has released a new conversational intelligence solution for sales teams: Zoom IQ for Sales.
The solution analyzes sales meetings and deals to provide actionable improvement opportunities and assess risks, enabling companies to bolster the performance of their sales teams.
Speaking exclusively with CX Today, Josh Dulberger, Head of Product, Data, and AI, at Zoom, said:
Zoom IQ for assesses customer reactions, selling skills, and possible pain points during the conversation. It also tracks the names of competitors that crop up on calls, which may highlight risks to potential deals. These may then be passed onto account executives for positive intervention.
Genesys and 8×8 Partner to Integrate CCaaS and UCaaS
Genesys Cloud CX now integrates with 8×8 Cloud Unified Communications, paving the way for a more collaborative contact centre.
The integration will allow Genesys clients to share reports, knowledge, and customer insights on dashboards easily accessible across the enterprise. Companies can then unlock a unified view of CX, drive customer-centricity, and place the contact centre at the heart of the enterprise.
Observe.ai Raises ‘Largest-Ever’ Series C for Contact Centre AI
Intelligent workforce platform Observe.AI has closed a $125 million Series C funding round led by SoftBank Vision Fund 2 with participation from Zoom. The company’s total funding to date has now reached $213 million.
Dubbed ‘largest-ever’ Series C funding for contact centre AI, the round highlights Observe.AI’s position in the contact centre industry and will contribute to the development of its upcoming product innovations. The company also plans to expand into new international markets.
Zendesk Shareholders Call for Change
Prominent shareholder Jana Partners has launched a stinging attack on the Zendesk c-suite as the fallout of its failed $4.1BN acquisition of Momentive Global continues.
The latest development in the ongoing public feud comes after Zendesk CEO Mikkel Svane posted a tweet suggesting that shareholders are holding Zendesk back. Barry Rosenstein, Managing Partner at Jana Partners, again takes aim at the Momentive deal in a new letter to the company’s board of directors, calling it “ill-conceived” and “value-destructive”.
