Welcome to our round-up of the top news in the CX space over the last seven days.
Zoom Releases a New WFO Solution for Hybrid Teams
Zoom has launched a new solution that allows employees to prebook workspaces, see who else is planning to come in, and receive data-driven recommendations about where they might like to sit.
Applied in a contact centre environment, the solution can ensure close work friends are in the office at the same time, next to one another, ensuring hybrid work does not wreak havoc with positive working relationships.
Jeff Smith, Head of Zoom Rooms and Whiteboard, said in a blog post:
Workspace Reservation expands on Zoom’s already robust hybrid work offerings and helps employees have access to the tools they need to do their best work on a given day.
Medallia to Acquire Mindful
Medallia has signed a definitive agreement to acquire Mindful, the callback automation platform, for an undisclosed sum.
Formerly known as VHT, Mindful will offer Medallia’s customers an array of call automation capabilities.
Leslie Stretch, CEO, Medallia, said at the time:
Consumers often want or need to talk to a live person, but no consumer ever wants to sit on hold. Mindful combined with Medallia’s signals-to-action platform will enable organizations to deliver a modern customer experience while reducing the high cost and friction of the conventional contact center approach.
Ventana Research Reveals the Leaders in the Agent Management Space
Ventana Research has assessed 18 leading contact center technology vendors, weighing up their agent management portfolios.
Vendors in the “exemplary” category performed best against the product and customer experience requirements stated in the report, and these include Verint, Genesys, Avaya, Calabrio, Talkdesk, and Content Guru.
The vendors classed as “innovative” can compete with the exemplary providers, they seemingly lag a little in terms of the client experience they offer. This year’s innovative vendors are 8×8 and Cisco.
Sabio Acquires People Matter
Digital customer experience transformation specialist Sabio has acquired People Matter, the workplace mental health and wellbeing platform.
People Matter helps organisations measure and improve mental wellbeing in the workplace by identifying warning signs of burnout.
Its Okina platform analyses subjective data captured throughout the app and provides insights on emotions and feelings towards work. The app also gathers digital information from the workplace itself.
