BIG CX NEWS from Zoom, Twilio, and Vonage

Sandra Radlovački

Popular stories from the last week that you may have missed

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BIG CX NEWS from Zoom, Twilio, and Vonage

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

Zoom Introduces a “Fresh” New Look and Product Updates

Zoom is fighting back against misconceptions that it is only a video conferencing app, launching an expanded adaptation of its logo.

The new logo turns Zoom into Zoooooom, with each “o” representing one of the six central facets of its communication platform.

The following tweet promotes this “fresh” new look and reinforces Zoom’s ambition to become a stalwart communications platform.

Twilio Lays Off 11 Percent of Its Workforce

Twilio will lay off approximately 11 percent of its staff, CEO Jeff Lawson announced in a message to Twilio employees, joining the likes of Google, Meta, and Amazon in reeling from the economic downturn.

The cuts will affect staff in Twilio’s go-to-market teams, which the CEO said can succeed with less human intervention, alongside employees in R&D and administrative functions.

Twilio is expected to cut around 900 positions, based on its headcount of 7,800 at the start of 2022.

IT Talent Shortages Are Changing Tech Investments

Acquiring IT talent has become a challenge for organisations, leading to increased investments in low-code/no-code technology, reveals Salesforce’s MuleSoft 2022 IT Leaders Pulse Report.

Indeed, 98 percent of organisations reported that their ability to attract IT talent links to their technology investment choices.

As a result, organisations are dedicating more time to IT employee wellbeing (82 percent) and empowering business teams with low-code/no-code tools to encourage non-developers to become “digital builders” (78 percent).

Vonage Unveils a Conversational AI Studio

Vonage has launched a low code/no code platform – the Vonage AI Studio – for brands to build omnichannel bots faster.

The offering aims to lessen the developer load yet deliver mature conversational AI models fit with backend integrations to pull personalized information. It also paves the way for transactions to occur within the bot itself.

Further use cases include providing billing updates, scheduling appointments, and offering self-service support, amongst others.

These may cover many customer engagement channels, including voice, SMS, and messaging apps, including WhatsApp.


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