BIG CX NEWS from Zoom, Zendesk, and Avaya

Sandra Radlovački

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BIG CX NEWS from Zoom, Zendesk, and Avaya

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

Zoom Bolsters Conversational AI with M&A

Zoom has acquired conversation AI platform Solvvy as it continues to expand its contact centre credentials. Zoom execs said the new technology will add scalable self-service capabilities to its recently launched Zoom Contact Center platform.

The acquisition comes after the recent release of Zoom IQ, a conversational analytics tool for outbound sales teams.

Zendesk Announces New CRM and Employee Experience Capabilities

Zendesk has added sophisticated conversational AI features to its CRM solutions, enabling companies to automate customer interactions on Facebook Messenger and WhatsApp.

The new features allow users to build and train custom bots while feeding them third-party data and enabling complex workflows that resolve a whole host of common customer queries.

The Complete Avaya OneCloud Portfolio Is Now Available on Microsoft Azure

Avaya has strengthened its Microsoft partnership, announcing that all Avaya OneCloud solutions are now available on Azure.

After numerous successful implementations of the Avaya OneCloud CCaaS solution through the public cloud computing platform, its CPaaS and UCaaS will now join the mix.

As such, companies can benefit from the flexibility of deploying the popular solutions in a hybrid, public, or private cloud environment.

Qualtrics and SAP Partner on Contact Centre Empathy

Qualtrics has integrated its XM Discover AI and machine learning capabilities into SAP Service Cloud to help service teams resolve customer issues faster and improve customer satisfaction.

The integration enables XM Discover to analyse all the structured and unstructured data coming into SAP Service Cloud, such as agent notes, support conversations, chats, and more.

Pipedrive Announces New WhatsApp and Messenger Integrations

CRM and revenue management platform Pipedrive has launched integrations with WhatsApp, Facebook Messenger, and DocuSign alongside a new messaging inbox.

The integrations with WhatsApp and Facebook Messenger allow Pipedrive users to interact with customers directly from their CRM.

In addition, the DocuSign integration complements Pipedrive’s Smart Docs tools allowing users to create online sales documents in Smart Docs and send them for signature using DocuSign.

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