Big CX News You May Have Missed

Sandra Radlovački

Popular stories from the last week that you may have missed

Big CX News You May Have Missed

It’s no secret that it can be difficult to stay on top of things in such a fast-paced world. But don’t worry, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Enjoy last week’s top stories below!

Gartner Magic Quadrant for CCaaS 2021

Market analytics leader Gartner has released its much awaited 2021 Magic Quadrant report for Contact Center as a Service. With the effect of the pandemic still panning out, demand for CCaaS solutions is only increasing as companies cater to more complex demands from customers globally. Take a closer look at the CCaaS industry’s Leaders, Challengers, Visionaries and Niche Players.

Visier Closes Successful Q2 with Series E Funding

Visier, the globally recognised leader in people analytics and planning, closed out a landmark quarter, which included notable new enterprise customers, awards and recognition, and a $125 million Series E investment led by Goldman Sachs. The end of Q2 brought the company’s customer count to over 8000, with more than 12 million employee records under management.

Avaya Acquires Contact Centre Developer CTIntegrations

Cloud communications and workstream collaboration provider Avaya has announced the acquisition of contact centre software development and system integration firm CTIntegrations. The company’s offering includes the CT Suite contact technology platform, which supports the customer and agent experience with digital workflow processing and reporting capabilities.

Verint Acquires Conversocial

Verint announced the expansion of the digital-first capabilities of its cloud platform through the acquisition of Conversocial. The transaction is valued at $50 million. With this acquisition, Verint’s market-leading conversational AI will provide brands the ability to orchestrate customer journeys with a connected experience across their channels of choice.

Ada Launches Self-Service Smart Search Solution

Conversational AI platform provider Ada has announced the release of a new product for customer self-service. Smart Search is a no-code solution that integrates with existing knowledge base content to offer customers new ways of accessing content, freeing up human agents for more high-value tasks.

 

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