From funding rounds and new launches to acquisitions and partnerships – a lot can happen in a week. But don’t fluster, we’ve selected our top five popular pieces of news in the realm of agents, business leaders, new solution launches and mergers. Find last week’s trending titles below!
8×8 Launches New Cloud Phone
8×8 has announced that 8×8 XCaaS is the industry’s first integrated cloud phone and contact center solution to support multinational enterprises with operations in Russia. The expansion provides global organisations with the highest quality of service and reliability, unlimited local calling, streamlined deployment and management, and access to emergency services and local numbers in Russia.
Salesforce and Slack Announce New Integrations at Dreamforce
Salesforce kicked off its annual Dreamforce event with a slew of announcements, including new features integrating its subsidiary Slack with its CRM offering.
Salesforce acquired enterprise communication platform Slack in a $27.7bn deal earlier this year, saying it would leverage Slack to become the interface for its Salesforce Customer 360 offering.
Genesys Launches BeyondCX Elearning Programme
Cloud contact centre provider Genesys has launched an e-learning programme for contact centre employees and supervisors. BeyondCX focuses on the soft skills necessary for delivering personalised and empathetic customer experiences, which Genesys said had been left behind by a focus on technology enablement and product knowledge.
SMG Expands Partnership with CallMiner
Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has expanded its partnership with conversation analytics leader CallMiner.
The integration helps brands improve the contact center experience and end-to-end customer journey by combining omnichannel conversation data and AI-powered analytics with experience management data.
Firms to Reboot EX After 88M Working Days Lost to Stress
More than 88 million worth of working days were lost in Britain due to financial stress last year, prompting business leaders to prioritise employee experience (EX) in 2022.
New study from borofree reveals that the events of the last year meant that financial worries caused workers to take off an average of three working days. HR Directors are keen to reboot employee productivity as people return to the office, with 83% saying they will be prioritising plans to improve employee productivity over the next year.
Stay up to date with all the latest CX news from CX Today by subscribing here.
