The Latest BIG News from Avaya, Microsoft, and Zendesk

Lift the lid on some of the biggest stories from across the CX space

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Published: August 17, 2022

Charlie Mitchell

New CEOs, CCaaS solutions, and go-forward plans feature in our very first video edition of BIG News.

Hosted by our very own Isabel Blakemore, the video includes a conversation with Patrick Watson, Senior Analyst at Cavell Group, as we deep dive into the latest news creating ripples and waves across the CX space.

We start with Avaya, which recently endured a significant revenue slump after a tough Q2.

In stepped new CEO Alan Masarek, in charge of steering the ship back on track. Watson assesses how the former Vonage man may attempt to set a course to success.

Next up is Microsoft, as we consider its plans in the CCaaS space, following the launch of its Microsoft Digital Contact Center Platform.

Will the technology pioneer aim to closer align the solution with Teams? How will it exploit Nuance-enabled features? Watson shares his quick-fire thoughts on these hot topics to shed more light on the CCaaS solution.

Finally, we turn our attention to Zendesk. Snapped up by an investor group in late June, the new owners face the tough task of bouncing back from $95.1 million in Q2 losses.

Watson dissects how the vendor may move forwards while giving his two cents on the future of the CRM space.

Keep an Eye Out for More BIG News

We created our first BIG news video in the hopes of bringing more analyst-driven insights to our fantastic audience.

Yet, much greater plans lie in wait. Indeed, BIG news will soon blossom into a CX Show that features various segments to deliver the latest updates, insights, and thinking from across the space in a fun and engaging way.

So, stay tuned, and enjoy the very first in a series of videos that will feature some of the brightest minds in CX.



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