The Latest BIG News from Zoom, Twilio, Five9, Journey and Avaya

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Published: August 25, 2023

Kieran Devlin

Kieran Devlin

Zoom Reveals Contact Centre Customer Numbers

Zoom has revealed that its Zoom Contact Centre has reached over 500 customers in the past six quarters.

As revealed in the company’s latest earnings call, the rate of onboarding new contact centre customers expands upon its promising start of 350 customers in one year.

Zoom is anticipating that the Zoom Contact Center will drive significant growth by becoming a full contact centre suite by adding workforce management, virtual agent, quality management, and more.

Eric S. Yuan, Zoom Founder and CEO, commented:

Our mission of delivering limitless human connection remains core as we continue to innovate and expand our platform to help bring value and enhanced productivity to our customers with new AI features like Zoom IQ Meeting Summary and Team Chat Compose, as well as Intelligent Director. I’m also proud of the team for reinventing modern customer experiences with Zoom Virtual Agent and Zoom Contact Center, which surpassed 500 customers in Q2.”

The company’s Q2 2024 earnings call also divulged that it has been rolling out roughly 90 new features and enhancements per quarter.

Zoom also beat its top-line and profitability guidance for Q2, with Zoom Phone reaching around half a billion dollars in annualised run rate revenue, and total revenue for the company’s second quarter grew four percent year over year to $1.139 billion.

Twilio Announces GenAI-Powered Tools at SIGNAL Event

Twilio has launched a series of generative AI solutions intending to harness the potential of artificial intelligence for customer experience.

The company’s latest solutions – titled CustomerAI and first revealed in June – encompass predictive and generative AI tools, coupled with advancements in Twilio’s Segment’s composable data platform.

“The tectonic shift in technology that we’ve seen this past year rivals the scale and magnitude of the invention of the Internet. AI has truly captured the hearts and minds of builders across the globe,” said Jeff Lawson, CEO of Twilio. “I believe the real value unlock for AI will be pairing large language models with first-party data sets – which is where Twilio is most differentiated.”

Twilio’s SIGNAL 2023 event announcements include CustomerAI predictions, voice intelligence for enhanced customer insights, and generative AI tools for improving customer engagement.

Five9 and Sandbox Banking Expand Partnership

Five9 has expanded its partnership with financial services-focused digital transformation business Sandbox Banking.

The relationship aspires to improve the connectivity between Five9’s CX solutions and core banking systems through Sandbox Banking’s Glyue platform. The integration’s feature set includes account retrieval, transaction searching, the transferring of funds and PIN changes.

Jake Butterbaugh, Senior Vice President of Global Partners at Five9, commented:

The Five9 intelligent CX platform offers a comprehensive suite of solutions for orchestrating customer experiences. ts cloud-native, scalable, and secure platform encompasses contact centres, omnichannel engagement, Workforce Engagement Management, extensibility through a vast partner network, and AI-driven automation and journey analytics.”

Glyue’s integration capabilities are now accessible through the Five9 CX Marketplace, which facilitates the management of APIs and integrations between Five9 VCC, ISV products, and core banking systems, such as Jack Henry and Fiserv. This integration supports real-time data synchronisation and operational automation for banking and credit union processes.

The integration allows direct communication between Sandbox Banking’s Glyue and the Five9 CX platform, simplifying interaction with banking cores.

Journey’s Biometric Authentication Tech Introduced to Avaya HCS has expanded its Avaya Hybrid Cloud Services (HCS) solution with the addition of its biometric authentication technology.

This new functionality enables Avaya’s on-premise contact centres to authenticate agents using biometrics rather than passwords.

“At Avaya, we are committed to delivering innovative solutions that enable our partners to thrive in today’s dynamic marketplace,” said Emir Susic, Global Vice President, Avaya Customer Experience Services. “We are delighted to partner with Journey on this innovative approach to providing contact centres access to more robust and efficient security. With our shared commitment to ‘Innovation without Disruption,’ we stand ready to support any future digital journey our customers envision.”

Journey says its biometric authentication technology produces greater security, such as reducing fraud, as well as an improved agent experience and performance.

Journey’s technology empowers agents to authenticate their desktop applications biometrically using a face scan, making it easier to log in smoothly. It also eliminates the need for password resets — which cost around $70 – $80 per reset — and helps protect corporate data by removing the risk of compromised or leaked passwords.

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