In another week full of big CX announcements, we’ve seen an exciting addition to Amazon Connect. Elsewhere, NICE has bolstered its contact center forecasting capabilities. Here are the extracts from some of our most popular news stories over the last seven days. AWS Adds an Analytics Data Lake to Amazon Connect, Provides a Single Source for All Contact Center Data AWS has added an Analytics Data Lake to its CCaaS platform: Amazon Connect. The new solution provides a single source of contact center data, pulling on contact records, agent performance information, conversational intelligence insi ..read more

In 2024, businesses must stay on top of several shifts in the content marketing space. For instance, conversational search built into search engines like Google and Bing is reducing the visibility of traditional SEO content. Meanwhile, traditional eBooks and white papers face new competition from more interactive content, such as quizzes and video podcasts. Of course, AI is also making its impact felt, auto-generating copy, taking snippets within videos, and helping build new forms of engagement – like quizzes – faster. Such trends may make selecting a content marketing platform more challengi ..read more

Since the start of 2024, CEO departures have hit the CX Today headlines over and over again. AWS, NICE, Freshworks, Twilio, Vonage, Medallia, Calabrio, Luware… the list just seems to be getting longer and longer. That begs the question: is something unsettling the leaders at top CX tech firms? As most CX articles now do, let’s start by considering the impact of AI. During a LinkedIn Live video, Dave Michaels, Lead Analyst at TalkingPointz.com, discussed AI’s disruptive influence on the enterprise communications market. AI has been so explosive in our space… we’re seeing crazy shifts ..read more

At Xperience 24, Genesys and ServiceNow announced a joint offering, which will become generally available later this year. The Unified Experience from Genesys and ServiceNow platform promises to pull the former’s voice, journey orchestration, and workforce engagement management (WEM) capabilities into the ServiceNow Customer Service Management (CSM) solution. In this sense, it’s similar to the CX Cloud from Genesys and Salesforce, which launched in 2023. These offerings aren’t just closer integrations. Instead, they mark a shift from CCaaS and CRM providers “working together” to acting almost ..read more

This week in CX has seen the launch of an “AI Contact Center”, CCaaS success from Zoom, and a significant acquisition in the CRM space. Here are the extracts from some of our most popular news stories over the last seven days. AWS and Korean Air Team Up to Build an “AI Contact Center” Korean Air has revealed plans to create an AI-powered contact center (AICC) by leveraging Amazon Web Services’ tech infrastructure. Announced at a company kickoff event in Seoul, Koren Air outlined improvements in personalization and efficiency as some of the key benefits that the AICC will bring to the company’s ..read more

In a double announcement, Salesforce has revealed plans to enhance its Commerce Cloud and Einstein Copilot solutions. While the two tools will be enhanced by unique additional features, they will both be utilized to assist merchants in beefing up their customer service and experience offerings. Commerce Cloud will be equipped with three new innovations that focus on providing businesses with the capacity to build more sophisticated commerce sites that can boost personalization and drive revenue growth. By improving development and checkout capabilities, Salesforce hopes to combat rising custom ..read more

Salesforce has announced its Summer 2024 release, with generative AI (GenAI) at the heart of many of the standout features. Set to be generally available on June 17 2024, the tech giant outlined increased productivity and access to large language models (LLMs) on an open platform as some of the benefits of the Summer release. Users will also have enhanced customer and company data protection thanks to the Einstein Trust Layer. While the full release includes “hundreds of new features,” Salesforce listed the following six products as the “highlights” of the release: Bring Your Own LLM Expansion ..read more

Salesforce and IBM have announced an expansion of their strategic partnership. The two tech titans believe that the collaboration will deliver “greater customer choice and flexibility” for their AI and data offerings. By combining the capabilities of IBM’s Watsonx AI and Data Platform and Salesforce’s Einstein 1 software, the companies claim that customers will be able to make more informed, data-driven decisions and access actions directly from their workflow. In addition, users will benefit from bidirectional data integration, flexible large language models (LLMs), prebuilt actions and promp ..read more

In one of the biggest CX news stories of the year so far, back in April, it was reported that Salesforce was on the cusp of acquiring cloud data management provider Informatica. Both Blomberg and The Wall Street Journal confirmed the story at the time, with the former publication actually predicting that it could be completed within days. Salesforce may well have been looking to leverage Informatica’s data integration and management platform, which could have been utilized to enhance the CRM provider’s Data Cloud and Einstein 1 solutions. However, by the following week, it had been reported th ..read more

As customer expectations evolve, it’s easy to get caught up in the excitement around bots, workflow automation tools, and generative AI.    However, while these solutions do have a significant impact on contact center performance, it’s important not to overlook the basics.   Ultimately, for agents to deliver exceptional experiences to customers, they need access to the right data.    That’s where CRM integrations come in. Integrating your CRM solution with your contact center platform ensures agents have the insights they need to personalize, optimize, and enhance every int ..read more