Genesys®, a global cloud leader in AI-Powered Experience Orchestration, released the fifth edition of its “State of Customer Experience” report, revealing that customer experience (CX) has become an increasingly decisive factor in consumer loyalty and spending decisions. Continue reading More Than Half of Consumers Would Rather Do Anything Else Than Contact Customer Service, Genesys Research Finds
Puzzel partners with AVANT to Bring AI-Native CX Solutions to Enterprises Across EMEA
Puzzel, a leading provider of AI-powered customer experience solutions, announced a strategic partnership with AVANT, the premier platform for IT decision-making and distributor of next-generation technologies. Continue reading Puzzel partners with AVANT to Bring AI-Native CX Solutions to Enterprises Across EMEA
Omilia Powers Taco Bell’s Expansion of Voice AI Across 890+ US Drive-Thru’s
Omilia announced a strategic agreement with Taco Bell to continue deploying its Voice AI solution across Taco Bell’s US drive-thru network. This agreement deepens a partnership that began in 2023 and has since scaled to 890+ U.S. restaurants across 38 states to date, advancing Taco Bell’s Voice AI capabilities in the drive-thru while enhancing the customer and team member experience. Continue reading Omilia Powers Taco Bell’s Expansion of Voice AI Across 890+ US Drive-Thru’s
Verint Advances Agentic Outcome Orchestration With Enhanced Intelligence Across Conversations, Processes and Desktop Activity
Verint® unveiled three expanded capabilities bringing agentic AI to the forefront of contact centre management. Workforce Intelligence, Desktop Intelligence and Quality Intelligence help organizations manage, measure and improve work across human and AI agents. Continue reading Verint Advances Agentic Outcome Orchestration With Enhanced Intelligence Across Conversations, Processes and Desktop Activity
Sopra Steria Elevates Service Centre Performance with NiCE, Advancing AI-Driven Operational Excellence Across Europe
NiCE announced that Sopra Steria, a major European technology leader with 50,000 employees across 30 countries, is advancing its service centre operations with NiCE’s leading CX AI platform, CXone, bringing agentic AI-powered assistance to its agent workforce and delivering measurable improvements in efficiency, service quality, and customer experience. Continue reading Sopra Steria Elevates Service Centre Performance with NiCE, Advancing AI-Driven Operational Excellence Across Europe
Zoom to acquire Common Room, bringing buyer intelligence to its AI revenue platform
Zoom Communications, Inc., announced that it has entered into a definitive agreement to acquire Common Room, an AI-native Go-to-Market (GTM) intelligence platform that turns fragmented signals and siloed customer data into complete, person-level buyer intelligence and activates it with AI agents. Continue reading Zoom to acquire Common Room, bringing buyer intelligence to its AI revenue platform