This week, Zoom announced Zoom Contact Center, its own cloud-native, omnichannel contact center solution, putting to rest the question surrounding Zoom of: “to contact center or not contact center?”

Zoom’s Road to Contact Center

In the past, the company has hinted at a contact center play and most recently announced Video Engagement Center, a specialized contact center that can be thought of as a specialized customer-care tool. Then, Zoom attempted to acquire Five9, which seemed like a strange move for a company that typically builds features in-house. After all that, the company announced its only product.

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Zoom’s CCaaS Play: Conversational AI Might be Key to Success

This week, conversational AI vendor Uniphore announced a massive series E funding round of $400 million at a valuation of $2.5 billion, bringing its total funding to $610 million. This is, by far, the largest round of funding for the company. In its press release, the company stated it would use the money to “extend Uniphore’s technology and market leadership with advancements in voice AI, computer vision and tonal emotion, as well as to expand its business operations globally, specifically in North America, Europe and Asia Pacific.”

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Uniphore Funding Signals Conversational AI on Verge of Massive Shift

The topic of conversational AI is certainly a hot one, and rightfully so. Customer experience (CX) reigns supreme when it comes to business competition today but ensuring a high-quality CX isn’t as easy as it used to be. The pandemic accelerated digital transformation plans. My research shows that 74% of companies accelerated digital initiatives by at least one year, about a third of those by two years or more.

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Redefining Conversational AI: What Gartner’s MQ Tells Us

Today, Bandwidth announced that its global bring-your-own-carrier (BYOC) product, Duet, is now available for Genesys contact center customers. To date, Bandwidth has aimed Duet at UCaaS deployments and currently has partnerships with Microsoft Teams and RingCentral. Genesys is the first CCaaS provider to partner with Bandwidth, or any provider, in such a way.

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Bandwidth, Genesys Partner to Address Contact Center Migration Pains

The COVID-19 pandemic has impacted most business operations as organizations shifted to work-from-home environments. Nearly two years later, organizations continue to offer a more flexible work setup for employees, and multi-cloud is the model they’re using to support it.

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Multi-Cloud is Now the Norm, Nutanix Study Finds