Recent Developments in the CX Sector: OpenAI, Google CCaaS Update, Salesforce Features, and Verint Data Hub Integration
Last week was a whirlwind in the customer experience (CX) sector, with major updates and announcements from industry leaders. From OpenAI’s warning about voice authentication to Google’s new CCaaS capabilities, there was no shortage of exciting news to keep up with.
OpenAI’s Voice Engine solution has put companies on high alert, urging them to move away from voice authentication due to the development of its voice cloning tool. Voice Engine is a powerful tool that can generate natural-sounding speech that closely resembles the original speaker. While it’s currently in preview, OpenAI has delayed its general release to strengthen societal resilience against increasingly convincing generative models.
Google also made waves at the Enterprise Connect event with the announcement of the Google Contact Center AI Platform (CCAI-P). The new multi-region capability allows enterprises to run the CCAI-P offering across various global regions and clouds, offering cross-region failover for increased resiliency and business continuity.
Salesforce introduced new AI-powered features for MuleSoft, including Intelligent Document Processing (IDP) that rapidly extracts and organizes data from documents like PDFs and images. This capability integrates with Salesforce Flow to streamline processes and increase cross-app insights.
Cisco also made a significant move by making the Verint Open Platform’s Data Hub available to Webex Contact Center customers via the Webex App Hub. This data hub centralizes behavioral data from every customer conversation, providing contact center leaders with valuable insights that were previously locked in silos.
Overall, last week was a game-changer for the CX sector, with major players like OpenAI, Google, Salesforce, and Verint pushing the boundaries of innovation and setting new standards for customer experience excellence. Stay tuned for more exciting updates and developments in the coming weeks!
