Exciting Updates in the Customer Experience Industry: Zoom, Twilio, Five9, and Journey.ai
Are you curious about the latest developments in the world of customer contact centres? Zoom, Twilio, Five9, and Journey.ai have all made significant announcements that are shaping the future of customer experience and engagement. Let’s dive into the details of each company’s recent updates.
Zoom, known for its video conferencing platform, has revealed that its Zoom Contact Centre has surpassed 500 customers in the past six quarters. This growth is a testament to the company’s commitment to enhancing customer interactions and productivity. Zoom is expanding its contact centre suite by adding workforce management, virtual agent, quality management, and more. With new AI features like Zoom IQ Meeting Summary and Team Chat Compose, Zoom is revolutionizing modern customer experiences.
Twilio, a cloud communications platform, has introduced generative AI solutions under the names CustomerAI and first revealed in June. These solutions leverage predictive and generative AI tools to enhance customer experience. Twilio’s CEO, Jeff Lawson, believes that pairing large language models with first-party data sets will unlock the true value of AI. Twilio’s SIGNAL 2023 event showcased CustomerAI predictions, voice intelligence, and generative AI tools for improving customer engagement.
Five9, a provider of CX solutions, has expanded its partnership with Sandbox Banking to improve connectivity between CX solutions and core banking systems. The integration through Sandbox Banking’s Glyue platform enables features like account retrieval, transaction searching, fund transfers, and PIN changes. This integration supports real-time data synchronization and operational automation for banking processes.
Journey.ai has introduced biometric authentication technology to Avaya’s Hybrid Cloud Services (HCS) solution. This technology allows on-premise contact centres to authenticate agents using biometrics instead of passwords. By eliminating the need for password resets and enhancing security, Journey’s biometric authentication technology improves the agent experience and protects corporate data.
These recent developments highlight the ongoing innovation and evolution in the customer contact centre space. Companies like Zoom, Twilio, Five9, and Journey.ai are at the forefront of transforming customer interactions and driving enhanced customer experiences. Stay tuned for more updates as these companies continue to shape the future of customer engagement.
