With the ability to see whether co-workers are available, the feature can streamline communications between agents and back-office experts, as they can transfer calls with greater confidence.

As a result, customers will ultimately benefit from faster resolution times.

Jim Hickey, Senior Vice President of Products at Five9, commented on the enhanced integration: “Five9’s partnership with Microsoft revolves around offering customers best-in-class solutions that integrate seamlessly.

“With this enhancement, organizations can transform the way they deliver customer experience.

“We’re proud to be the first in the market to deliver a pre-built bi-directional presence feature with Microsoft Teams.

“Our joint customers can now enjoy a complete connection between the contact center and back-office subject matter experts.”

Previously, back-office experts using Teams would not know the presence status of agents; only agents would have that visibility.

However, communication is not one way. For example, if an agent has requested information from an expert then, when they answer, it would help them to know if and when the agent is available.

This ‘bi-directional’ presence feature is the latest collaboration in Five9’s eight-year partnership with Microsoft, which has yielded over 500 shared customers around the globe.

When sharing the partnership’s latest development, Yvonne Muench, Sr. Director of Marketplace & ISV Journey at Microsoft, gave her endorsement for Five9:

Five9’s suite of AI-powered solutions integrates seamlessly with Microsoft Teams, enabling organizations to provide intuitive, personalized customer experiences.

According to Five9, the partnership will continue to focus on empowering customers with integrations that are effective and secure.

In its related press release, Five9 revealed that the integration had received a Microsoft Teams certification and is now generally available.

Elsewhere, Five9 recently held its 2024 CX Summit in Barcelona, from which CX Today explored the top three takeaways.

Chapter 15 bankruptcy involves asking for help from a US court to protect the business while it works out how to repay the money it owes.

Afiniti’s plunge comes after the business endured much bad press over recent years, stemming from allegations of sexual misconduct against its founder.

That scandal likely impacted the business. However, bankruptcy also says something about the current state of the CCaaS industry.

That’s according to various leading CX analysts, who shared their thoughts on the bankruptcy during a recent episode of CX Today’s Big News Update.

For starters, Zeus Kerravala, Principal Analyst at ZK Research, explained how the supply of contact center vendors has reached a surplus:

When it comes to the broader CCaaS and CX space, we’re seeing an oversupply of vendors compared to demand.

“Historically, this industry evolved from traditional on-premise contact center vendors to a wave of cloud-native players like Five9 and Talkdesk.

“Then, unified communications (UC) vendors wanted a piece, adding contact center capabilities to their portfolios.

Kerravala continued: “Also, because of AI, companies like Cognigy, Uniphore, and Kore.ai are closing on the space.

“On top of that, there are vendors building digital tools—such as Verint, ServiceNow, and CRM players — all of which are encroaching on the contact center market.”

As a result, Kerravala – like many other analysts – foresees an increase in mergers and acquisitions over the coming years.

Alongside that, more bankruptcies are possible, too.

However, this pattern isn’t unique. Look at marketing automation and MarTech as similar examples. Over time, consolidation occurs, especially when cash is cheap.

Big players buy smaller companies to fill gaps in their portfolios, but this often results in fragmented solutions. Customers then need system integrators to stitch everything together.

After making this point, Liz Miller, VP & Principal Analyst at Constellation Research, said:

CCaaS, UCaaS, and others are colliding, creating casualties, especially among companies that relied on flashy demos that never materializes.

Afiniti could be accused of being one such company, offering a partial solution. Also, as routing has become absorbed into broader CCaaS offerings, their niche has become redundant. They struggled to stay relevant as budgets shifted toward generative AI and other innovations.

Yet, as Miller suggests, Afiniti is far from an outlier. Derek Top, Senior Analyst at Opus Research, agreed, stating:

It’s a black hole analogy—the companies with the most mass will survive while others on the periphery get sucked in.

Without cash reserves or significant R&D, they risk being left behind as the ecosystem consolidates. So, how can they survive?

Keeping the customers they have now, developing a differentiator in a market segment (i.e., industry), and getting into the ecosystems IT teams like to use, like ServiceNow, are possible answers.

Why the latter? Because the industry-wide significance of AI is shifting buying decisions back toward IT, who will likely prioritize integrating contact center tools with broader ecosystems.

Whatever the case, as the market consolidates, smaller vendors that excel at one specific feature – like scheduling social media posts – must evolve or get acquired.

Announced last week, the offering boasts New Data Cloud Sandboxes that enable teams to test their AI and data lifecycles using synthetically generated data.

Moreover, users may check their agent responses and actions are correct while providing complete monitoring of usage and feedback at scale.

Adam Evans, EVP and GM for the Salesforce AI Platform, explains how and why the Agentforce Testing Center is such a useful toolkit for enterprises:

Agentforce is helping businesses create a limitless workforce. To deliver this value fast, CIOs need new tools for testing and monitoring agentic systems.

“Salesforce introduced the concept of Application Lifecycle Management back in 2006 with Force.com.

“This new category of Agentic Lifecycle Management requires unique tools, and Salesforce is meeting the moment again with Agentforce Testing Center, which will help companies roll out trusted AI agents with no-code tools for testing, deploying, and monitoring in a secure, repeatable way.”

The CRM leader also suggests that other vendors are unable to offer their customers the necessary testing environment for their AI creations before deploying them.

As a result, the AI may cause hallucinations, inaccurate results, and poor customer experiences.

New Capabilities

Salesforce outlines four central features of the AI testing solution, which include the automated testing function, sandboxes for Agentforce and Data Cloud, Agentforce monitoring, and usage insights in the Digital Wallet.

Using natural language instructions, the Testing Center can automatically generate hundreds of test interactions like customer requests with the Agentforce Service Agent. The results can be tested in parallel to see how often it achieves the correct response.

This data can then be used to improve the instructions to make the expected topic selected more often, thereby enhancing the customer experiences that follow.

Salesforce Sandboxes can replicate your organization’s data and metadata into a safe environment in which development teams can quickly bring together unstructured data foundations and testing in Agentforce without risking damaging their business reputation.

Teams can also perform User Acceptance Testing (UAT) with a group of users as a further precaution and then integrate those changes into production with DevOps Center, Change Sets, and the Salesforce CLI that supports Data Cloud and Agentforce.

The Einstein Trust Layer can be tested in pre-production following the release of Data Cloud Sandboxes. Einstein’s audit trail and feedback store allow teams to build closed loops for AI testing.

The new observability solutions, Agentforce and Utterance Analysis offer insights into the adoption and accuracy of capabilities while Agentforce is live.

Finally, Data Cloud Sandbox and Agentforce usage are metered in the Digital Wallet so that customers can have visibility into consumption through the AI development lifecycle. Granular insights have been made possible by the addition of new improvements so that teams can isolate new trends relating to usage.

Due to the Wallet’s integration into the Salesforce platform, teams can also create automated alerts to let admins know if usage surpasses a particular level

Keith Kirkpatrick, Research Director at The Futurum Group, shared his analysis of the CRM vendor’s latest updates: “To help engender trust in AI, every business investing in an agent strategy will need to think through how they pressure test an autonomous AI agent that can reason, retrieve data, and use tools.

Salesforce is instilling confidence by using AI to test hundreds of variations of an agent’s interaction in parallel.

“With these enhancements and support for Agentforce and Data Cloud in familiar testing environments, this Testing Center will help Salesforce customers manage the unique needs of testing AI agents.”

Earlier this month, Salesforce completed the acquisition of Own Company to strengthen its Data Cloud’s security and protection offering.

Having initially been announced in September, the $1.9BN deal is now complete.

The roll-up marks Salesforce’s most expensive purchase since Slack for $28BN in 2021.

• 8×8 Secures a 20,000+ Seat CCaaS & UCaaS Megadeal
• 8×8 Expands AI-Powered Voice Self-Service Offering
• 8×8 Finds Its CCaaS Groove in the Midmarket, Sees Deals Spike in the Segment

New features from the US-based CCaaS and UCaaS provider include AI-powered transcriptions for 8×8 Contact Center and better call quality for Azure virtual desktops.

According to 8×8, the CX capabilities will allow business leaders to bolster experiences and engagement across organisations for customers and employees.

Hunter Middleton, Chief Product Officer at 8×8, outlined the key benefits of the solution: “Our continued pace of innovation is a testament to 8×8’s commitment to delivering the latest in CX-driven enhancements to our customers every single day.

“With each update, we are not just keeping up with the demands of the market, we are anticipating them.

“By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes.”

Key Feature Releases

AI-powered language support and real-time accuracy have been upgraded as a result of the new OpenAI Whisper model, providing ‘best-in-class’ accuracy for particular language and greater performance with different accents.

Support language have also been doubled for live web chats, expanding real-time chat translation to a larger audience.

Text-to-speech capabilities support more than 40 languages and offer improved analytics, insights, and performance metrics to boost efficiency, productivity, and customer satisfaction.

8×8 Contact Center Video Elevation is another addition, giving gents contact centre video capabilities that enable customer to share their mobile camera, thereby allowing 8×8 Supervisor Workspace Availability is being extended with an ‘intuitive’ user interface to improve contact centre performance using automated supervisor experiences. 8×8 Supervisor Workspace is available on desktop and mobile bringing visibility and actions in one place, alongside insgiths, guidance, and assistance to manage  agent and queue activity.

Azure Virtual Desktop has been updated with an integration between 8×8 Work for desktop and web into Azure to strengthen audio call quality.

Bulk Messaging Support has been created to provide details of when and where each message was sent so that recipient and responses can be individually managed. SMS messages can also be sent to 50 numbers at the same time in 8×8 Work, which will be a particular help to the recruiting sector and others that need to send the same message to multiple contacts.

Call Queue Management has been upgraded through a new Public API for call queues for real-time and historical analytics data in 8×8 Work so that team leaders can quickly respond to support users.

Descope CIAM, a ‘drag-and-drop’ customer identity and access management (CIAM) platform has now been integrated into 8×8 CPaaS to improve security and fraud protections. Its no-code visual workflows allow businesses to create the entire user journey, authentication, authorisation, and identity management into ‘any’ app.

8×8 Voice Bots automate payment reminders, debt negotiations, and more, resulting in lower manual labour costs and streamlined billing. Enterprises can also leveraege number anonymisations, SMS follow-ups, and capture interactios with speech recognition and call recording features.

The collaboration will see RingCentral make these solutions available to customers of its CCaaS platform: RingCX.

Vlad Shmunis, Founder, Chairman, and CEO of RingCentral, commented on the partnership: “We’ve seen strong traction in all segments of the market, and to further enhance the value proposition of RingCX in the mid and enterprise segments, we see integration with Verint as a key component of delivering a complete customer experience platform.

We will now be able to offer our RingCX customers integration with industry-leading WEM and CX automation solutions from Verint.

Shmunis also pointed to some of the potential benefits of the integration: “As the landscape of customer engagement solutions rapidly evolves, we remain committed to equipping our customers with cutting-edge, AI-powered solutions that not only enhance support and increase productivity but also significantly reduce costs.”

Verint WEM comprises several tools for contact center workforce management (WFM), quality quality assurance (QA), and conversational analytics.

In combining the latter, it offers performance and feedback management to further bolster contact center operations.

In terms of contact center automation, Verint will offer its Da Vinci AI-Powered Bots to automate routine tasks and processes, streamline customer interactions, and increase service efficiency.

That also included bots that automate complete customer conversations, solving issues across voice and digital channels.

Finally, Verint will also make its Knowledge Management platform available to RingCentral customers. This delivers a centralized information hub that – if managed correctly – ensures live and virtual agents have access to the necessary information as and when they need it during customer interactions.

Dan Bodner, CEO of Verint, explains how the new partnership will give these solutions an even greater market reach.

“This partnership presents a great opportunity for RingCentral’s customers to benefit from significant AI business outcomes driven by the Verint Open Platform,” he said.

“Verint’s market-leading CX automation and Workforce Engagement Management cloud solutions will be seamlessly integrated with RingCX providing customers the opportunity to address a broad range of sophisticated contact centre use cases.

“Through this partnership, we are excited about extending our market reach by leveraging RingCentral’s extensive base and partner network.”

In September, CX Today’s Charlie Mitchell spoke to Jim Payne, Director of Product Marketing for Customer Experience at RingCentral, about its latest AI assist solutions for RingCX, such as Agent Assist, Supervisor Assist, and other capabilities.

Verint has also recently supplied Avaya’s on-prem and cloud contact centers with AI bots to help “drive customer experience innovation”.

The partnership will see Verint’s 50+ AI-powered bots now available directly within Avaya’s Experience Platform via the Verint Open Platform.

The investment comes just months after Anson Funds Management also bought a stake in the company and began pressuring it to sell up.

Five9 has so far declined to comment, and the size of Legion’s stake in the company is unclear.

However, in applying such pressure for changes, it is likely a meaningful percentage.

According to Reuters, Legion and Anson first got involved in 2021 when Zoom’s $14.7BN offer to buy Five9 was rejected.

Since then, Five9 has expanded significantly, regularly achieving double-digit year-over-year (YoY) revenue growth.

However, its stock has dropped 60 percent since the start of the year, seemingly inciting among its investors.

In July, Five9 moved to appease them by announcing its first-ever round of layoffs to drive “shareholder value”. These impacted seven percent of its workforce.

Mike Burkland, Chairman and CEO of Five9, emailed employees at the time: “Sadly, we have made the very difficult decision to say painful goodbyes to some of our team members.

As you know, we recently announced in our earnings call that we reduced our revenue guidance for 2024 and will focus on improving profitability through managing expenses.

“Looking forward, Five9 is focused on driving shareholder value by increasing revenue, improving profitability, investing in our key strategic initiatives, and delivering for our customers.

“I have enormous confidence in Five9 and each of you as we continue to align and execute as one team.”

Such moves have proven an unfortunate theme across the CCaaS space over the past year.

Indeed, just one week before Five9 announced its layoffs,  Cisco Webex announced a seven percent reduction in its workforce.

Avaya also announced layoffs in July, with a similar number of employees leaving the contact center provider as Five9.

Nevertheless, it remains to be seen how Five9 will choose to navigate the powerful influences of these two recent investors.

In other Five9-related news this month, the company has introduced Genius AI to support customers in managing AI and simplifying contact center AI adoption.

Five9 Genius AI is a four-step process for implementing AI, centering on the Five9 data lake.

The solution allows businesses to manage and respond to inbound and outbound customer calls within Teams.

Moreover, employees can simultaneously handle customers, while communicating and collaborating with their teammates to help resolve customer issues.

In August, CX Today explored the significance of the Queues App, which had been somewhat living in the shadow of Microsoft’s “Copilot-first” CCaaS platform, the Dynamics 365 Contact Center.

Casandra Marrero, Senior Product Marketing Manager at Microsoft, re-introduced the app in a recent blog post: “In today’s fast-paced world, customer centricity is more important than ever. As organizations strive to meet the evolving needs of their customers, the demand for faster response and resolution times continues to grow.

“Whether you are an employee calling into your helpdesk or a customer reaching out to support, one thing is clear: delivering consistent and enriching experiences is at the core of an organization’s success.

That’s why we are excited to announce the general availability of the Queues app for Microsoft Teams.

Queues App for Agents

As well as enabling agents to manage calls, offer assistance, and resolve customer issues, agents and leads can also opt in or out depending on their availability and view the CRM record for incoming PSTN calls to ultimately improve customer experiences.

Call controls result in better call handling, including the ability to take, hold, and transfer calls.

Agents can place outbound calls on the queue’s behalf in order to maintain their privacy, get support from their leads, and switch between call queues based on needs as a result of real-time analytics like the number of waiting calls, average wait time, and abandoned calls.

When used in conjunction with Teams Phone, Marrero points out, agents can automatically capture notes, highlights, next steps, and locate issues before transferring the call to a co-worker, thereby enhancing productivity and customer satisfaction.

Queues App for Leads

Leads can opt agents in and out of queues depending on their skillset and availability.

They can also offer instant guidance to their agents during calls using “whisper controls” or step in to assist directly and take over the controls. Monitoring controls also allow them to develop agents’ skills and bolster performance where required.

Leads can get useful insights through real-time analytics and historical reporting features, including performance monitoring, call volume tracking, and areas for improvement.

Queues App for Admins

Admins can reportedly enjoy complete flexibility in how they choose to configure call queues and auto attendants and set up call queues based on the scope, responsibilities, and permissions required.

After assigning authorized users, most of the configuration can be managed by leads from within Teams, removing the need to log tickets with helpdesks, which reduces the administrative processes and the burden on IT admins.

The Queues app for Microsoft Teams is now part of the Teams Premium licensing package, which further enhances customer engagement with its suite of intelligent features, as Marrero explains: “The intelligent call recap provides a detailed summary of calls, capturing key points and action items, ensuring that nothing is missed.

“Live translations and captions break down language barriers, enabling seamless communication with customers from diverse linguistic backgrounds.

“These features not only improve the efficiency and effectiveness of customer interactions but also contribute to a more inclusive and accessible service experience.”

Microsoft has also created some guidance documentation for end users and admins via the Microsoft Support and Microsoft Learn pages.

Described by Puzzel as a ‘cutting-edge’ conversational analytics platform, Capturi also brings with it scalable solutions for contact centers, automated quality management (QM), and agent coaching.

Frederic Laziou, CEO of Puzzel, commented on some of the benefits that Capturi can bring to businesses:

“By acquiring Capturi, we are taking a big leap forward in our mission to empower businesses to deliver superior customer service.

“Capturi’s AI-driven conversational analytics perfectly complement our existing solutions and our recent acquisition in conversational AI, enabling contact centres to gain actionable insights that enhance customer satisfaction and operational efficiency, all while creating value for their organisations.”

Capturi’s Capabiltiies

Capturi’s AI customer insights enable businesses to gather deep insights from every interaction, which results in better decision-making and strategic decisions.

By locating crucial trend and customer journey pain points through automated analysis and actionable insights, Puzzel believes Capturi will help to bolster customer experiences.

Puzzel’s generative AI suite of chatbots, automation features, and more will be improved by the addition of speech analytics, allowing it to offer a comprehensive AI-powered ecosystem for contact centres.

Capturi brings advanced automated quality management and agent coaching features, which allows companies to monitor and ameliorate agent performances. It also gives contact centre leaders the ability to locate coaching opportunities more quickly and make sure that agents get the necessary training to refine their interactions with customers.

According to Capturi’s website, its conversational AI has so far performed 35 million conversations for its customers, which include 3, Q8, Saxo, Norion Bank, GLS, OK, coop, GLS, Whiteaway, Dynava, Salling Group, Norlys, Folkspel, and many other major brand names.

Tue Martin Berg, CEO, Capturi, shared his enthusiasm to merge with Puzzel: “We are thrilled to join forces with a leader in the European contact center industry.

“Together, we will unlock the full potential of AI-powered conversational analytics, empowering businesses to deliver even more personalized and efficient customer experiences.

“This partnership allows us to scale our innovations even further, and deliver value creating solutions to a broader audience, helping them to understand and meet their customers’ needs even better.”

Capturi will integrate into Puzzel’s existing operations, which Puzzel predicts will power innovations throughout its generative AI portfolio and supply customers with a seamless transition to advanced GenAI tools.

The company also sees this acquisition as further strengthening its leadership position within the European cloud contact center space.

SupWiz Acquisition

The acquisition of Capturi arrives soon after its takeover of the omnichannel conversational AI specialist SupWiz in August this year.

SupWiz’s enterprise-grade platform boasts a significant number of “unique” AI and chatbot capabilities, which the companies claim will fit “seamlessly” into Puzzel’s existing CX platform.

In July, CX Today’s Susie Harrison spoke to Thomas Rødseth, Chief Product Officer at Puzzel. During the chat they discussed the products and services that are resonating most with customers, what’s on Puzzel’s roadmap, the rising trends in tech, and more.

• 8×8 Finds Its CCaaS Groove in the Midmarket, Sees Deals Spike in the Segment
• 8×8 Brings AI Support to UK Elections
• 8×8 Enjoys CCaaS & CPaaS Growth, But UCaaS Is Proving a “Tough Market”

The AI self-service feature allows customers to rapidly resolve issues like managing healthcare appointments, sales support, order management for retail purchases, paying bills, fixing IT issues, and managing reservations in travel and hospitality.

According to 8×8, the feature strengthens the Intelligent Customer Assistant by enhancing operational efficiency and increasing first contact resolution (FCR) and customer satisfaction (CSAT).

Sheila McGee-Smith, Founder and Principal Analyst at McGee-Smith Analytics, explains how the solution also helps to boost customer experiences:

“CX leaders recognise that intelligent virtual assistants can often resolve simple issues faster, while freeing up contact centre agents to manage more complex customer interactions.

“As consumers become more comfortable interacting with virtual assistants, businesses are increasingly confident deploying customer-facing AI-powered self-service technologies.

“With 8×8 Intelligent Customer Assistant for both voice and digital, organisations can leverage a complete conversational AI solution while always ensuring that a human agent will be available, with full interaction context, to deliver an elevated level of customer experience at scale.”

Key Features

The key features of the voice self-service feature for 8×8 Intelligent Customer Assistant include streamlining workflows, adding customer context, rapid building and deployment, rich conversational insights, and ready-made integration options:

• You can streamline workflows, such as automated voice self-service experiences and live agents assistance, reducing the need for manual data collection.
• With comprehensive customer context, the self-service capability prevents ‘blind transfers’ as the voicebot interaction is shared with the agent when the customer is passed across to them, resulting in a more frictionless experience.
• Graphical scripting tools enable bots to be rapidly built and deployed across channels like SMS, WhatsApp, voice, and web chat, and more.
• Rich conversational insights and reporting for advanced customer journey visibility can be derived from the solution’s built-in analytics.
• Marketplace and ready-made integrations with CRMs lead to more personalized customer experiences during interactions with voicebots.

Hunter Middleton, Chief Product Officer at 8×8, sees this self-service capability as another engagement option to keep customers happy:

“As customer demands and expectations continue to change, it’s imperative that organisations meet these expectations head on by providing enhanced, seamless support and customer service options.

“Whether it’s managing a retail order, scheduling a healthcare appointment, help assembling a new product, or any number of other customer support issues, by adding voice support to 8×8 Intelligent Customer Assistant we are providing yet another way for organisations to engage with their customers through highly personalised, readily available services and support.”

8×8 Intelligent Customer Assistant

The number of customers using 8×8 Intelligent Customer Assistant for self-service have reportedly grown by more than 200 percent year-over-year, which 8×8 believes has led to the volume of digital and voice self-service interactions also  increasing by over 200 percent, with more than one million interactions having been carried out on the platform so far.

8×8 Intelligent Customer Assistant is a conversational AI solution that enables businesses to integrate virtual agents that can engage with customers.

The offering now supports a human-like voice and interactions across multiple regions and languages.

The assistant is part of the 8×8 cloud contact centre and unified communications platform, which also includes a cloud contact centre, business phone, video meetings, team chat, outbound messaging, secure payment capture, and SMS.

• GoTo Introduces Contact Center Pro for Larger Businesses
• Twilio, Vonage, GoTo… The Great CX CEO Exodus of 2024 Has Begun
• GoTo Creates a Unified Home For Customer Conversations

The IT management and work collaboration tools provider, GoTo, said it has updated its integrations to improve its seamless connectivity with leading CRM systems and ultimately improve customer experiences.

The CRM platforms that integrate with GoTo Connect are Bullhorn, Capsule CRM, ConnectWise, Epic CRM, Freshdesk, Freshsales, HubSpot, LaborEdge, MS Dynamics, NetSuite, Pipedrive, Salesforce, ServiceNow, SugarCRM, VinSolutions, Zendesk, Zoho, and Zoho Desk.

Olga Lagunova, Chief Product and Technology Officer at GoTo, explained how its latest integrations can strengthen customer relationships:

“Requiring teams to work across multiple systems and workflows is inconvenient, inefficient, and wastes valuable time that should be spent helping customers.

“With our new GoTo Connect integrations, we’re enhancing how businesses manage their customer relationships.

“By expanding the depth of our integrations with platforms like Salesforce, HubSpot, and many more, we’re ensuring that teams have everything they need to collaborate and succeed with their customers.

Lagunova continued: “Our robust AI functionalities, including call summaries and call recordings shared directly to CRMs, empower teams to work smarter and more efficiently across their favorite business tools all from within GoTo Connect.”

New AI Capabilities

The latest update to GoTo Connect’s integrations includes the ability to automatically locate and store AI-generated call summaries and transcriptions within customer contact records, which helps to reduce workloads and save time.

Businesses can connect more deeply with customers thanks to the increased and faster access to customer information during conversations. A full view of customer profiles and call integrations is now available through GoTo Connect.

Workflows are also simplified as call and messaging details can be automatically stored with the CRM, offering a complete history of customer interaction so that teams can achieve more within a shorter timeframe.

GoTo pointed to a recent Zendesk study, which uncovered that over 70 percent of customers are ‘frustrated’ by repeating the same information to different customer service representatives.

Siloed tools are common struggle for businesses, leading to inefficient customer service, according to GoTo.

GoTo Connect reportedly solves this challenge through the integration of tools and sharing the customer information contained within them.

This will provide agents with a more holistic view of customers from CRM data and ‘active conversations’.

The new integrations are now available to all GoTo Connect customers.

Earlier this month, GoTo Connect published a blog post digging down into the latest GoTo Connect integration capabilities:

“GoTo Connect integrates with your company’s most-used apps to significantly enhance how you connect with customers.

“And now, with even more integrations and automations, your team can excel in customer communications via streamlined workflows and quick access to insights.”

As well as the aforementioned call summaries, it also lists the option to utilize a ‘screen pop’ feature, which display customer information on an agent’s screen, contact syncing, ‘click-to-call’ to quickly initiate phone calls, call logs, messaging logs, and voicemail transcripts.

More News from GoTo

Last month, GoTo launched GoTo Connect CX to provide “exceptional” customer experiences.

Connect CX combines GoTo Connect’s award-winning virtual phone system with advanced AI features. Tailored for businesses of any size, it offers essential tools to enhance customer experience (CX) while reducing costs and saving time.