This Week in CX: Launch of AI Contact Center, CCaaS Success from Zoom, and CRM Acquisition
This week in the world of customer experience (CX) has been filled with exciting developments, from the launch of an AI Contact Center to successful CCaaS strategies and a significant acquisition in the CRM space. Let’s dive into some of the top stories making waves in the industry.
Korean Air made headlines with its announcement of plans to create an AI-powered contact center (AICC) in partnership with Amazon Web Services. The airline aims to leverage Amazon’s tech infrastructure to enhance personalization, efficiency, and overall customer service offerings. By incorporating AI advancements, including voice bots and chatbots, Korean Air hopes to revolutionize its customer interactions and improve service quality. The company is set to consolidate its call center infrastructure into a cloud-based platform by September, with further plans to integrate machine learning and generative AI by 2025.
Zoom, known for its video conferencing solutions, saw significant success in the CCaaS space last quarter. The tech giant secured 90 deals exceeding $100,000 in annual recurring revenue, marking a 246 percent year-over-year growth. The launch of new CCaaS packages played a key role in driving this success, attracting both existing UCaaS customers and net new customers. CEO Eric Yuan highlighted the impact of CCaaS as an enterprise door opener, with many new customers deploying Zoom Contact Center as their first Zoom product.
In the realm of CRM, SugarCRM made a strategic move by acquiring sales-i, a revenue intelligence platform provider. This acquisition brings new capabilities to SugarCRM, enabling more intelligent account management and enhancing sales profitability. By combining “soft data” from SugarCRM with “hard data” from sales-i, the platform aims to deliver actionable sales strategies that drive revenue, maximize profitability, and increase customer satisfaction. With sales-i’s machine learning capabilities, the platform can predict customer behavior and optimize sales opportunities.
Overall, this week in CX has been filled with innovation and growth, showcasing the power of AI, CCaaS, and CRM solutions in transforming customer interactions and driving business success. Stay tuned for more exciting developments in the world of customer experience.
