We're back after another thrilling week in communication, collaboration, and customer experience.
If you haven't been able to keep track of all the fantastic news stories that we've been sharing over the last week, don't worry - your weekly roundup is here.
This week, we got a deep-dive look at the CCaaS Magic Quadrant from Gartner, and we shared our very own UC trends roundtable on the evolving state of customer experience. We also took you on a tour of Zendesk's Sunshine conversations and introduced the new CCaaS platform from Avaya.
Ready to check out the top stories?
Who's Leading the CCaaS Magic Quadrant?
The release of a new Magic Quadrant from Gartner always causes a bit of a stir, whether you're looking into collaboration tools, UCaaS, or even contact centre solutions. Recently, we got a chance to dive into the Contact Centre as a Service report for 2019, and we took a look at both the North America and Western Europe lists, so you could see who's competing all around the globe.
Interestingly, a few of the top contenders remained the same in both segments of the world, such as NICE inContact and Talkdesk. We also saw the loss of a few key players now that Gartner has changed its inclusion criteria to represent the evolving marketplace. Check out the leaders, challengers, niche players and visionaries here.
Slack Celebrates New Phase of Salesforce Partnership
Recently, we've seen an increase in the number of vendors from all parts of the communication and collaboration industry working together. Ultimately, the biggest brands are beginning to recognise that if they want to compete in the changing industry, they need to be willing to play nice with other companies. Slack and Salesforce are two providers in the workplace tool space that have had no problem joining forces in the past.
This week, Slack announced the next phase of its relationship with Salesforce, which includes the arrival of automated notifications, information sharing between services, and an enhanced search and preview functionality too.
UC Trends 2020: Customer Experience
It's safe to say that customer experience is one of the biggest trends in any industry right now, with all companies striving to show their clients how much they care. According to the Temkin group, around 86% of buyers would pay extra if they knew they were going to get a good customer experience. So, how are vendors going to make sure that they stay ahead of the curve with their CX in 2020?
