From Microsoft launching a Teams social media app to Slack raising subscription prices for the first time, here are extracts from popular news stories this week.
Microsoft Unveils Digital Contact Centre Platform at Inspire 2022
Microsoft Teams and other digital engagement channels are part of the new Microsoft Digital Contact Centre Platform, which was revealed at Inspire 2022.
Microsoft Dynamics, Microsoft PowerPoint, and Nuance AI are also being utilised in the contact centre.
The contact centre has AI capabilities with self-service experiences, collaborative user experiences, live customer engagements, business process automation, fraud prevention and telephony capabilities.
Charles Lamanna, Corporate Vice President, Business Applications and Platform at Microsoft, said: "In today's digital world, brand reputation is synonymous with customer experience, including the quality of customer care.
"Consumers expect effortless, consistent, and secure experiences across any point of contact they choose—in fact, their brand perception and customer loyalty depend on it.
“With the stakes this high, companies need a comprehensive yet flexible solution to modernise their customer care experience.
Microsoft's contact centre does not have to replace existing systems; it has been built to allow companies to add its capabilities on top of their own.
Zoom Expands E2EE for Phone and Breakout Rooms
Zoom is expanding its end-to-end encryption (E2EE) feature to both Zoom Phone and Breakout Rooms.
Customers will have a new option to update to E2EE during one-on-one Zoom Phone calls between users on the same Zoom account that occur via the Zoom client.
While in a call, users can select "more" and see an option which allows them to make the session an end-to-end encrypted phone call.
"And now, we're excited to expand our end-to-end encryption feature to both Zoom Phone and Breakout Rooms — two more ways you can use Zoom to achieve seamless and secure communication."
Zoom says that upgrading to an E2EE call takes a second and helps add an extra layer of privacy to a user's Zoom Phone calls.
Microsoft Brings Viva Engage to Teams
Microsoft announced at Inspire 2022 that Viva Engage will be integrated into the Teams and Microsoft 365 platforms.
Viva Engage, the newest app in Microsoft Viva, is designed to help people and teams to feel more included in the hybrid workplace.
The social app is built on the foundation of Yammer and allows users to connect with coworkers, find answers to questions and share their own stories.
Seth Patton, GM of Microsoft 365 Product Marketing, said: "Hybrid and remote work has made it difficult for people to feel connected to one another and to the mission of their organisation—our relationships and sense of connection at work have shrunk.
