The Latest on Avaya Trimming Its Customer Base & Google's Bot That Calls Customer Service for You

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect each story.

In this edition, our CX experts include:

•  Zeus Kerravala, Principal Analyst at ZK Research 
• Shelly Kramer, President & CEO at Kramer & Company 
• Nicolas de Kouchkovsky, Principal Analyst at CaCube Consulting 
• Derek Top, Senior Analyst at Opus Research 
• Finbarr Begley, Senior Research Analyst at Cavell Group 

During the conversation, they share more insight into each of the three following news stories:

Avaya to Stop Supporting CCaaS Clients with Fewer Than 200 Seats

Avaya will stop serving public cloud contact centers with fewer than 200 seats. It's also discontinuing its SIP Trunking CPaaS cloud services. The analysts discuss: how did we get here, and where should affected customers look next.

Google's New Bot That Makes Customer Service Calls for You

Google is testing an "Ask for Me" bot for its search engine, which will talk to customer service on behalf of customers. It has also filed a patent for an on-device chatbot that will take outbound calls for consumers. The analysts consider whether these innovations will beckon a future of machine-to-machine customer service.

Zoho Is the Latest Enterprise Tech Giant to Announce AI Agents

Alongside a CEO change, Zoho released AI agents while teasing low pricing as a key differentiator. The analysts mulled over the news while pinpointing other major talking points in the tech giant's agentic AI approach.

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