Vodafone Germany to cut 1,300 jobs in realignment efforts
Vodafone Germany has revealed intentions to cut 1,300 positions in management, double functions, and areas with no direct customer interaction as part of a realignment and return to growth effort. In addition, the operator intends to establish 400 new customer-facing positions, resulting in a total loss of 900 positions. The decision comes on the heels of a 1.8% year-on-year decline in fiscal Q3 service income due to client losses in Germany, which is likely to be a special focus of cost-cutting efforts. Telecom companies such as BT and Orange Business have also recently announced layoffs.
Five9 launches AI Summary tool for contact centers
Five9, a cloud contact center service provider, has released Five9 Agent Assist 2.0 with AI Summary, driven by OpenAI‘s language model technology. The solution produces summary highlights of client call recordings in seconds, decreasing repetitive work involved in after-call tasks. Unlike earlier iterations, AI Summary does not require model training or human categorization, allowing call centers to achieve a “quick win.” The desktop program can transcribe and analyze conversations, enabling agents to manage calls more quickly and providing background for colleagues dealing with future customer encounters.
BT and AWS announce a strategic collaboration agreement
The BT Group’s Digital Unit and Amazon Web Services (AWS) have signed a strategic partnership deal that seeks to generate $500 million in income for BT over the next five years. The collaboration will center on three key areas: collaboration on innovative IoT solutions, with a special emphasis on smart spaces, ports, and transportation and logistics. As an AWS Marketplace Channel Partner, BT will provide clients with increased managed security and third-party software solutions. And new 5G edge computing services powered by AWS Wavelength for BT’s UK commercial clients. The two businesses will also collaborate to improve and develop BT’s existing IoT offerings.
Verizon waives call and data charges for Mississippi residents affected by severe weather
Verizon will waive postpaid call/text/data usage fees for its consumer and small business customers in Mississippi zip codes affected by severe weather and tornadoes from March 26 to April 26. Any overages will be reimbursed, and the offer will be applied immediately to the accounts of the affected consumers. In order to assist individuals impacted by the natural disaster, Verizon is also urging consumers to text “TORNADO” to 90999 and donate $10 to the American Red Cross Disaster Relief Fund.
Avaya partners with Cognigy to deliver Conversational AI solutions
Cognigy, a developer of Conversational AI solutions, has expanded its cooperation with Avaya, a worldwide provider of communications and collaboration solutions. This partnership will bring disruptive next-generation Conversational AI solutions to Avaya’s huge global network of contact center clients. Cognigy’s transformational Enterprise Conversational AI platform, Cognigy.AI, will be integrated with Avaya’s Experience Platform to enable tailored and efficient customer interactions at scale, via voice and chat. The collaboration will improve and automate the customer experience while also equipping contact center personnel with the tools they need to succeed in an increasingly complicated environment.