{"id":70147,"date":"2025-05-02T09:08:31","date_gmt":"2025-05-02T08:08:31","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=70147"},"modified":"2025-05-05T19:22:42","modified_gmt":"2025-05-05T18:22:42","slug":"the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/big-cx-update-tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/","title":{"rendered":"The Latest on Another Big Call Center Lawsuit, Microsoft Teams&#8217; New Contact Center Integration Model"},"content":{"rendered":"<p>CX Today&#8217;s Charlie Mitchell presents the latest trending news from the customer experience world.<\/p>\n<p>He&#8217;s joined by four prominent CX analysts to dissect each story.<\/p>\n<h2>In this edition, our CX experts include:<\/h2>\n<ul>\n<li>Zeus Kerravala, Principal Analyst at ZK Research<\/li>\n<li>Liz Miller, VP &amp; Principal Analyst at Constellation Research<\/li>\n<li>Shelly Kramer, President &amp; CEO at Kramer &amp; Company<\/li>\n<li>Keith Kirkpatrick, Research Director at The Futurum Group<\/li>\n<\/ul>\n<h2>During the conversation, they share more insight into each of the three following news stories:<\/h2>\n<h3>A New Lawsuit Alleges That a CCaaS Vendor Recorded a Domestic Violence Hotline without Permission<\/h3>\n<p>The lawsuit also accuses the vendor of mining those for communications to improve its own services. Yet, it&#8217;s far from the first filing from across the space to make this accusation.<\/p>\n<h3>Microsoft Launches a New Contact Center Integration Model for Teams<\/h3>\n<p>Once teased as &#8220;Power&#8221;, the new model goes by the name &#8220;Unify&#8221; and is Microsoft&#8217;s third solution for contact center vendors to attach their offerings to Microsoft Teams.<\/p>\n<h3>Mitel Is Set to Emerge from Chapter 11 Bankruptcy<\/h3>\n<p>The US courts have accepted Mitel&#8217;s bankruptcy plan, which will slash its debts by an astonishing $1.15BN. It&#8217;s now betting its future on hybrid enterprise communications deployments.<\/p>\n<p>&nbsp;<\/p>\n<p>Stay up to date with the latest in CX space by <a href=\"https:\/\/www.cxtoday.com\/account\">subscribing to our newsletter<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>CX Today&#8217;s Charlie Mitchell presents the latest trending news from the customer experience world. He&#8217;s joined by four prominent CX analysts to dissect each story. In this edition, our CX experts include: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP &amp; Principal Analyst at Constellation Research Shelly Kramer, President &amp; CEO at Kramer [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":70148,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61749,60908],"class_list":["post-70147","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-big-cx-update-tv","category-tv","tag-big-cx-news","tag-microsoft-teams","post_format-post-format-video","brands_to_track-microsoft","brands_to_track-mitel","editorial_type-news","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Latest on Another Big Call Center Lawsuit, Microsoft Teams&#039; New Contact Center Integration Model - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Big CX Update news including BIG CX News, Microsoft Teams and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Latest on Another Big Call Center Lawsuit, Microsoft Teams&#039; New Contact Center Integration Model\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Big CX Update news including BIG CX News, Microsoft Teams and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-05-02T08:08:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-05T18:22:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/05\/BigCXNews_May25_850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"The Latest on Another Big Call Center Lawsuit, Microsoft Teams&#8217; New Contact Center Integration Model\",\"datePublished\":\"2025-05-02T08:08:31+00:00\",\"dateModified\":\"2025-05-05T18:22:42+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\"},\"wordCount\":236,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/05\/BigCXNews_May25_850.jpg\",\"keywords\":[\"BIG CX News\",\"Microsoft Teams\"],\"articleSection\":[\"Big CX Update\",\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/the-latest-on-another-big-call-center-lawsuit-microsoft-teams-new-contact-center-integration-model\/\",\"name\":\"The Latest on Another Big Call Center Lawsuit, Microsoft Teams' New Contact Center Integration Model - 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