{"id":72625,"date":"2025-08-01T09:00:52","date_gmt":"2025-08-01T08:00:52","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72625"},"modified":"2025-10-19T09:15:17","modified_gmt":"2025-10-19T08:15:17","slug":"big-cx-news-from-nice-openai-five9-teams","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-nice-openai-five9-teams\/","title":{"rendered":"Big CX News from NiCE, OpenAI, Five9, &#038; Microsoft"},"content":{"rendered":"<p>From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI&#8217;s Sam Altman, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/nice-to-acquire-cognigy-wants-to-set-a-new-standard-for-ai-in-customer-experience\/\">NiCE to Acquire Cognigy for $995MN, Wants to \u201cSet a New Standard\u201d for AI in Customer Experience<\/a><\/h2>\n<p>NiCE has agreed a $955MN deal to acquire Cognigy, the prominent enterprise conversational and agentic AI provider.<\/p>\n<p>Cognigy was one of the first enterprise technology vendors to launch AI agents in January 2025, making regular new releases ever since.<\/p>\n<p>In doing so, it leverages a strong heritage as an AI leader, with Cognigy at the forefront of the latest Gartner Magic Quadrant and Forrester Wave reports for conversational AI.<\/p>\n<p>As such, NiCE gains an advanced AI portfolio and a highly skilled team that has proven ahead of the curve with AI agents.<\/p>\n<p>Matched with the CXone Mpower Orchestrator, NICE hopes to lead the era of AI-first customer service.<\/p>\n<p>Celebrating the news, <strong>Scott Russell<\/strong>, <strong>CEO of NiCE<\/strong>, stated:<\/p>\n<blockquote><p>This is a landmark moment for NiCE, a strategic move that fast-tracks our AI innovation agenda and sets a new standard for customer experience in the AI era.<\/p><\/blockquote>\n<p>NiCE will have had plenty of options as it scoped conversational AI vendors pivoting to agentic. After all, the market is crowded <a href=\"https:\/\/www.cxtoday.com\/contact-center\/nice-to-acquire-cognigy-wants-to-set-a-new-standard-for-ai-in-customer-experience\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/totally-totally-gone-openai-ceo-sam-altman-predicts-the-end-of-human-customer-service\/\">\u201cTotally, Totally Gone\u201d: OpenAI CEO Sam Altman Predicts the End of Human Customer Service<\/a><\/h2>\n<p><strong>Sam Altman, CEO of OpenAI<\/strong>, has warned of a future where AI will eliminate entire job categories, including customer support.<\/p>\n<p>The CEO made the comments last week during the Fed\u2019s Integrated Review of the Capital Framework for Large Banks Conference in Washington.<\/p>\n<p>Speaking to\u00a0<strong>Michelle Bowman, Vice Chair of the Federal Reserves<\/strong>,\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=tScbQiavmpA\" target=\"_blank\" rel=\"noopener\">Altman first stated<\/a>:<\/p>\n<blockquote><p>There are cases where entire classes of jobs will go away, [and] there are entirely new classes of jobs that will come.<\/p><\/blockquote>\n<p>When pressed on what some of those lost jobs might be, he used customer support staff as an example of a role that will be \u201ctotally, totally gone.\u201d<\/p>\n<p>Already, various tech companies building AI agents for service have had significant success in automating customer contacts.<\/p>\n<p>For instance, Salesforce and ServiceNow claim to have mechanized 85 and 80 percent of their internal customer queries, respectively <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/totally-totally-gone-openai-ceo-sam-altman-predicts-the-end-of-human-customer-service\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/five9-lays-off-three-senior-execs-with-broader-jobs-cuts-to-come-sources\/\">Five9 Lays Off Three Senior Execs with Broader Jobs Cuts to Come, Sources<\/a><\/h2>\n<p>Five9 has ousted three senior executives, a person familiar with the matter has told CX Today.<\/p>\n<p>Niki Hall, Chief Marketing Officer, Jim Doran, EVP of Corporate Strategy, and Tricia Yankovich, Head of HR, are the three execs in question.<\/p>\n<p>The source also revealed that broader layoffs are imminent, although they didn\u2019t disclose the scale.<\/p>\n<p>Any potential layoffs would be Five9\u2019s third round in less than 12 months, following a seven percent and a four percent workforce reduction in August 2024 and May 2025, respectively.<\/p>\n<p>Before August 2024, the CCaaS stalwart had never made a round of layoffs.<\/p>\n<p>Soon after its second round of job cuts, Five9 underscored its aim to secure \u201clong-term profitable growth\u201d and bolster its \u201clong-term competitive position.\u201d<\/p>\n<p>At the time,\u00a0<strong>Mike Burkland, Chairman and CEO of Five9<\/strong>, also looked to ease concerns by highlighting some \u201creally exciting marketing initiatives\u201d that the company was plotting.<\/p>\n<p><em>Since this article was first published, Five9 has confirmed its restructure in a statement to CX Today <a href=\"https:\/\/www.cxtoday.com\/contact-center\/five9-lays-off-three-senior-execs-with-broader-jobs-cuts-to-come-sources\/\">that you can read here<\/a>.<\/em><\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/first-contact-center-solution-certified-for-microsoft-teams-new-integration-model\/\">First Contact Center Solution Certified for Microsoft Teams\u2019 New Integration Model<\/a><\/h2>\n<p>Microsoft has certified the first solution under its new contact center and Microsoft Teams integration model.<\/p>\n<p>The honor goes to the CentrePal Contact Center for Microsoft Teams.<\/p>\n<p>Via the Unify framework, CentrePal integrates with the collaboration platform using Azure Communication Services (ACS), Microsoft\u2019s CPaaS solution.<\/p>\n<p>ACS provides the underbelly for Microsoft Teams, supporting its voice, chat, video, and AI APIs.<\/p>\n<p>By integrating with Teams through Microsoft ACS, Centrepal establishes one shared communications layer that runs between CCaaS and UCaaS.<\/p>\n<p>That will allow them to standardize interactions across the business, streamline billing, and reduce management burden.<\/p>\n<p>Upon\u00a0<a href=\"https:\/\/www.cxtoday.com\/contact-center\/the-new-microsoft-teams-unify-contact-center-integration-model-an-analysis\/\">the launch of the Unify model<\/a>,\u00a0<strong>Tom Arbuthnot, Co-Founder of Empowering.Cloud<\/strong>, highlighted more prospective benefits. He told CX Today:<\/p>\n<blockquote><p>The tight and easier integration to Teams should bring some benefits, including better options for AI integration, but it also brings a new consumption-based cost model for the ACS service usage.<\/p><\/blockquote>\n<p>While Centrepal may be first to gain certification, seven other contact center providers are completing the process for similar solutions <a href=\"https:\/\/www.cxtoday.com\/contact-center\/first-contact-center-solution-certified-for-microsoft-teams-new-integration-model\/\">(Read more&#8230;)<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI&#8217;s Sam Altman, here are extracts from some of this week\u2019s most popular news stories. NiCE to Acquire Cognigy for $995MN, Wants to \u201cSet a New Standard\u201d for AI in Customer Experience NiCE has agreed a $955MN deal to acquire Cognigy, the prominent enterprise [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":57670,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61014,61016],"class_list":["post-72625","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-crm","category-customer-analytics-intelligence","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-autonomous-agents","tag-big-cx-news","tag-ccaas","tag-crm","brands_to_track-five9","brands_to_track-microsoft","brands_to_track-nice","brands_to_track-openai","editorial_type-news","intent-loyalty","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>Big CX News from NiCE, OpenAI, Five9, &amp; Microsoft - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, BIG CX News, CCaaS, CRM 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\/contact-center\/big-cx-news-from-nice-openai-five9-teams\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Big CX News from NiCE, OpenAI, Five9, &amp; Microsoft\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agentic AI, Agentic AI in Customer Service\u200b, AI Agents, Artificial Intelligence, Automation, Autonomous Agents, BIG CX News, CCaaS, CRM and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-nice-openai-five9-teams\/\" \/>\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=\"2025-08-01T08:00:52+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:15:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/Big-CX-News.gif\" \/>\n\t<meta property=\"og:image:width\" content=\"856\" \/>\n\t<meta property=\"og:image:height\" content=\"431\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/gif\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\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=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-nice-openai-five9-teams\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-nice-openai-five9-teams\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Big CX News from NiCE, OpenAI, Five9, &#038; 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