{"id":73386,"date":"2025-08-29T09:00:13","date_gmt":"2025-08-29T08:00:13","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73386"},"modified":"2025-10-19T10:09:45","modified_gmt":"2025-10-19T09:09:45","slug":"big-cx-news-from-verint-accenture-google-avaya","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-verint-accenture-google-avaya\/","title":{"rendered":"Big CX News from Verint, Accenture, Google &#038; Avaya"},"content":{"rendered":"<p>From a $2BN Verint takeover to Avaya&#8217;s company-wide voluntary exit packages, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-close-to-2bn-takeover-by-thoma-bravo-reports\/\">Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio<\/a><\/h2>\n<p>Thoma Bravo has agreed to acquire Verint in a deal that values the tech provider at $2BN, including debt.<\/p>\n<p>Upon the deal\u2019s completion, Verint will merge with Calabrio, its workforce engagement management (WEM) rival, which Thoma Bravo owns.<\/p>\n<p>Also under the private equity firm\u2019s ownership are Aisera and Medallia, which compete with Verint in the conversational AI and voice of the customer (VoC) markets, respectively.<\/p>\n<p>However, there is no suggestion that these CX stalwarts will also be brought into the fold.<\/p>\n<p>A Verint press release announcing the move contains a quote by an anonymous spokesperson, stating:<\/p>\n<blockquote><p>Together, Calabrio and Verint will bring a powerful set of products to accelerate a shared vision: delivering an AI-powered, open CX platform to customers who are focused on driving strong business outcomes in their operations.<\/p><\/blockquote>\n<p>In bringing these companies together, Thoma Bravo merges two of the \u201cbig three\u201d WEM providers, with NiCE being the other <a href=\"https:\/\/www.cxtoday.com\/workforce-engagement-management\/verint-close-to-2bn-takeover-by-thoma-bravo-reports\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/accenture-snaps-up-neuraflash-a-prominent-salesforce-aws-consulting-company\/\">Accenture Snaps Up NeuraFlash, a Prominent Salesforce &amp; AWS Consulting Company<\/a><\/h2>\n<p>Accenture has confirmed the acquisition of consulting firm NeuraFlash.<\/p>\n<p>NeuraFlash chiefly provides services and solutions for businesses committed to Salesforce and AWS.<\/p>\n<p>Yet, over the past 12 months, it has made a lot of noise in the CX space by developing agentic solutions for sales, service, and field service operations.<\/p>\n<p>By doing so, it has established a reputation as a leading partner of Salesforce\u2019s Agentforce platform, reporting 60+ Agentforce implementations in May 2025.<\/p>\n<p>In a <a href=\"https:\/\/www.linkedin.com\/posts\/tbrettchisholm_neuraflash-is-on-an-incredible-run-as-the-activity-7364710169554915328--Gw_\/?utm_source=share&amp;utm_medium=member_desktop&amp;rcm=ACoAAB_MGuQB6bbmsMlLLNjrIhFAQlGGwLO5C-k\">LinkedIn post<\/a> from last week, <strong>NeuraFlash CEO and Co-Founder<\/strong>, <strong>T. Brett Chisholm<\/strong>, claimed his company is the \u201c#1 Salesforce Agentforce partner!\u201d<\/p>\n<p>Salesforce echoed a similar sentiment during a recent earnings call, with <strong>Srini Tallapragada<\/strong>, <strong>President &amp; Chief Engineering Officer<\/strong>, naming NeuraFlash a key Agentforce partner, alongside Accenture.<\/p>\n<p>With the deal to roll up NeuraFlash, Accenture is perhaps looking to move from one of several key Agentforce players in the space to the undisputed, go-to Agentforce leader <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/accenture-snaps-up-neuraflash-a-prominent-salesforce-aws-consulting-company\/\">(Read more&#8230;)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/google-is-building-ai-mode-agents-to-automate-customer-support-tasks\/\">Google Is Building AI Mode Agents to Automate Customer Support Tasks<\/a><\/h2>\n<p>Google has unveiled a new AI Mode agent designed to take on basic service tasks, starting with restaurant reservations.<\/p>\n<p>The feature, currently locked behind the $250-per-month Google AI Ultra subscription, plugs into the company\u2019s AI Mode for Search, which transforms the traditional results page into a Gemini-powered assistant.<\/p>\n<p>For now, the agent\u2019s functionality is limited. It can check live restaurant availability and link customers directly to booking platforms like OpenTable, Resy, and Tock.<\/p>\n<p>However, future capabilities have already been mentioned, with Google planning integrations for local service appointments and event tickets via Ticketmaster, StubHub, SeatGeek, and Booksy.<\/p>\n<p>This points to a much broader ambition: creating AI-powered \u2018machine customers\u2019 that can handle service interactions independently on behalf of humans.<\/p>\n<p>The idea of machine-to-machine customer service isn\u2019t entirely new.<\/p>\n<p>Google has been experimenting with customer-facing AI for years \u2013 from Duplex making dinner reservations in 2022, to its more recent \u2018Ask for Me\u2019 feature, which dials businesses for users.<\/p>\n<p>Yet, as analysts recently discussed on <a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/google-ushers-the-future-of-machine-to-machine-customer-service-analysts-react\/\">The Big CX News Show<\/a>, these latest moves feel less like a revolution and more like an incremental step (Read more&#8230;).<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/contact-center\/avaya-offers-all-its-staff-voluntary-exit-packages-sources\/\">Avaya Offers All Its Staff Voluntary Exit Packages, Sources<\/a><\/h2>\n<p>Avaya has offered \u201ceveryone at the company\u201d a voluntary exit package, a person familiar with the matter told CX Today.<\/p>\n<p>The source revealed that Avaya hopes the move will shed \u201ca lot of employees\u201d.<\/p>\n<p>CX Today has reached out to Avaya for a statement, but the company declined to comment.<\/p>\n<p>The objective to shed employees is one Avaya has chased since <a href=\"https:\/\/www.cxtoday.com\/contact-center\/avaya-ceo-transition-alan-masarek-to-retire-patrick-dennis-steps-up\/\">its CEO transition, announced in July 2024<\/a>.<\/p>\n<p>Just four months later, Avaya kick-started a sweeping round of layoffs. While these initially impacted North America, they stretched across the globe by early 2025.<\/p>\n<p>In January, CX Today learned the layoffs <a href=\"https:\/\/www.cxtoday.com\/contact-center\/the-avaya-layoffs-spread-leaving-europe-the-middle-east-thread-bare\/\">left some regions, including Europe and the Middle East, threadbare<\/a>.<\/p>\n<p>Now, Avaya appears to be following up with another drastic move to cut its staff further and leave some areas with little more than a remote presence.<\/p>\n<p>Reacting to the speculation, <strong>Zeus Kerravala<\/strong>, <strong>Principal Analyst at ZK Research<\/strong>, told CX Today:<\/p>\n<blockquote><p>Such a move would likely aim to maximize profitability, so Avaya can return profit to equity holders.<\/p><\/blockquote>\n<p>Having only emerged from a second bankruptcy in seven years in 2023, these headlines will fan the flames of speculation about Avaya\u2019s long-term future <a href=\"https:\/\/www.cxtoday.com\/contact-center\/avaya-offers-all-its-staff-voluntary-exit-packages-sources\/\">(Read more&#8230;)<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From a $2BN Verint takeover to Avaya&#8217;s company-wide voluntary exit packages, here are extracts from some of this week\u2019s most popular news stories. Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio Thoma Bravo has agreed to acquire Verint in a deal that values the tech provider at $2BN, including debt. Upon [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":58272,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016,62063],"class_list":["post-73386","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","category-marketing-sales-technology","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-big-cx-news","tag-ccaas","tag-mergers-and-acquisitions","tag-wem","tag-workforce-engagement-management","brands_to_track-accenture","brands_to_track-avaya","brands_to_track-aws","brands_to_track-google","brands_to_track-salesforce","brands_to_track-verint","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 Verint, Accenture, Google &amp; Avaya - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence, Automation, BIG CX News, CCaaS, Mergers and Acquisitions, WEM, Workforce Engagement Management 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-verint-accenture-google-avaya\/\" \/>\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 Verint, Accenture, Google &amp; Avaya\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence, Automation, BIG CX News, CCaaS, Mergers and Acquisitions, WEM, Workforce Engagement Management and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-verint-accenture-google-avaya\/\" \/>\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=\"2025-08-29T08:00:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T09:09:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/03\/Big-CX-News-1.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-verint-accenture-google-avaya\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/big-cx-news-from-verint-accenture-google-avaya\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Big CX News from Verint, Accenture, Google &#038; 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