The Connect In Cloud Team’s Next Step in AI-Driven Customer Experience Innovation: Soaking Up the Last Bit of Summer
As the days get shorter and you switch from beach towels to briefcases, it’s normal to think about how you spent the summer. At Connect In Cloud, we didn’t just relax in the sun. We worked on building the future of communication all summer long. We’ve been putting in a lot of effort to make AI smarter, get more information from data, and add to our communication tools. What do we want? To turn every conversation you have with customers and coworkers into a chance to connect, build trust, and grow your business over time.
Things are changing quickly in the business world. Customers want things right away, personalised service, and safety. We are happy to tell you about the most recent changes we’ve made to the whole platform to meet these needs. These changes are more than just adding new things. They focus on the key connections that bring all of your AI-Driven Customer Experience together into one smooth, unified view.
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With our new JourneyAPI, teams can track every interaction with a customer from beginning to end. This technology links together different call legs and digital touchpoints to create a big picture that shows insights that greatly improve both the performance of agents and the experience of the end user.
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Our improved CRM Integration Profiles also let administrators change workflows on major platforms like Salesforce, Dynamics, Zendesk, NetSuite, and Zoho. This means that the platform will work with your business without any problems, and it will change to fit how your business works instead of the other way around.
Connect In Cloud Contact Center will make CX much better.
This summer, the Connect In Cloud Contact Center is changing how people use technology, with automation leading the way. We believe that a good AI-Driven Customer Experience is one where the customer has fewer problems and has more meaningful conversations on the channel they choose.
Smart Assist and Talking to People Our advanced engine, Connect Intelligence, lets us give you real-time updates on every interaction. This includes things like analysing people’s feelings, automating compliance, and giving ideas for live coaching. This is a big deal for AI-Driven Customer Experience strategies because it helps agents do their jobs better and lowers the risk of losing customers by finding unhappy ones before they hang up.
You should never have to give up security or convenience when you make a digital payment without an agent. We have set up safe payments that meet PCI DSS standards and are completely handled by AI bots, so there is no need for a human agent. Customers can now pay their bills with a credit card, Apple Pay, or Google Pay at any time of day or night. This makes it easier to buy things and makes the AI-Driven Customer Experience better overall.
Connect with people and listen to them. It’s time for you to join the conversation about you online. You can now reply to customers directly from social media mentions with answers that take the situation into account. You can also share media and send safe payment links through popular apps like WhatsApp or RCS with our system. This makes sure that your AI-Driven Customer Experience goes beyond just the business world.
You need global tools to send Native Viber messages to people all over the world. You can now easily manage Viber conversations in real time from the same place you handle voice, email, and chat. This lets agents meet customers where they are, which is a big part of a successful AI-Driven Customer Experience.
Knowledge AI and xApps no longer have static FAQs. With our new updates, static documents become interactive self-service tools that work well on both voice and digital channels. This lets you create virtual assistants that are smarter and better suited to your users’ needs, so they actually help them instead of making them mad.
Banks can easily connect their old systems to Connect In Cloud with CoreAccess+ without putting their customers’ money at risk. This lets banks give customers a modern AI-Driven Customer Experience without breaking any security rules, because they can access data in real time and follow the rules.
The goal of each of these changes is to make operations more flexible and improve the quality of every interaction.
It’s easy to connect with Connect In Cloud Engage.
Connect In Cloud Engage makes it easier for teams that work mostly online to talk to each other. We make sure that customers can get in touch with us on the channel they want in a timely, relevant, and easy way. The best thing about an AI-driven customer experience is that it makes everything faster, easier, and more personal.
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Digital support silos for all channels slow things down. With our updates, you can now handle SMS, RCS, WhatsApp, Facebook Messenger, and voice calls all in one place. This makes sure that the AI-driven customer experience is always the same, no matter how a customer gets in touch with you.
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Better tools for managing and routing We added new upgrades to the inbox and admin controls that make things work better. These tools make sure that the right agent gets the right question at the right time, which helps problems get solved faster on both digital and voice channels.
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Engage makes teams more flexible. With Engage, modern teams can work together and have the same experiences no matter where they are. The end result is happier customers and teams that can work faster. This shows that a mobile workforce can still give customers a better AI-driven experience.
Connect In Cloud Work: Work Together Better
In the summer of 2025, we didn’t just work on the contact center; we also made your daily internal processes a lot better. That means that things will be easier for customers. For employees, this means better tools and easier tasks.
Language barriers can make it harder for businesses to get things done in a global economy. AI summaries that are smarter and know how to talk Our system can now automatically find and summarise chats in the correct language. This is great for teams all over the world because it makes sure that nothing gets lost in translation, which keeps your AI-Driven Customer Experience the same.
Centralised DND Controls Focus is all about money. Now, admins can set the same “Do Not Disturb” settings for all employees. This makes sure that presence behaviour is always the same and that no connections are missed, so the team is always ready to answer when a client calls.
Filtering for SMS Compliance It’s hard to follow the rules that carriers make. To make sure we follow the rules of 10DLC, we now automatically block some keywords in outgoing messages. This lowers the risk of brand-level carrier violations, which means you can’t talk to your audience.
New options for hardware We’re also adding support for the latest Yealink, Grandstream, and Jabra devices. Connect In Cloud works with more ways to connect and fewer interruptions, whether your team works from home, in a hybrid setting, or in an office.
You Have Control with Communication APIs
Our Communications APIs have changed for the developers and marketers who make it possible for customers to talk to each other. We are giving you the tools to customise campaigns, control delivery, and combine insights to create an AI-Driven Customer Experience that is timely, personal, and focused on the customer.
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It’s easy to change a campaign. Plans change and things go wrong. You can now change your messages, audiences, or schedules up to ten minutes before you send them. You can change your marketing plan in real time because of this flexibility.
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Choose how fast to send If you send your support team a lot of replies from a blast campaign, you will definitely fail. You can now change how quickly messages are sent to match how much work your support team can handle. This makes sure that customers have a good experience with AI because they don’t have to wait in long lines that your marketing success causes.
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Pictures for WhatsApp Carousel Templates are for sale. Rich media cards on WhatsApp are a great way to get people to pay attention. They are great for showing off products or getting new users started.
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The Voice Reporting API gives you a lot of useful data. You can see all of the call metrics, logs, and performance data, and then you can use them in your own dashboards and analytics workflows. This information is very useful for making your AI-Driven Customer Experience better over time.
