Telemarketing Weekly Brief: May 20–26, 2025
This week in telemarketing, the spotlight was firmly on the evolving interplay between AI and regulation, alongside significant platform enhancements designed to boost efficiency. From new calls for stricter oversight on AI-enabled scams to strategic shifts in marketing and customer experience platforms, here’s a concise overview of the most relevant developments shaping our industry.
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AI-Enabled Scams Spark Calls for Stricter Regulations
Consumer advocates are intensifying their calls for new regulations to combat the growing threat of AI-enabled scams. The Consumer Federation of America (CFA) highlighted a significant increase in the success of scams reported to the FBI, directly linking this rise to the misuse of Generative AI tools. Ben Winters, CFA’s Director of AI and Privacy, emphasized that technology companies are currently failing to adequately moderate and mitigate how their AI tools are being exploited for fraud. This development indicates a potential shift in regulatory focus, extending beyond telemarketing firms to the underlying technology providers. The implication is that simply deploying AI is not enough; its ethical use and safeguards against misuse will become paramount, likely leading to new compliance requirements for software vendors and a more complex legal landscape for telemarketing companies adopting AI.
Published: May 21, 2025
Consumer advocates highlight rise in AI-enabled scams, call for regulations | InsideAIPolicy.com -
Nielsen’s 2025 Marketing Report Highlights Data-Driven Strategies
Nielsen’s seventh Annual Marketing Report, released on May 20, 2025, reveals how marketers are adapting to shifting market trends and embracing evolving technologies like AI and shoppable advertising. The report, based on a survey of global marketers, identifies three key advertising trends, offering crucial insights for navigating an uncertain marketplace. Despite planned budget cuts by over half of global respondents, marketers are increasingly investing in Connected TV (CTV) and Retail Media Networks, and 71% of brands with large ad budgets view AI for personalization and optimization as a key trend for 2025. This suggests a strategic pivot towards more efficient, measurable channels and personalized customer engagement, driven by economic uncertainties. For telemarketing, this reinforces the need to prove effectiveness through robust data analytics and tailored outreach to secure budget allocation.
Published: May 20, 2025
Nielsen releases its 2025 Annual Marketing Report looking at the power of data-driven marketing | Nielsen -
Genesys Cloud Unveils Latest Platform Enhancements
Genesys Cloud rolled out significant updates on May 26, 2025, aimed at boosting agent efficiency and expanding omnichannel capabilities. Key among these are multi-contextual panels, which allow agents to view multiple customer interaction contexts simultaneously, reducing clicks and providing a comprehensive overview at a glance. The update also introduces support for custom social network connectors in Genesys Cloud Open Messaging, enabling seamless management and routing of social media interactions. Additionally, the canned responses editor now includes a character counter, and administrators can track phrase usage within the Topic Editor to refine communication strategies. This focus on improving agent workflows and access to information directly impacts overall customer experience, demonstrating that a positive agent experience is foundational to superior customer service.
Published: May 26, 2025
May 26, 2025 - Genesys Cloud Resource Center -
Five9 Announces Key Conference Participation
Five9, a prominent provider of Intelligent CX Platforms, announced on May 22, 2025, that members of its management team will be presenting at the upcoming William Blair Growth Stock Conference on June 5th. This participation highlights Five9’s ongoing engagement with the investor community and its strategic focus on the evolving customer experience landscape. A major player like Five9 presenting at a growth stock conference, particularly given their emphasis on an “Intelligent CX Platform,” signals strong investor interest and confidence in the Customer Experience (CX) and AI technology sectors. This market validation suggests continued innovation in areas relevant to telemarketing and contact center operations, indicating a positive outlook for businesses investing in similar AI-driven customer engagement solutions.
Published: May 22, 2025
https://investors.five9.com/news-releases/news-release-details/five9-announces-upcoming-conference-participation-38/ -
RingCentral’s RingEX Platform Receives Feature Update RingCentral announced a “What’s New in RingEX, May 2025” webinar on May 22, 2025, to highlight the latest and upcoming features for its AI-powered communications platform. This webinar aims to help users streamline business communication by showcasing new capabilities and providing insights into their practical application. For telemarketing professionals, continuous updates to unified communications platforms like RingEX are crucial. Modern telemarketing relies heavily on robust communication infrastructure that extends beyond simple dialing, integrating call management, team collaboration, and customer interaction tools. These platform enhancements directly impact operational efficiency and the overall quality of outbound and inbound communications, making staying current with platform capabilities essential for maintaining a competitive edge.
Published: May 22, 2025
RingCentral
Tools & Tips
- Genesys Agent Copilot: Genesys is recommending customers transition to Genesys Agent Copilot for a more robust and effective solution for agent assistance. This recommendation comes as they plan to discontinue support for Agent Assist provisioning via Genesys Cloud AI Experience tokens by June 9, 2025. This indicates a broader industry shift towards more advanced AI tools designed to empower human agents, focusing on augmenting their capabilities rather than replacing them entirely.
May 26, 2025 - Genesys Cloud Resource Center
Fun Fact
Did you know that telemarketing, as a widespread business practice, really took off in the mid-20th century? The first telemarketing firm, DialAmerica, began operations in 1957, marking a significant shift as more households acquired telephones and marketers sought to leverage this new direct communication channel!
We’d love to hear from you! Have you participated in any Telemarketing events or utilized new Telemarketing tools recently? Share your experiences or insights with us—we’re featuring selected community voices in next week’s edition.