News Briefs

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

Acute Market Research eyes growing adoption of chatbots among smaller companies through 2030. (Featured on DestinationCRM.com.)
Posted November 25, 2022

Aivo's Video Conversational AI, developed with Synthesia, is a AI-generated video avatar to interact with customers. (Featured on DestinationCRM.com.)
Posted November 23, 2022

Playvox's Capacity Planner offers more contact center staffing needs forecasting.
Posted November 21, 2022

Talkdesk Automation Designer and Talkdesk Workspace Designer are low-code tools to customize contact center systems.
Posted November 17, 2022

Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center.
Posted November 10, 2022

TCN's latest enhancements to its Voice Analytics tools allow contact center managers to analyze operational performance.
Posted November 10, 2022

Interactions' Trustera identifies and protects sensitive information like credit card numbers in contact center interactions.
Posted November 10, 2022

The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022

CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022

CallMiner rolled out integrations with Zoom Contact Center and Zoom Phone.
Posted November 09, 2022

Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022

Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022

Simplr EngageNow offers chatbot technology and real human customer support in one integrated, AI-enabled platform.
Posted November 09, 2022

Caller ID Reputation launches additional enterprise solutions for organizational transparency for contact centers. (Featured on DestinationCRM.com.)
Posted November 08, 2022

ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on DestinationCRM.com.)
Posted November 08, 2022

Technavio sees increasing focus on voice quality and noise cancellation as key factors influencing the growth of the contact center headsets market.
Posted November 08, 2022

Two customer engagement platforms combine their AI capabilities to deliver differentiated customer and agent experiences for banks and credit unions. (Featured on DestinationCRM.com.)
Posted November 02, 2022

Freshworks' latest release brings additional AI and automation across its Freshchat, Freshdesk, Freshsales, and Freshmarketer portfolio. (Featured on DestinationCRM.com.)
Posted November 02, 2022

Ooma's new call flow features in Ooma Office business phone service include Call Queue Agent Log In/Log Out.
Posted November 02, 2022

NovelVox's HubSpot CTI Connectors offer smart CTI controls and supervisor features for contact centers running on Avaya and Cisco platforms.
Posted November 02, 2022

Sytel has made its Softdial Cloud contact center-as-a-service offering available to companies in Europe, Asia, and the Pacific.
Posted November 02, 2022

Glia and Tethr partnership delivers enhanced analytics for digital and voice-based interactions. (Featured on SpeechTechMag.com.)
Posted November 01, 2022

Finastra is offering Glia's Digital Customer Service through its FusionFabric.cloud platform and Fusion Digital Banking solution. (Featured on DestinationCRM.com.)
Posted October 31, 2022

CX platform providers Boost.ai and CallMiner join to improve insights from live and virtual agent interactions. (Featured on DestinationCRM.com.)
Posted October 31, 2022

Conversica Chat, Conversica Answers, and Conversica Premium Skills add capabilities to Conversica's Revenue Digital Assistants. (Featured on DestinationCRM.com.)
Posted October 27, 2022

FlexIP Solutions has revamped the user interface for its unified communications-as-a-service platform.
Posted October 26, 2022

NICE's FluenCX is a complete suite of digital CX solutions harnessing data and AI to deliver intent-driven self-service.
Posted October 24, 2022

NICE's Enlighten Journey Orchestration uses Enlighten AI to orchestrate consumer interactions for digital and voice engagements across agent and agentless journeys at massive scale.
Posted October 21, 2022

Edify with ChromeOS Desk brings all the apps and tools agents need for each interaction into one location.
Posted October 21, 2022

The latest updates to Uniphore's portfolio bring greater use of AI for sales and customer experience. (Featured on DestinationCRM.com.)
Posted October 20, 2022

SoundHound Intelligent Transcription generates text from speech, of course, but it also derives meaning from the audio. (Featured on SpeechTechMag.com.)
Posted October 20, 2022

The LeapXpert Communications Platform now covers both messaging and voice communications.
Posted October 19, 2022

Pega Infinity 8.8 includes enhancements to Pega Platform, Pega Customer Decision Hub, and Pega Customer Service. (Featured on DestinationCRM.com.)
Posted October 19, 2022

Cogito's Personalized Coaching module automates the creation of personalized growth plans, streamlines coaching preparation for team leaders, and provides continuous feedback to agents. (Featured on DestinationCRM.com.)
Posted October 19, 2022

New Managed Libraries and Recommendations features allow businesses to begin industry-specific tracking of conversations out of the box. (Featured on SpeechTechMag.com.)
Posted October 18, 2022

Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

Dialpad brings AI contact center advancements with no-code digital channels and AI virtual agents to Australia and New Zealand.
Posted October 17, 2022

Unifonic expands its product portfolio and geographic reach with Sestek acquisition. (Featured on SpeechTechMag.com.)
Posted October 14, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

Agora's new Chat SDK lets developers integrate real-time in-app chat capabilities into applications.
Posted October 12, 2022

Intercom Messenger is now more customizable and offers a new ticketing feature.
Posted October 12, 2022

Infobip's omnichannel communications platform is now available on the ServiceNow Store
Posted October 12, 2022

CallMiner for Salesforce delivers customer and prospect insights from CallMiner directly in Salesforce.
Posted October 12, 2022

With Faye's new integration, Zendesk Support users can schedule Zoom meetings and manage post-interaction results from within Zendesk. (Featured on DestinationCRM.com.)
Posted October 07, 2022

Wish merchants across the U.S. and Europe can access eDesk's integrative customer support system. (Featured on DestinationCRM.com.)
Posted October 07, 2022

Genpact is leveraging Zenarate's AI Coach and integrating it within its Cora Banking ecosystem.
Posted October 04, 2022

Qualtrics' Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed. (Featured on DestinationCRM.com.)
Posted October 04, 2022

At its Invoca Summit today, Invoca unveiled contact center and marketing innovations to optimize spending by both business functions. (Featured on DestinationCRM.com.)
Posted October 04, 2022

AireSpring has become a reseller partner for 8x8's eXperience Communications as a Service (xCaaS).
Posted September 30, 2022
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