News Briefs

Verint's latest Zoom integration supports gathering insights for all engagement channels.
Posted August 09, 2022

XSELL Agent Experience and Invoca's conversational intelligence are connected to Five9's cloud contact center solutions. (Featured on DestinationCRM.com.)
Posted August 09, 2022

Former Chief Strategy Officer Chris Tranquil takes the helm at Khoros. (Featured on DestinationCRM.com.)
Posted August 09, 2022

Smarsh's archive solution enables companies to expand Teams capabilities, leveraging cloud-native and on-premises communications capture for regulatory and legal needs. (Featured on DestinationCRM.com.)
Posted August 05, 2022

Spitch's latest enhancements include integration with the company's virtual assistant technology and speech analytics with advanced reporting and business intelligence tools. (Featured on DestinationCRM.com.)
Posted August 05, 2022

Cresta adds Insights and Chatbot products and updates to Director and Agent Assist in the latest release of its Real-Time Intelligence Platform. (Featured on DestinationCRM.com.)
Posted August 02, 2022

RingCentral's latest additions help companies automate tasks, reduce app switching, and create custom workflows. (Featured on DestinationCRM.com.)
Posted August 02, 2022

Partnership bolsters Zendesk customer data with GetFeedback customer feedback to create a more holistic view of customer journeys. (Featured on DestinationCRM.com.)
Posted July 29, 2022

Glia Virtual Assistants for Digital Banking integrate conversational AI as a core part of its Digital Customer Service Platform.
Posted July 29, 2022

CDW has been named a Certified Delivery Partner for UJET and Google Cloud contact center platforms. (Featured on DestinationCRM.com.)
Posted July 29, 2022

Observe.AI has achieved SOC 2 Type II and PCI DSS Level 1 certifications for protecting customer data in contact centers. (Featured on DestinationCRM.com.)
Posted July 26, 2022

Alida's Summer 2022 product release bolsters capabilities in customer, employee, product, and brand experiences. (Featured on DestinationCRM.com.)
Posted July 26, 2022

Verified Market Research expects the contact center artificial intelligence market to grow at a CAGR of 26.6 percent over the next eight years.
Posted July 25, 2022

LivePerson Contact Center Conversation Mining turns omnichannel conversational analytics into intelligent action.
Posted July 25, 2022

Freshworks expands its unified customer record architecture with the addition of Freshchat, helping service, marketing, and sales teams engage customers across multiple messaging channels. (Featured on DestinationCRM.com.)
Posted July 22, 2022

Cicero brings to Alvaria its activity intelligence, process intelligence, and robotic process automation.
Posted July 20, 2022

Cyara's latest Botium update includes chatbot and conversational AI testing features.
Posted July 19, 2022

The Unbabel integration with Zendesk will enable customer service agents to instantly translate any conversation across messaging channels. (Featured on DestinationCRM.com.)
Posted July 19, 2022

Salesforce users can now amplify top-performing contact center agent outcomes at scale. (Featured on DestinationCRM.com.)
Posted July 19, 2022

Laivly's AI suggests workflows for agents and its automation can perform those tasks. (Featured on DestinationCRM.com.)
Posted July 18, 2022

The 8x8 Connect Automation Builder is a no-code multichannel communications management solution. (Featured on DestinationCRM.com.)
Posted July 15, 2022

Gridspace's Grace voice bot and authoring platform is certified for data security.
Posted July 13, 2022

Kasisto's digital banking assistant will be integrated within Moxo's OneStop Interaction Client Hub. (Featured on DestinationCRM.com.)
Posted July 12, 2022

Multilingual translation company Language I/O expands its service among CRMs with ServiceNow integration.
Posted July 12, 2022

Medallia is purchasing Mindful, a provider of contact center callback technology. (Featured on DestinationCRM.com.)
Posted July 12, 2022

Pindrop and Odigo partner to provide voice authentication and fraud detection technology to Odigo customers. (Featured on SpeechTechMag.com.)
Posted July 12, 2022

Anexinet's Contact Center Strategy Kickstart Solutions reviews contact center operations and makes recommendations for improvement.
Posted July 07, 2022

NICE CXone innovations in the latest release include enhanced customer journey orchestration. (Featured on DestinationCRM.com.)
Posted July 07, 2022

Forethought's Triage Quickstart empowers companies to tag customer cases with pre-built and custom classifiers. (Featured on DestinationCRM.com.)
Posted July 01, 2022

Glia's ChannelLess SMS and Outbound Calling makes texts and phone calls part of the seamless digital experience. (Featured on DestinationCRM.com.)
Posted June 30, 2022

Dashbot's Conversational Data Cloud provides a centralized view of all chatbot data. (Featured on DestinationCRM.com.)
Posted June 30, 2022

SupportLogic's Agent Coaching and Evaluation is designed to offer greater manager productivity, enhanced employee engagement, and increased CSAT.
Posted June 29, 2022

Syncfusion's BoldDesk is a customer support solution for automating ticket processes.
Posted June 29, 2022

AskNicely's Benchmark Program delivers an action plan to improve customer experience and revenue growth.
Posted June 28, 2022

Intermedia Interaction Analytics helps businesses capture the voice of the customer, automating trend recognition of key words and phrases from daily customer interactions. (Featured on SpeechTechMag.com.)
Posted June 27, 2022

An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on SmartCustomerService.com.)
Posted June 27, 2022

Partnership brings Textel's business texting platform to NICE's international CXone customers.
Posted June 24, 2022

Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022

EPOS has optimized its headsets, speaker phones, and other telephone network peripherals for Stratodesk NoTouch.
Posted June 24, 2022

ASAPP's AutoTranscribe provides real-time speech-to-text services for contact centers. (Featured on SpeechTechMag.com.)
Posted June 23, 2022

8x8 XT Edition is a global communications solution for companies adopting Microsoft Teams.
Posted June 23, 2022

Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022

NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022

Intercom has launched two-way text messaging and bot-building capabilities.
Posted June 22, 2022

Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022

Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022

24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022

New and expanded features include call and screen recording, video playback, after-work automation, and quality forms to complement automated scoring.
Posted June 21, 2022

Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022

Component lets companies embed Pega into Salesforce environments to further automate customer service workflows.
Posted June 21, 2022
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