News Briefs

Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform.
Posted October 19, 2020

Businesses can now handle Instagram Messaging requests at scale with Zendesk.
Posted October 19, 2020

Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Posted October 19, 2020

Kakapo's SMS Queues functionality adds another support channel to its applications for customer support.
Posted October 15, 2020

Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020

ID R&D has partnered with Red Box to simplify biometric authentication in the contact center. (Featured on DestinationCRM.com.)
Posted October 15, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020

Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020

RingCentral Global Office is now available across six continents.
Posted October 14, 2020

UJET Virtual Agent provides conversational artificial intelligence and automation for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 13, 2020

The deal blends Segment's customer data platform with Twilio's customer communications platform. (Featured on DestinationCRM.com.)
Posted October 13, 2020

Natterbox's integration with Microsoft Teams and Salesforce brings call functionality and visibility to both platforms. (Featured on DestinationCRM.com.)
Posted October 08, 2020

Boostlingo now offers on-demand support for American Sign Language video remote calls that occur outside normal business hours.
Posted October 07, 2020

Blue Prism Service Assist is a contact center automation platform for routine tasks.
Posted October 07, 2020

Call Journey's Data Bridge is a voice data visualization feature.
Posted October 07, 2020

Red Box and RingCentral deliver voice and video capture integrated with unified communications.
Posted October 06, 2020

Cresta's AI Coaching software integrates with Amazon Connect for real-time performance optimization of sales and support teams.
Posted October 06, 2020

With Deepgram UniMRCP integration, companies can add speech recognition to their IVR systems.
Posted September 30, 2020

Twilio unveiled several digital tools to help online and remote employees.
Posted September 30, 2020

A research report projects the European contact center transformation market to grow at a compounded annual rate of 16.5 percent through 2026.
Posted September 28, 2020

LivePerson Performance Optimizer is a self-service tool to measure and manage conversational operations. (Featured on DestinationCRM.com.)
Posted September 24, 2020

Luma 2.5 is a virtual agent for customer service. (Featured on DestinationCRM.com.)
Posted September 24, 2020

Zappix and HGS Digital are partnering to bring virtual assistants and payment bots to contact centers. (Featured on DestinationCRM.com.)
Posted September 24, 2020

ServiceNow has deepened its integration with Microsoft Teams.
Posted September 23, 2020

The cloud communications provider opens a new office in Hamburg.
Posted September 23, 2020

Daisee's quality management solutions are also integrated with Genesys Cloud. (Featured on SpeechTechMag.com.)
Posted September 22, 2020

PagerDuty for Customer Service helps agents resolve customer issues and collaborate with technical teams in real time. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Cogito's AI Coaching System integrates with Amazon Connect to provide in-the-moment behavioral guidance and measurement to call center employees. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Automated Shift Fill 5.0 includes new intelligent automated functionality.
Posted September 22, 2020

8x8 has inked a strategic VAR channel partnership with Spectrotel .
Posted September 16, 2020

CoreDial's eZuce acquisition brings additional capabilities to CoreDial's CoreNexa platform.
Posted September 16, 2020

Five9 VoiceStream is a cloud-to-cloud media streaming service for securing contact center voice data.
Posted September 16, 2020

Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020

Plum Voice SecureAssistant masks credit card information from contact center agents and recording systems.
Posted September 16, 2020

With Voximplant Kit, companies can deploy omnichannel, speech-enabled contact centers in minutes. (Featured on DestinationCRM.com.)
Posted September 15, 2020

Call Journey has released CJ V6.5, offering greater transcription accuracy for its conversation analytics solutions. (Featured on SpeechTechMag.com.)
Posted September 14, 2020

Microsoft Azure customers worldwide can now access ID R&D's voice biometric and voice anti-spoofing capabilities.
Posted September 09, 2020

Integration resolves user concerns proactively, eliminating call center queries.
Posted September 09, 2020

Hammer Ohm introduces VoiceRNA scoring to measure call quality. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

Speech recognition lets callers speak payment details securely. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

A growing use of speech recognition tools are driving growth, TMR's latest report concludes. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

Medallia pulls in contact center coaching automation platform provider Stella Connect for $100 million.
Posted September 04, 2020

A-GAME Gridiron 2020 Performance Challenge is a fantasy football-style gamification solution for remote and office-based customer care, support, and sales agents.
Posted September 04, 2020

Joint go-to-market effort for Smarsh Enterprise Archive, Supervision and Discovery is designed to grow its Microsoft Office 365 footprint in financial services.
Posted September 03, 2020

Numonix IXCloud and Ribbon Session Border Controllers deliver seamless interaction recording for Microsoft Teams users.
Posted September 03, 2020

Unbabel is partnering with Carnegie Mellon University and others to research multilingual AI assistants for customer service chat.
Posted September 03, 2020

TELUS International has completed its buy-out of Xavient Digital and launched a homegrown intelligent bot platform.
Posted September 02, 2020

Call Journey's partnership with Microsoft brings conversational analytics to Microsoft's ecosystem of business applications.
Posted September 02, 2020

Telarus will expand 8x8's contact center solution availability in the United Kingdom.
Posted September 02, 2020

UJET and Zendesk have unified data and workstreams between their two solutions.
Posted September 02, 2020
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