News Briefs

TELUS' new omnichannel customer support solution connects customers to more knowledgeable agents.
Posted June 06, 2017

The deal enables Jenne to add 8x8 cloud-based unified communications, team collaboration, contact center solutions to its portfolio.
Posted June 01, 2017

Avaya has validated a portfolio of desktop and conference phones with the BroadSoft BroadWorks platform for use by service providers.
Posted May 31, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

The bots involved help Cisco users find answers about Cisco Spark and WebEx.
Posted May 31, 2017

CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017

New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.
Posted May 24, 2017

Support personnel can remotely assist customers with a live view of their iOS, Android, and other device screens.
Posted May 24, 2017

Noble Secure Payment Assist lets agents assist customers while masking financial information during transactions.
Posted May 24, 2017

Enacomm Voice Authentication lets credit unions provide a secure solution for personal banking. (Featured on SpeechTechMag.com.)
Posted May 23, 2017

Genesys' G-NINE is powered by blended artificial intelligence, smart micro apps, and a proactive human touch.
Posted May 23, 2017

TrulySecure receives updated deep learning algorithms that boost its accuracy and liveness detection.
Posted May 17, 2017

The latest self-service release empowers users to better align monitoring and dynamic business demands.
Posted May 17, 2017

The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017

Clouid contact center solutions provider Five9 ois making its products available in the ServiceNow Store.
Posted May 12, 2017

[24]7 expands its geographic footprint through an agreement with one of the largest business process outsourcers in Latin America.
Posted May 11, 2017

ServiceNow has updated its Customer Service Management solution with ServiceNow Communities, a social app that provides each user with a personalized experience.
Posted May 10, 2017

The two companies will offer contact center management and workforce optimization together on Amazon Web Services.
Posted May 10, 2017

NICE Digital Containment optimizes customer experience and contact center cost-effectiveness by using customer journey analytics to minimize cross-channel transfers.
Posted May 10, 2017

The partnership allows users of inContact's cloud contact center software to add conversational chatbot technology.
Posted May 09, 2017

The Univerge Blue cloud contact center is based on Enghouse Interactive CCSP and available as part of the unified communication suite from NEC Canada.
Posted May 09, 2017

Bright Pattern has launched applications, including screen pop and a chatbot API, on the ServiceNow platform.
Posted May 09, 2017

The move expands Zendesk's product portfolio for customer communications.
Posted May 04, 2017

Knoah Rebrands TotalAssure as TotalAssurance for customer experience and agent performance monitoring.
Posted May 04, 2017

Guide delivers collective knowledge and machine learning technology for customer service.
Posted May 03, 2017

LiveEngage for Bots is an enterprise bot management platform.
Posted May 03, 2017

Aspect CXP 17 helps users develop customer service chatbots and IVR systems.
Posted May 03, 2017

New features enable video, audio, and screen sharing capabilities.
Posted May 02, 2017

Mark III's Cognitive Call Center help agents identify, filter, analyze, and act on inbound and outbound calls.
Posted May 02, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

Marchex Speech Analytics fuels analysis of inbound phone calls. (Featured on SpeechTechMag.com.)
Posted April 28, 2017

Amplify is a near real-time speech-to-text analytics platform that uses machine learning to react to data it analyzes. (Featured on SpeechTechMag.com
Posted April 28, 2017

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

WebText's integrates its messaging app with Oracle Service Cloud.
Posted April 26, 2017

Anywhere365's integrated Skype for Business contact center pushes customer base with the latest release.
Posted April 21, 2017

Latest release enables inContact users to drive business results in their contact centers.
Posted April 20, 2017

Zang Workflow features a drag-and-drop development environment for creating smart communication apps and workflows.
Posted April 19, 2017

The communications platform-as-a-service provider has opened up its application programming interfaces to allow developers to add communications functions to any mobile and web app.
Posted April 19, 2017

Technology allows sharing of visual and other data in real time during calls.
Posted April 19, 2017

Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution.
Posted April 18, 2017

Infinium Global Research predicts the market will more than double in the next five years.
Posted April 12, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

PlanetOne Becomes a RingCentral Premier Master Agent Partner to transition enterprises to cloud communication solutions.
Posted April 12, 2017

MiaRec has been certified for use with Avaya Aura Communication Manager 7.0, Avaya Aura Session Manager 7.0, and Avaya Session Border Controller for Enterprise (SBCE) 7.1.
Posted April 12, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting. (Featured on DestinationCRM.com.)
Posted April 11, 2017

Aspect Software launches its Via customer engagement platform in Europe.
Posted April 11, 2017

Dizzion's virtual desktops can now be integrated into inContact's cloud contact center software.
Posted April 06, 2017
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