News Briefs

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Avaya IX Subscription Program delivers a flexible unified communications and contact center software consumption model
Posted October 09, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019

Avaya's IX-CC contact center offering will be hosted in Microsoft's Azure data centers,
Posted October 07, 2019

Integrations help contact centers manage their agents within Slack and Zendesk.
Posted October 04, 2019

Avaya is expanding its unified communications portfolio with Avaya Cloud Office by RingCentral.
Posted October 04, 2019

Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Through this partnership Unimonica can offer Zappix's Visual IVR, robotic process automation, and artificial intelligence to its clients.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

Boomi's new Conversational AI platform helps developers build chatbots that support any combination of business rules.
Posted October 02, 2019

Upland's acquisition of InGenius establishes a contact center productivity solution suite with native CRM agent communications, knowledge management, and customer sentiment analysis.
Posted October 02, 2019

Expanded conversational AI capabilities and tighter integrations round out Nuance's additions to its Intelligent Engagement Platform.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Semafone Cardprotect Voice+ now offers a secure voice capture component for payment transactions.
Posted September 30, 2019

Sugar Connect integrates customer experience activities with Microsoft Office 365 and Google G Suite. (Featured on DestinationCRM.com.)
Posted September 26, 2019

The integration of Luma Automation and Virtual Agent delivers a solution for automating repetitive tasks via intelligent conversations.
Posted September 25, 2019

Sprinklr has added Smart Response Recommendations and Smart Response Compliance to its Sprinklr Intuition AI platform. (Featured on DestinationCRM.com.)
Posted September 24, 2019

New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate responses.
Posted September 24, 2019

Numonix has collaborated with Microsoft for Teams compliance recording.
Posted September 23, 2019

Conversica's latest release offers a new Conversation Editor, User Profiles for access controls, an expanded conversation library, and visualizations of conversation flows. (Featured on DestinationCRM.com.)
Posted September 19, 2019

Avaya adopts hybrid cloud solutions from IBM to expand Avaya ReadyNow private cloud.
Posted September 18, 2019

Daylight Express' natural language understanding powers customer feedback analytics.
Posted September 18, 2019

Kustomer's new WhatsApp integration expands the channels on which businesses can communicate with customers.
Posted September 18, 2019

Automata Version 3.0 provides options for atttended or unattended customer assistance, pre-packaged or customized workflows, rule-based or AI-driven decisioning, improved analytics, and server-based or desktop automation.
Posted September 18, 2019

Companies using Cisco's on-premises unified communications and contact center offerings can now upgrade their IVRs to cloud-based intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted September 17, 2019

Integrations with Splunk, Jira, and ServiceNow support issue resolution and instant scheduling with IT tracking systems.
Posted September 17, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

DIVA is a modular, edge- or cloud-based virtual assistant platform that offers companies everything they need to deliver a branded voice assistant ordering experience to customers. (Featured on SpeechTechMag.com.)
Posted September 11, 2019

Cyara's Accelerator, available on the Genesys AppFoundry, gives businesses another path to transition to PureCloud.
Posted September 10, 2019

Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019

ChoiceView transforms ordinary phone calls into voice with visual calls on Amazon Web Services.
Posted September 10, 2019

LG's new Proactive Customer Care blends human understanding with artificial intelligence.
Posted September 04, 2019

Address intelligence data from Logate joins IDology's flagship identity verification platform, ExpectID.
Posted September 04, 2019

UJET maintains industry standards for data protection.
Posted September 04, 2019

Glassbox users can now replay sessions in real time directly in Salesforce. (Featured on DestinationCRM.com.)
Posted September 04, 2019

Partnerships with Converged Communication Network Applications and Byte open the Australian market for NICE inContact.
Posted August 29, 2019

Integration makes Sparkcentral's messaging solutions available on the Freshworks Marketplace for Freshdesk.
Posted August 28, 2019

NICE inContact's CXone Workforce Optimization is certified for use by government contact centers.
Posted August 28, 2019

Cisco's acquisition of CloudCherry will allow it to expand into cloud data analytics for contact centers.
Posted August 26, 2019

The partnership will expand opportunities for AI in contact center operations.
Posted August 26, 2019

Innov8tif will incorporate ID R&D's fully passive anti-spoofing biometric solution into its EMAS eKYC solution
Posted August 26, 2019

The integration of Ytel's CPaaS offering gives users more control over the voice output of their interactive voice response systems.
Posted August 23, 2019

The investment from Siris brings new resources to contact center, unified communications, and managed IT services provider TPx Communications.
Posted August 21, 2019

BenchmarkPortal's annual award recognizes the top 10 percent of the nation's call centers.
Posted August 21, 2019

Appen has launched feature updates for its AI training data solution. (Featured on DestinationCRM.com.)
Posted August 19, 2019
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