News Briefs

Lifesize and Serenova announced a united corporate brand following their merger in March.
Posted June 19, 2020

Scoring, detection, and mitigation cloud service provides always-on communications security for company networks and contact centers. (Featured on DestinationCRM.com.)
Posted June 17, 2020

eGain Messaging Hub harmonizes messaging across bots and live agents.
Posted June 17, 2020

Genesys has named Amazon Web Services the preferred cloud provider for Genesys Cloud customer experience and contact center platform.
Posted June 17, 2020

Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

Company further strengthens its direct and partner sales channels with its cloud contact center solutions. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

UiPath now offers always-on, scalable conversational capabilities combined with automation on the most popular global messaging channels.
Posted June 16, 2020

Servion has completed several Cisco certifications and can now sell, install, and manage Cisco contact center and collaboration products in the United Kingdom.
Posted June 15, 2020

IXCloud records, stores, and analyzes interactions over Microsoft Teams without physical or virtual servers.
Posted June 11, 2020

Noble adds features to its contact center employee engagement platform.
Posted June 11, 2020

The latest version of the Optanix Platform delivers new capabilities for unified communications.
Posted June 09, 2020

New capabilities help companies staff their contact centers while still complying with social distancing, workspace hygiene checks, and workforce assignment rules.
Posted June 09, 2020

The partnership brings together cloud-based contact center and unified communications platforms.
Posted June 08, 2020

New features enhance the mobility of contact center agents and subject matter experts.
Posted June 04, 2020

Remote Support includes an AR camera, screen sharing, and real-time voice chat in one app. (Featured on DestinationCRM.com.)
Posted June 03, 2020

Pega Process Fabric is designed to weave together disparate technologies to improve customer, employee, and partner experiences. (Featured on DestinationCRM.com.)
Posted June 02, 2020

Research firm MarketsandMarkets expects the CEM market to grow from $7.75 billion to $14.5 billion by 2024. (Featured on DestinationCRM.com.)
Posted June 02, 2020

New capabilities are added to Empirix's Hammer Cloud platform for network, infrastructure, and application testing and monitoring.
Posted May 28, 2020

Integrations extend UJET's ability to protect the identities of contact center workers and customers.
Posted May 27, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020

Sytel Global Compliance helps contact centers manage consumer opt-outs.
Posted May 26, 2020

NICE inContact and Zendesk continue working together to support remote contact center teams.
Posted May 21, 2020

Talkdesk adds quality management, call and screen recording, and speech analytics to its WEM suite.
Posted May 21, 2020

The Luma 2.X Series sets the stage for increases in automation and knowledge management.
Posted May 20, 2020

IDFraud Contact Center uses voice biometrics to help telcos prevent new subscriber fraud. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Genesys is the first to integrate with both Zoom Phone and Zoom Meetings. (Featured on DestinationCRM.com.)
Posted May 19, 2020

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 2020

NICE is offering complimentary NEVA licenses and predefined use cases packaged with professional services to help organizations create automations to support employees. (Featured on DestinationCRM.com.)
Posted May 18, 2020

This new integration empowers sales and support agents to reply directly to messages from Facebook users within the CallTrackingMetrics app. (Featured on DestinationCRM.com.)
Posted May 15, 2020

Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features. (Featured on SpeechTechMag.com.)
Posted May 15, 2020

Rainier enables contact centers to become PCI-DSS-compliant overnight while keeping telephony systems on premises.
Posted May 14, 2020

The Cogito Dialog AI coaching is designed to support agents through higher call volumes.
Posted May 14, 2020

Maximus is partnering with Genesys to offer the Maximus Genesys Engagement Platform for government agencies. (Featured on DestinationCRM.com.)
Posted May 14, 2020

Reply will extend Kustomer's IQ Intelligence Platform with artificial intelligence, chatbot, and deflection capabilities. (Featured on DestinationCRM.com.)
Posted May 14, 2020

BabbleLabs Clear Edge for Client is speech enhancement software for remote workers in noisy environments.
Posted May 13, 2020

Virgin Media Business can now offer 8x8's cloud communications platform to business customers across the United Kingdom.
Posted May 13, 2020

NovelVox's CX Infinity is a messaging and multichannel customer engagement platform. (Featured on DestinationCRM.com.)
Posted May 12, 2020

LogMeIn's Rescue Live Guide delivers seamless and secure co-browsing for customer support.
Posted May 12, 2020

Vonage Contact Center is integrated with ServiceNow's Customer Service Management solution to create Vonage Contact Center for ServiceNow.
Posted May 12, 2020

CallTower's Extended Response Program empowers businesses with risk-free access to cloud-based unified communications, collaboration, and contact center solutions.
Posted May 11, 2020

Automated FAQ Response lets companies respond to customer questions through WhatsApp for Business.
Posted May 08, 2020

Five9's new packaged applications are built on the Whendu platform and cover workflow automation. (Featured on DestinationCRM.com.)
Posted May 07, 2020

RingCentral's newest app lets users switch between devices and modes of communication, including team messaging, calling, and video meetings.
Posted May 06, 2020

RealPage's chatbot is part of Contact Center 3.0 to supplement limited on-site staffing.
Posted May 06, 2020

Agent-Expert Consultation allows contact center agents to bring subject matter experts into customer conversations via Zoom. (Featured on DestinationCRM.com.)
Posted May 05, 2020

New messaging tools allow businesses to communicate with customers and colleagues via texting. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Pega Customer Service Unified Messaging Edition centralizes messaging channels. (Featured on DestinationCRM.com.)
Posted May 05, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020
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