News Briefs

The acquisition adds speech analytics and natural language technology to Evolve IP's cloud communications services.
Posted April 03, 2019

The Hammer Cloud Platform offers functional, regression, systems integration, performance, and customer experience testing within contact center environments and enterprise networks.
Posted April 03, 2019

Avaya is adding Nuance's AI-based conversational technologies to its Avaya IX Contact Center.
Posted April 02, 2019

Customer Assist lets companies automate chat and web support functions.
Posted April 02, 2019

Blue Panda's customer engagement platform now integrates with Microsoft Azure to improve the customer experience with artificial intelligence.
Posted March 27, 2019

UCx Contact Center delivers advanced features like customizable call routing, automatic call-backs, built-in call recording, and dynamic reporting.
Posted March 27, 2019

UJET has added text, chat, and feedback capabilities to streamline agent performance.
Posted March 27, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

CXone Packages add voice, intelligent routing for Salesforce digital channels, embedded workforce optimization, and speech/text analytics.
Posted March 21, 2019

AXS incorporates new metrics into traditional efficiency and effectiveness measures.
Posted March 20, 2019

Updates provide greater flexibility in how the contact center platform can be used.
Posted March 20, 2019

Vonage's new API services transform the unified communications and contact center experience with customizable capabilities.
Posted March 19, 2019

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019

8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019

Communications provider Voxbone has expanded its platform to deliver communications for business end users.
Posted March 19, 2019

Thrio will use VI's SIP trunking to fuel its contact center suite.
Posted March 19, 2019

Edify's configurable communications platform reaches beyond channels and across teams,
Posted March 19, 2019

CallMiner Visualize powered by Tableau adds graphical impact to speech analytics insights.
Posted March 18, 2019

The Showroom allows channel partners to resell white-labeled CPaaS apps and services, and developers to monetize the communications services they build.
Posted March 15, 2019

Next-generation bots can respond to contextual customer questions and provide intelligent conversational capabilities. (Featured on DestinationCRM.com.
Posted March 15, 2019

RingCentral Persist maintains services in the event of an internet outage at customer locations.
Posted March 13, 2019

Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019

Inference Studio 6.0 supports Google Dialogflow NLP and IBM Watson Tone Analyzer. (Featured on DestinationCRM.com.)
Posted March 12, 2019

TouchPoint One's new games include A-GAME Hoops and A-GAME Tiki Beach.
Posted March 07, 2019

CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019

Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019

Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations. (Featured on DestinationCRM.com.)
Posted February 28, 2019

The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence.
Posted February 27, 2019

Customer service teams can now respond to and engage with customers at scale in real time on the popular photo sharing app.
Posted February 27, 2019

8x8's PartnerXchange platform will help partners drive channel onboarding, enablement, and sales.
Posted February 27, 2019

Contact center solutions provider Quovim C3 becomes a top-tier Genesys partner for North America.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

BookingBug's latest integrations expand the platforms that companies can use to communicate with and get feedback from customers. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Tellius' Intelligent Conversational Analytics platform combines natural language processing and artificial intelligence to surface insights.
Posted February 26, 2019

The intelligent agent and artificial intelligence developer will get NVIDIA's help developing and marketing its technology.
Posted February 26, 2019

Conduent's collaboration with Microsoft expands the delivery of enterprise cloud offerings. (Featured on DestinationCRM.com.)
Posted February 26, 2019

NovelVox has expanded its solutions for the credit union contact center industry with its new Credit Union Unity series—Credit Union Unity Lite, Credit Union Unity Plus, and Credit Union Unity Advance.
Posted February 22, 2019

NICE inContact's cloud customer experience platform, CXone, is now available to NEC Australia customers.
Posted February 20, 2019

Contact center robotic process automation provider Intradiem complies with stringent security management standards.
Posted February 20, 2019

The new company brings together several contact center services providers that fell under the Bertelsmann and Saham labels. (Featured on DestinationCRM.com.)
Posted February 19, 2019

SOC 2 certification means that AnswerNet's contact center technology is protected against data loss.
Posted February 19, 2019

Avtex grows its customer engagement and contact center services business with its acquisition of AVDS.
Posted February 19, 2019

The investment will fuel company innovations in quality assurance and performance management.
Posted February 15, 2019

The acquisition of Red Ember expands TeleSpeak's communications offerings.
Posted February 13, 2019

The partnership combines Phonesuite's full-featured automated call distribution and IP PBX systems with Opulent's managed cloud services
Posted February 12, 2019

The partnership will bring messaging to the contact center.
Posted February 11, 2019

Calabrio has extended its Cisco SolutionsPlus Program participation with Calabrio ONE Cloud solution.
Posted February 08, 2019

Service Interruption Management eases call center pressure during service interruptions using Zappix Visual IVR, RPA Engine, and proactive Outbound Engagement. (Featured on DestinationCRM.com.)
Posted February 07, 2019
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