News Briefs

Aspect Software Secures PCI Level 1 Certification for Aspect Via™ in North America
Posted January 18, 2018

The integration links the ServiceNow IT Service Management and Customer Service Management with Genesys PureEngage.
Posted January 17, 2018

Zendesk brings omnichannel customer support solutions to the Shopify Plus platform. (Featured on DestinationCRM.com.)
Posted January 17, 2018

CTI Adaptor integrates legacy or on-premises telephony and CRM systems for increased engagement visibility.
Posted January 16, 2018

NICE's GDPR Compliance Center simplifies the implementation of data governance processes to help contact centers comply the General Data Protection Regulation.
Posted January 12, 2018

Weston has added Skype for Business support to its Symphony 7 recording and analytics platform.
Posted January 11, 2018

The partnership will help financial firms upgrade customer self-service experience through artificial intelligence and machine learning.
Posted January 09, 2018

Cogito Dialog now evaluates behavioral signals, provides live guidance to phone representatives.
Posted January 09, 2018

The name change reflects the company's new digital focus and expanded service offerings.
Posted January 09, 2018

Dennis Fois will lead the company after serving as CEO at Rant & Rave. (Featured on DestinationCRM.com.)
Posted January 08, 2018

The call center solutions and location-based workflow providers partner to deliver improved agent use of data-visualization for ServiceNow.
Posted January 04, 2018

Brand Embassy provides a digital customer care platform extending CXone AI and chatbot functionality.
Posted January 03, 2018

Service uses WebRTC to connect callers to the right contact center options or agents.
Posted January 02, 2018

Blueworx Voice Response 7.4 for Linux offers a new web interface for simpler application management. (Featured on SpeechTechMag.com).
Posted December 22, 2017

Kosovo is the latest location in the company's European expansion plans.
Posted December 20, 2017

eGain launches Solve for Salesforce.com to help customer service agents with context.
Posted December 20, 2017

The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017

CallMiner is adding its Eureka analytics platform to IPI's contact center offerings.
Posted December 14, 2017

[24]7.ai's Fall 2017 Release adds support for Business Chat and Vivid Speech functionality that augments IVR with visual interactions.
Posted December 13, 2017

Edgewood Networks' customers will now be able to deploy Passage.AI's chatbot solution.
Posted December 13, 2017

Unimax upgrades the latest version of its unified communications management software products to be compatible with Cisco Unified Contact Center Enterprise, Unified Contact Center Express, and Polycom phones.
Posted December 13, 2017

Sightcall has integrated its video assistance product with Zendesk's customer support software.
Posted December 13, 2017

IMImobile will provide omnichannel chat on the NICE inContact CXexchange.
Posted December 12, 2017

Integration allows contact centers to use insights on inbound callers to provide better customer experiences.
Posted December 11, 2017

Enghouse Interactive's server-less platform empowers Microsoft Office 365 users with contact center functionality.
Posted December 05, 2017

SmartAction offers its conversational self-service platform for NICE inContact CXone users through the CXexchange.
Posted December 05, 2017

Contact center outsourcing firm Alorica is opening facilities in China and Japan to handle demand for services in Asia.
Posted December 04, 2017

After 15 years of providing TrueACD Queues to users of the VirtualPBX Office Platform, new streamlined ACD Queues are now available for the Dash VoIP business phone system.
Posted December 01, 2017

EPIC Connections is providing RapidCheck Assessment to extend CXone Workforce Optimization for CXone users.
Posted December 01, 2017

Mobility and digital assistants help employees manage work schedules, track performance, and simplify engagement.
Posted November 30, 2017

AWS users can now order and provision the SpiceCSM platform and enable their own Customer Engagement Hub, complete with out-of-the-box Amazon Connect integration.
Posted November 30, 2017

Plum's AI-powered IVR applications automate customer inquiries using conversational natural language processing to improve the customer self-service experience
Posted November 29, 2017

VoiceFoundry CTI Connector links Amazon Connect with ServiceNow.
Posted November 29, 2017

Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017

Bright Pattern has made its Contact Center for Oracle Service Cloud available in the Oracle Cloud Marketplace.
Posted November 28, 2017

Call centers can now use Pindrop's caller authentication solutions within their Amazon Connect environments.
Posted November 28, 2017

New features improve the agent experience.
Posted November 28, 2017

Telcos worldwide can expand their product portfolios with Genesys' PureCloud customer engagement solution.
Posted November 15, 2017

The company has received 30 patents so far this year, and more are still pending.
Posted November 15, 2017

Kronos's workforce management solution now includes Vocantas' communications technology for employee absence reporting, outbound automated shift call outs, and emergency notifications.
Posted November 14, 2017

Freshworks' Mint update simplifies the user experience for customers and agents. (Featured on DestinationCRM.com.)
Posted November 14, 2017

Through a strategic partnership with Convexus, NICE will bring its analytics-based software to the Peruvian contact center market. (Featured on SpeechTechMag.com.)
Posted November 13, 2017

Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017

NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences.
Posted November 09, 2017

noHold has given its Albert AI platform a voice through Google Assistant.
Posted November 08, 2017

Nuance's social media tool enables companies to unify customer service across omnichannel platforms.
Posted November 08, 2017

Conversocial and some of its customers have been given early access to the closed beta of Facebook Messenger customer chat.
Posted November 07, 2017

Dizzion is providing its virtual desktop application on CXexchange Marketplace.
Posted November 06, 2017

Customer service agents can now benefit from live behavioral guidance and emotional intelligence. (Featured on DestinationCRM.com.)
Posted November 02, 2017

Customer care platform enhancements let companies conduct social messaging and surveying.
Posted November 02, 2017
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