News Briefs

Patents cover a number of contact center and speech analytics applications.
Posted August 01, 2016

Ytel's message360° API provides Zoho CRM customers with multichannel capabilities.
Posted August 01, 2016

The integration between noHold and ServiceNow brings together virtual assistants and knowledge bases. (Featured on DestinationCRM.com.)
Posted August 01, 2016

Freeman contact center recognized for providing an outstanding live phone channel customer service experience for the seventh consecutive year.
Posted July 27, 2016

Flok's AI chatbots let local businesses and consumers connect in new ways.
Posted July 26, 2016

The consulting firm in a new report said that omnichannel customer service will not be an option by 2020. (Featured on DestinationCRM.com.)
Posted July 26, 2016

Genesys announces an investment from Hellman & Friedman at $3.8 billion valuation. (Featured on .)
Posted July 26, 2016

The solution uses analytics to make dynamic, customer-centric authentication decisions.
Posted July 21, 2016

VHT will move CallPromise's call-back technology to the VHT Cloud.
Posted July 20, 2016

Research firm MarketsandMarkets expects the natural language processing market to reach $16 billion in five years. (Featured on SpeechTechMag.com.)
Posted July 20, 2016

Voci and TopBox have teamed up to provide voice-based root cause analysis of contact center interactions. (Featured on SpeechTechMag.com.)
Posted July 15, 2016

Numonix adds Intelligent Scenario Routing to Recite interaction recording for Microsoft's Skype for Business.
Posted July 14, 2016

Blueworx Voice Response 7 is an extension of IBM's WebSphere Voice Response for AIX 6.1.
Posted July 14, 2016

Enghouse Interactive's CCSP 7.2 brings enhanced usability, Gadget API integration, and a connector for Skype for Business.
Posted July 13, 2016

Inbenta's Chatbot Development Platform enables businesses to deploy artificial intelligence customer support for Web sites, Facebook Messenger, and Skype.
Posted July 13, 2016

Fonolo was awarded a U.S. patent for its call-back technology for the contact center.
Posted July 13, 2016

Innovations relate to networked contact centers, user-configurable data storage, and distributed conferencing.
Posted July 13, 2016

NICE extends its unified communications capture capabilities with the latest release of Skype for Business recording.
Posted July 07, 2016

Convergys' acquisition of the largest owner-operated customer management company in Germany expands its European footprint.
Posted July 07, 2016

IR Prognosis for UC enables organizations to evaluate, troubleshoot, and prepare network and connectivity to Microsoft Office 365 and Skype for Business Online.
Posted July 06, 2016

Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016

The partnership will add Radish's ChoiceView visual IVR technology to inContact contact center deployments.
Posted July 01, 2016

ContactWorld enhancements include new user interfaces, greater personalization, and performance, efficiency, and infrastructure upgrades.
Posted June 30, 2016

Nixxis' partnership with Autom8 extends distribution into the United Kingdom.
Posted June 30, 2016

INI AudioMenus, an application that creates full-featured IVR menus and announcement,s is compatible with key Avaya customer engagement solutions.
Posted June 30, 2016

V-Person integration with Facebook Messenger and other chat platforms enables companies to provide consistent omnichannel engagement on emerging customer touchpoints.
Posted June 30, 2016

CafeX's new products help contact centers create live omnichannel interactions within mobile and Web applications.
Posted June 30, 2016

SAP Hybris Service Engagement Center incorporates classic and community-based customer service engagement,
Posted June 29, 2016

Empirix Customer Care provides dedicated analytics and troubleshooting capabilities for tech support personnel.
Posted June 29, 2016

CallFire and CFB Strategies will work together to provide voice and text solutions to political and nonprofit organizations.
Posted June 29, 2016

The partnership will allow Five9's contact center solutions to be available to a wider breadth of customers. (Featured on SpeechTechMag.com.)
Posted June 28, 2016

Resellers can now provide basic CCaaS or develop custom call center applications with open API
Posted June 28, 2016

Noble Systems provides a new solution for the product distribution software specialist.
Posted June 23, 2016

NICE and Speakerbus announce a strategic technology partnership to ensure secure integration of recording and voice communication.
Posted June 23, 2016

Five9 and Calabrio announce strategic partnership to offer contact center software plus workforce optimization with analytics.
Posted June 21, 2016

CallTrackingMetrics' Smart Routing helps businesses route inbound phone calls to increase sales and customer satisfaction. (Featured on DestinationCRM.com.)
Posted June 21, 2016

MiaRec has released a multilingual interface for its call recording and quality management solutions.
Posted June 21, 2016

The Joint Interoperability Test Command has placed CIC version 2016 R2 on the Department of Defense's Approved Product List.
Posted June 20, 2016

Toshiba's UCedge Essentials brings the power of unified communications and mobility to IPedge users.
Posted June 17, 2016

CallVU joins network of companies that leverage Avaya customer and team engagement capabilities.
Posted June 17, 2016

Live Chat Performance Management lets companies collect and act on feedback related to Web chat.
Posted June 15, 2016

Avaya Workforce Optimization Select is specifically designed for contact centers at midsized companies.
Posted June 14, 2016

BETSOL will provide contact centers with Lionbridge's GeoFluent real-time translation technology.
Posted June 14, 2016

Nixxis ensures compliance with Payment Card Industry standards for customer data protection in contact centers.
Posted June 14, 2016

The Altitude Xperience is a complete cloud-based contact center solution.
Posted June 10, 2016

DigiCX customer engagement solutions provide a unified approach to balance customer experiences and cost transformation
Posted June 09, 2016

The NuBot contact center performance testing platform Version 4.0 has arrived.
Posted June 09, 2016

Plantronics' latest headsets round out the EncorePro series of products for contact center agents.
Posted June 07, 2016

Avaya Oceana is powered by the Oceanalytics customer journey insights tool.
Posted June 06, 2016

The partnership enables Ytel Cloud Contact Center users to process payments through the Govolution platform.
Posted June 03, 2016
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