News Features

Service Cloud innovations enable companies to support agents working from home, in the field, or in a hybrid model in one system.
Posted April 21, 2021

MindTouch's technology and CXone Expert advance NICE's digital self-service capabilities.
Posted April 20, 2021

New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics.
Posted April 15, 2021

Microsoft will incorporate Nuance's technology in its cloud products for health care. (Featured on
Posted April 12, 2021

MarketsandMarkets expects the worldwide contact center software market to expand at a CAGR of almost 21 percent over the next five years.
Posted April 07, 2021

Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models.
Posted March 31, 2021

Vivantio's suite of customer service optimization software is designed specifically for SMBs in the B2B space.
Posted March 30, 2021

Research firm MarketsandMarkets projects the global voice biometrics market to reach $2.845 billion by 2024. (Featured on
Posted March 24, 2021

Thoma Bravo acquired speech and contact center software vendor Calabrio from fellow investment firm KKR. (Featured on
Posted March 23, 2021

8x8 Contact Center for Microsoft Teams allows organizations to integrate customer engagement and telephony capabilities with Microsoft Teams.
Posted March 15, 2021

The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021

Smart Choice's Smart Contact Center is a fully customizable. cloud-based contact center. (featured on
Posted March 09, 2021

Updates to Microsoft Dynamics include a slew of new capabilities and Teams integrations. (Featured on
Posted March 02, 2021

Allied Market Research foresees an 18.9 percent compound annual growth rate for contact center software for the next seven years. (Featured on
Posted February 16, 2021

Northridge Group finds consumers work too hard to get issues resolved. (Featured on
Posted February 05, 2021

8x8's Winter 2021 Release delivers customer engagement and cloud communications enhancements across its integrated platforms.
Posted January 29, 2021

Avaya's AI Virtual Agent Enhanced with Google Cloud DialogFlow CX, blends automated and assisted service to contact center interactions.
Posted January 27, 2021

Companies can access NICE inContact CXone contact center controls from Teams and use NICE Engage real-time recording to ensure compliance.
Posted January 26, 2021

Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on
Posted January 12, 2021

COVID-19 was the major headline-maker of 2020, but not all the news centered on the pandemic.
Posted January 08, 2021

Combining Confirmit and FocusVision will accelerate growth and innovation in customer insights.
Posted January 07, 2021

Sparkcentral brings advanced customer care conversations to the Hootsuite platform. (Featured on
Posted January 06, 2021

Deloitte's new contact center offering is powered by Salesforce Service Cloud Voice.
Posted December 18, 2020

Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on
Posted December 15, 2020

8x8's new release delivers work-from-anywhere insights and improved administrator and user experience.
Posted December 09, 2020

WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020

Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 2020

Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020

NICE Enlighten Fraud Prevention uses AI and voice biometrics to scan calls and identify fraudulent behavior.
Posted November 19, 2020

Clarabridge's text and speech analytics integrates with Oracle Cloud CX Service, connecting users to hundreds of feedback sources. (Featured on
Posted November 19, 2020

Contact centers have been slow to move to the cloud, but that effort is expected to grow dramatically through 2027, according to Mordor Intelligence.
Posted November 17, 2020

MarketsandMarkets pegs the current cloud contact center market at $11.5 billion and expects it to grow to $36.1 billion by 2025.
Posted November 06, 2020

The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies.
Posted November 02, 2020

The newest version gives agents more self-service control over their work schedules.
Posted October 27, 2020

Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on
Posted October 27, 2020

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on
Posted October 16, 2020

SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on
Posted October 14, 2020

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on
Posted October 09, 2020

Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.
Posted October 07, 2020

Talkdesk Remote and Talkdesk On The Go are cloud contact center solutions for at-home agents and mobile workforces.
Posted September 30, 2020

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange. (Featured on
Posted September 18, 2020

Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today. (Featured on
Posted September 17, 2020

Five9 Agent Assist provides consistent, detailed and precise call summaries.
Posted September 17, 2020

The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss.
Posted September 16, 2020

With the pandemic, extreme workforce agility has become the new normal, conference speakers contend.
Posted September 16, 2020

[24] Engagement Cloud is an integrated conversational AI platform for businesses. (Featured on
Posted September 15, 2020

EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020

Verified Calls offers reduction in mobile inbound call spam for consumers using Android devices.
Posted September 09, 2020

Genesys and Adobe are integrating Genesys Cloud with Adobe Experience Platform. (Featured on
Posted August 27, 2020

Amazon Web Services' Contact Center Intelligence is making it possible for companies to build and deploy AI into contact center workflows.
Posted August 18, 2020