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 SpeechTechMag.com.)
Posted October 27, 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020
SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on DestinationCRM.com.)
Posted October 14, 2020
HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
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 DestinationCRM.com.)
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 DestinationCRM.com.)
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]7.ai Engagement Cloud is an integrated conversational AI platform for businesses. (Featured on SpeechTechMag.com.)
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 DestinationCRM.com.)
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
Genesys Engage Multicloud offers users a choice of cloud providers,, deployment models, integrations, and system capabilities.
Posted August 13, 2020
The VoiceFoundry acquisition adds Amazon Connect cloud contact center to TTEC's Humanify Cloud CX ecosystem.
Posted August 05, 2020
The Conversational Cloud creates an AI-powered command center for customer messaging conversations. (Featured on DestinationCRM.com.)
Posted August 04, 2020
NICE's Real-Time Interaction Guidance is powered by NICE Enlighten AI behavioral models to provide agent guidance during interactions.
Posted July 27, 2020
Native, on-demand HD video capability enables contact center agents to add video interaction from any channel.
Posted July 22, 2020
As customer journeys become more complicated, the workflows to address them need to be much simpler, a Calabrio speaker explains during the CX Network Contact Center seminar.
Posted July 20, 2020
AI-powered deep robotics promise to make bots faster, more durable, and easier to deploy, the company says. (Featured on DestinationCRM.com.)
Posted July 14, 2020
Aryaka and 8x8 partnership will accelerate digital transformation for organizations across global workplaces.
Posted July 09, 2020
RingCentral's Cloud PBX for Microsoft Teams features Direct Routing integration.
Posted June 30, 2020
Luma Knowledge is designed to improve user access to enterprise knowledge for service and support requests. (Featured on DestinationCRM.com.)
Posted June 25, 2020
Speakers at Forrester Research's CX North America online forum this week emphasized the need for companies to reorganize around customer expectations and brand value. (Featured on DestinationCRM.com.)
Posted June 18, 2020
8x8's Open Communications Platform offers telephony for Microsoft Teams, performance monitoring, and end-to-end interaction AI capabilities.
Posted June 10, 2020
Five9 partnered with Inference Solutions to launch its AI-powered intelligent virtual assistant for contact centers.
Posted June 05, 2020
ServiceNow outlined new products and partnerships at its Knowledge 2020 Digital Experience event to help financial services, telecommunications, and healthcare firms with digital transformations and workflow improvements.
Posted June 03, 2020
Amelia for Customer Care allows organizations to scale and enhance customer service.
Posted June 02, 2020
Integrations provide increased collaboration, voice connectivity, and embedded agent controls.
Posted May 26, 2020
Zappix On Hold Support allows customers to keep their spot in the traditional voice IVR queue while using Visual IVR to resolve issues on their own via self-service.
Posted May 21, 2020
As the pandemic shuttered offices, Verint solutions were able to help companies move to remote work with disruption, its CEO maintains. (Featured on DestinationCRM.com.)
Posted May 20, 2020
Ferguson has decades of leadership experience in the financial services sector. (Featured on DestinationCRM.com.)
Posted May 19, 2020
Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at an online event today. (Featured on DestinationCRM.com.)
Posted May 13, 2020
Five9 Digital Engagement includes more than 45 features for digital customer interactions.
Posted May 13, 2020
The chatbot market is projected to see compound annual growth of 22 percent over the next five years, Valuates reports. (Featured on SpeechTechMag.com.)
Posted May 07, 2020
Talkdesk continues its 20-in-20 innovations with two product innovations at its online event. (Featured on DestinationCRM.com.)
Posted May 06, 2020
AT&T AT&T Cloud Contact Center features technology from Five9 and AT&T's voice and collaboration tools. (Featured on DestinationCRM.com.)
Posted May 05, 2020
AudioCodes solution enables the rapid purchase and integration of phone numbers with virtual agents developed on Google Dialogflow.
Posted April 27, 2020
Medallia is acquiring speech-to-text, speech analytics, and voice biometrics provider Voci Technologies for $59 million. (Featured on DestinationCRM.com.)
Posted April 22, 2020
Verint's latest offerings address needs to improve workforce visibility, compliance, and productivity amid COVID-19 outbreak. (Featured on DestinationCRM.com.)
Posted April 13, 2020
Nemesysco customers cite the need to ensure business continuity while employees work from home during the coronavirus outbreak. (Featured on SpeechTechMag.com.)
Posted April 07, 2020
Operational continuity, staff morale, and customer demand are being most impacted by the global pandemic. (Featured on DestinationCRM.com.)
Posted March 31, 2020
Research finds that cost reduction and technological advancements are the most significant factors in AI's expected surge. (Featured on SpeechTechMag.com.)
Posted March 27, 2020
U-Haul's contact centers, armed with work-at-home agents and Verint technology, are helping college students whose schools have been shut down due to the coronavirus pandemic.
Posted March 26, 2020