News Briefs

A research report projects the European contact center transformation market to grow at a compounded annual rate of 16.5 percent through 2026.
Posted September 28, 2020

LivePerson Performance Optimizer is a self-service tool to measure and manage conversational operations. (Featured on DestinationCRM.com.)
Posted September 24, 2020

Luma 2.5 is a virtual agent for customer service. (Featured on DestinationCRM.com.)
Posted September 24, 2020

Zappix and HGS Digital are partnering to bring virtual assistants and payment bots to contact centers. (Featured on DestinationCRM.com.)
Posted September 24, 2020

ServiceNow has deepened its integration with Microsoft Teams.
Posted September 23, 2020

The cloud communications provider opens a new office in Hamburg.
Posted September 23, 2020

Daisee's quality management solutions are also integrated with Genesys Cloud. (Featured on SpeechTechMag.com.)
Posted September 22, 2020

PagerDuty for Customer Service helps agents resolve customer issues and collaborate with technical teams in real time. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Cogito's AI Coaching System integrates with Amazon Connect to provide in-the-moment behavioral guidance and measurement to call center employees. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Automated Shift Fill 5.0 includes new intelligent automated functionality.
Posted September 22, 2020

8x8 has inked a strategic VAR channel partnership with Spectrotel .
Posted September 16, 2020

CoreDial's eZuce acquisition brings additional capabilities to CoreDial's CoreNexa platform.
Posted September 16, 2020

Five9 VoiceStream is a cloud-to-cloud media streaming service for securing contact center voice data.
Posted September 16, 2020

Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020

Plum Voice SecureAssistant masks credit card information from contact center agents and recording systems.
Posted September 16, 2020

With Voximplant Kit, companies can deploy omnichannel, speech-enabled contact centers in minutes. (Featured on DestinationCRM.com.)
Posted September 15, 2020

Call Journey has released CJ V6.5, offering greater transcription accuracy for its conversation analytics solutions. (Featured on SpeechTechMag.com.)
Posted September 14, 2020

Microsoft Azure customers worldwide can now access ID R&D's voice biometric and voice anti-spoofing capabilities.
Posted September 09, 2020

Integration resolves user concerns proactively, eliminating call center queries.
Posted September 09, 2020

Hammer Ohm introduces VoiceRNA scoring to measure call quality. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

Speech recognition lets callers speak payment details securely. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

A growing use of speech recognition tools are driving growth, TMR's latest report concludes. (Featured on SpeechTechMag.com.)
Posted September 08, 2020

Medallia pulls in contact center coaching automation platform provider Stella Connect for $100 million.
Posted September 04, 2020

A-GAME Gridiron 2020 Performance Challenge is a fantasy football-style gamification solution for remote and office-based customer care, support, and sales agents.
Posted September 04, 2020

Joint go-to-market effort for Smarsh Enterprise Archive, Supervision and Discovery is designed to grow its Microsoft Office 365 footprint in financial services.
Posted September 03, 2020

Numonix IXCloud and Ribbon Session Border Controllers deliver seamless interaction recording for Microsoft Teams users.
Posted September 03, 2020

Unbabel is partnering with Carnegie Mellon University and others to research multilingual AI assistants for customer service chat.
Posted September 03, 2020

TELUS International has completed its buy-out of Xavient Digital and launched a homegrown intelligent bot platform.
Posted September 02, 2020

Call Journey's partnership with Microsoft brings conversational analytics to Microsoft's ecosystem of business applications.
Posted September 02, 2020

Telarus will expand 8x8's contact center solution availability in the United Kingdom.
Posted September 02, 2020

UJET and Zendesk have unified data and workstreams between their two solutions.
Posted September 02, 2020

PinPoint's speech-to-text provides automatic transcription of Spanish contact center recordings for analytics applications.
Posted September 01, 2020

Aspect Via 20 features a new interface, mobile capabilities, and a Salesforce integration.
Posted August 28, 2020

Service Experience Quickstart for ServiceNow helps companies capture and act on customer feedback in ServiceNow CSM.
Posted August 28, 2020

Contact Cloud lets businesses discover effective marketing campaigns and use that data to automate call flows and power their call centers.
Posted August 26, 2020

The combined solution uses artificial intelligence and speech and text analytics to score interactions on communication, compliance, and conduct.
Posted August 26, 2020

Speechmatics and Prosodica partner to use any-context speech recognition to generate insights from call center speech data. (Featured on SpeechTechMag.com.)
Posted August 25, 2020

DVSAnalytics' Interaction Analytics offers desktop and speech analytics in a cloud-based platform.
Posted August 25, 2020

New integration enables Cyara to test Twilio Flex agent routing and data-passing functionality.
Posted August 20, 2020

Lifesize is using Kaptivp's technology to build a contact center collaboration tool.
Posted August 20, 2020

MarketsandMarkets expects conversational AI to grow from a $4.9 billion market to $13.9 billion in the next five years.
Posted August 19, 2020

Live chat, secure payments, and Microsoft Teams and Vonage Virtual Assistant integrations round out the increased functionality in Vonage Contact Center.
Posted August 19, 2020

IstTek is bringing its speech and contact center solutions to the European market. (Featured on SpeechTechMag.com.)
Posted August 18, 2020

Caperio uses AI and speech analytics to improve remote and on-site agent performance. (Featured on SpeechTechMag.com.)
Posted August 18, 2020

Vonage's collaboration with Microsoft has led to Vonage Contact Center for Microsoft Dynamics 365. (Featured on DestinationCRM.com.)
Posted August 18, 2020

J.D. Power launched Conversation Analyzer built on the Tethr platform. (Featured on DestinationCRM.com.)
Posted August 17, 2020

Enhanced integrations and go-to-market strategies highlight the latest deal between Kustomer and UJET.
Posted August 13, 2020

Intercom has added automation and reporting capabilities to its Business Messenger and Inbox customer support offerings.
Posted August 12, 2020

NovelVox has added customer information and call management functionality to its call center solutions.
Posted August 12, 2020

CallMiner and Intradiem are teaming up to provide behavioral insights to contact centers. (Featured on SpeechTechMag.com.)
Posted August 11, 2020
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