News Briefs

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product.
Posted November 15, 2019

The integration enables virtual agents and will include other artificial intelligence capabilities.
Posted November 15, 2019

Conversational artificial intelligence augments quality management with voice-enabled access to call and interaction reports, customer information, and service performance. (Featured on DestinationCRM.com.)
Posted November 14, 2019

The combination of Five9 and Whendu technologies will allow enterprises to move to the cloud rapidly by integrating workflows in real time.
Posted November 13, 2019

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
Posted November 12, 2019

Five9's App Marketplace features partners that offer technology across more than 10 contact center categories.
Posted November 12, 2019

CallJoy's virtual phone agent gets more automated, customizable, and scalable.
Posted November 12, 2019

Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019

Numonix has enhanced its call recording software for MiVoice Connect to support encrypted Mitel 400 Series IP phones.
Posted November 07, 2019

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Semafone Intelligence+ provides real-time data about payment transactions in the contact center.
Posted November 06, 2019

UJET SMS Adapter allows for the rapid deployment of smartphone capabilities and texting.
Posted November 05, 2019

The latest version of Mobile Agent offers enhanced calling features for field agents.
Posted November 05, 2019

Five9's Einstein Bot engages with customers, gathers their intent, and routes the interaction to an agent with all of the context preserved.
Posted November 01, 2019

Vonage today launched a number of solutions to help companies interact with customers and retain context during and after those interactions.
Posted October 30, 2019

NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019

Medallia integrates with ServiceNow and is available in the ServiceNow Store.
Posted October 30, 2019

Talkdesk adds Information Security Management and Business Continuity Management security certifications.
Posted October 30, 2019

Noble Gamification 2.0 adds mobile app and tools for employee recognition.
Posted October 30, 2019

Semafone's partnership with Unytalk unifies customer-facing cloud communications and omnichannel compliance solutions to secure payment transactions.
Posted October 29, 2019

Servion can offer any Cisco contact center solution to companies of all sizes, deployed on-premises, hosted, or in the cloud.
Posted October 23, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

iMachine powers OnviSource's advanced analytics, robotic process automation, and intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted October 22, 2019

Claro is now a reseller of Talkdesk's omnichannel contact center offerings.
Posted October 17, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

Noble Systems' latest patent covers technology that lets agents handle multiple contacts simultaneously.
Posted October 16, 2019

Zoom integration through Talkdesk Enterprise Cloud Contact Center fosters seamless, cross-department collaboration.
Posted October 15, 2019

8x8 is becoming a global reseller of PCI Pal's secure payments solutions for contact centers.
Posted October 15, 2019

SYNNEX and RingCentral bring cloud communications and contact center solutions to SYNNEX's U.S. channel partners.
Posted October 15, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Avaya IX Subscription Program delivers a flexible unified communications and contact center software consumption model
Posted October 09, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019

Avaya's IX-CC contact center offering will be hosted in Microsoft's Azure data centers,
Posted October 07, 2019

Integrations help contact centers manage their agents within Slack and Zendesk.
Posted October 04, 2019

Avaya is expanding its unified communications portfolio with Avaya Cloud Office by RingCentral.
Posted October 04, 2019

Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Through this partnership Unimonica can offer Zappix's Visual IVR, robotic process automation, and artificial intelligence to its clients.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

Boomi's new Conversational AI platform helps developers build chatbots that support any combination of business rules.
Posted October 02, 2019

Upland's acquisition of InGenius establishes a contact center productivity solution suite with native CRM agent communications, knowledge management, and customer sentiment analysis.
Posted October 02, 2019

Expanded conversational AI capabilities and tighter integrations round out Nuance's additions to its Intelligent Engagement Platform.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Semafone Cardprotect Voice+ now offers a secure voice capture component for payment transactions.
Posted September 30, 2019

Sugar Connect integrates customer experience activities with Microsoft Office 365 and Google G Suite. (Featured on DestinationCRM.com.)
Posted September 26, 2019
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