News Briefs

Unika's new AI-search assistant enables customers to get answers and find information within seconds.
Posted January 16, 2019

System upgrades include a new Avaya headset portfolio and advanced Broadsoft UC feature support.
Posted January 16, 2019

RingCentral expands its customer engagement portfolio with Connect First acquisition.
Posted January 15, 2019

The deal brings together two call tracking solutions providers with global reach.
Posted January 15, 2019

Clients can now benefit from both qualitative and quantitative consumer insights.
Posted January 09, 2019

Accelerated incentives drive solution selling and cloud offerings for 2019.
Posted January 09, 2019

OnContact CRM 10.4 features an integration with Gmail and CTI capabilities.
Posted January 09, 2019

The private equity firm will invest more than $100 million in Aspect's business.
Posted January 03, 2019

During the next five years, the IVA market will achieve a 37 percent CAGR.
Posted January 02, 2019

With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underutilized sources.
Posted December 19, 2018

Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018

New investment will accelerate the expansion of Ada's AI-powered customer service platform into new global markets and industry sectors
Posted December 19, 2018

The AR-powered video assistance platform provider has released a video call app in the Salesforce App Exchange. (Featured on DestinationCRM.com.)
Posted December 18, 2018

Conversation Analytics Suite will allow users to analyze the speech on every call and act on the insight. (Featured on DestinationCRM.com.)
Posted December 18, 2018

With live in-call texting, customers can exchange photos, videos, and screenshots with customer support agents while on a call.
Posted December 18, 2018

Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018

Brekeke Call Center Suite now integrates with Zoho's cloud-based telephony integration platform, Zoho PhoneBridge. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Ozonetel has launched KooKoo Interactive Assistant, an omnichannel widget to run voice calls and chat sessions in parallel. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Fonolo's new features support increased security, reporting, customization, and accessibility.
Posted December 07, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

Voci's new technology helps companies develop apps to prevent fraud, safeguard privacy, and improve customer experiences. (Featured on DestinationCRM.com.)
Posted December 05, 2018

Acquisition provides Everise and C3 with Internet of Things (IoT) customer service capabilities.
Posted December 05, 2018

New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018

The latest release works with the entire Speakeasy AI suite to allow customers to switch from IVR to chat and/or IVR to bot.
Posted December 05, 2018

The integration brings Aspect's Workforce Optimization to Amazon Connect cloud-based contact center. (Featured on DestinationCRM.com.)
Posted December 03, 2018

With this partnership, contact centers gain access to payment processing options through interactive voice response and mobile SMS.
Posted November 28, 2018

The partnership will provide a comprehensive cloud-based contact center solution with next-generation self-service. (Featured on DestinationCRM.com.)
Posted November 28, 2018

The acquisition expands Marchex's conversation analytics capabilities across both voice and text solutions.
Posted November 27, 2018

The integration between Sprout Social and HubSpot will help bridge the gap between companies' marketing and customer care teams. (Featured on DestinationCRM.com.)
Posted November 15, 2018

Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018

NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018

SmartAction is compatible with key Avaya contact center solutions.
Posted November 12, 2018

Guru Voice-to-Knowledge analyzes voice communications and searches for supporting knowledge to help support agents deal with customers. (Featured on DestinationCRM.com.)
Posted November 12, 2018

New inbound and outbound capabilities round out the enhancements to DialerAI
Posted November 12, 2018

Academy offers instructions for building chatbots to cover a variety of business use cases. (Featured on DestinationCRM.com.)
Posted November 12, 2018

New research from Frost & Sullivan uncovers a surge in new technology investments.
Posted November 07, 2018

ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018

Marchex extends its conversational data assets with its acquisition of Telmetrics. (Featured on DestinationCRM.com.)
Posted November 06, 2018

The integration allows Amazon Connect to dip into Kustomer's data set to pull up customer information before agents take the call.
Posted October 31, 2018

Proactive, multilingual artificial intelligence adds to LogMeIn's customer engagement capabilities. (Featured on DestinationCRM.com.)
Posted October 31, 2018

ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018

CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018

Vonage has integrated its Business Inbox feature with Facebook Messenger,
Posted October 25, 2018

The new partnership brings Zappix's Visual IVR technology to more retail segments.
Posted October 24, 2018

Avtex will bring Daon's mobile biometric authentication to the contact center and IVR.
Posted October 24, 2018

Aspect enlists the help of telecom technology services distributor Telarus.
Posted October 24, 2018

Bright Pattern's integration with Loxysoft brings workforce management to VIPdesk Connect.
Posted October 23, 2018

OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018

Cisco customers and partners can now access Teleopti's cloud workforce management solution on the Cisco Systems global price list.
Posted October 22, 2018

The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018
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