News Features

Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
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 DestinationCRM.com.)
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 DestinationCRM.com.)
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 DestinationCRM.com.)
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 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
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