News Features

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

Digital transformation and dynamic customer requirements are propelling huge growth for contact centers, according to Future Market Insights.
Posted March 18, 2020

Avaya Agent for Desktop can transition contact centers to a flexible, work-from-home model.
Posted March 11, 2020

NICE inContact is providing free work-from-home module and free voice call ports for 211 and 311 organizations to handle increased interactions volume.
Posted March 11, 2020

Grand View Research expects the global market for contact center software to grow by nearly 20 percent per year for the next seven years.
Posted March 09, 2020

Zendesk's new product suites democratize service and sales software and provide additional insights to sales and support personnel. (Featured on DestinationCRM.com.)
Posted March 04, 2020

Easy On Hold offers tips and technology for helping worried inbound callers get answers fast.
Posted March 03, 2020

Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes. (Featured on DestinationCRM.com.)
Posted February 25, 2020

The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.
Posted February 19, 2020

The global conversational artificial intelligence market is expected to reach $15 billion by 2024, new research suggests.
Posted February 14, 2020

The use of artificial intelligence in contact centers is expected to generate nearly $3 billion by 2024, new research suggests.
Posted February 14, 2020

Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.
Posted February 14, 2020

NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution. (Featured on DestinationCRM.com.)
Posted February 06, 2020

Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo
Posted February 05, 2020

Messaging and customer service bots are expected to be high priority for contact centers through 2022.
Posted January 31, 2020

Mordor Intelligence expects cloud contact center deployments to increase 25 percent per year through 2025.
Posted January 30, 2020

Cisco today introduced an AI infusion, a new customer experience solution, and a new cloud contact center product. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Customer service ranked third on FlexJobs' list of career fields that allow employees to work from home.
Posted January 15, 2020

Virtual Agent is the first of Talkdesk's aggressive 20-in-20 release program to introduce more than 20 products in 2020.
Posted January 13, 2020

From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies.
Posted January 13, 2020

Being able to access critical information is ranked as one of the greatest problems for contact centers. (Featured on KMWorld.com.)
Posted January 08, 2020
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