News Features

Valuates Reports expects the conversational AI market to grow by a 20 percent CAGR through 2030. (Featured on SpeechTechMag.com.)
Posted October 14, 2021

Genesys has agreed to acquire Pointillist and Exceed.ai to enhance its offerings and transform customer and employee experiences across marketing, sales, and service. (Featured on DestinationCRM.com.)
Posted October 07, 2021

Customer service representatives have a hard job, and they deserve recognition more than one week per year. (Featured on DestinationCRM.com.)
Posted October 06, 2021

Five9's shareholders fail to approve the $14.7 billion sale to Zoom announced in July. (Featured on DestinationCRM.com.)
Posted October 01, 2021

Amazon Connect Wisdom, Connect Voice ID, and automated outbound communications for calls, texts, and emails are available to contact centers in the latest Amazon Connect updates.
Posted September 27, 2021

MarketsandMarkets expects the customer communications management market to nearly double in the next five years. (Featured on DestinationCRM.com.)
Posted September 22, 2021

Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

Our 20th annual awards recognize the vendors, including those in the contact center space, that shined the brightest during the past year.
Posted September 07, 2021

Gartner says customer service to significantly increase investments in chatbots, AI, and analytics. (Featured on DestinationCRM.com.)
Posted August 25, 2021

The American Customer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern. (Featured on DestinationCRM.com.)
Posted August 20, 2021

Companies look to conversational AI to provide 24/7 support, Dimensional Research reports. (Featured on SpeechTechMag.com.)
Posted August 18, 2021

NICE's Enlighten XO uses advanced artificial intelligence for creating conversational intelligence to power smart self-service across digital channels.
Posted August 18, 2021

Conversocial gives Verint added social and messaging channels and conversational AI capabilities. (Featured on DestinationCRM.com.)
Posted August 10, 2021

Amazon Transcribe Call Analtics lets companies glean insights from customer conversations with a single API call. (Featured on SpeechTechMag.com.)
Posted August 04, 2021

Qualtrics' acquisition of Clarabridge will enable companies to capture, analyze, and act on all forms of customer and employee feedback. (Featured on DestinationCRM.com.)
Posted July 29, 2021

Gartner survey reveals rampant agent disengagement, leading to poor customer experiences and economic costs.
Posted July 26, 2021

Talkdesk's new methodology helps organizations pinpoint the most critical CX strategies for their unique business needs.
Posted July 22, 2021

Zoom's communications platform will be augmented with Five9's intelligent cloud contact center software. (Featured on DestinationCRM.com.)
Posted July 19, 2021

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 08, 2021

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss service challenges many customer-facing organizations face, and how TechStyle Fashion Group mastered them with intelligent virtual assistants in this clip from their presentation at CX Connect 2021.
Posted July 07, 2021

Bespoken Chief Evangelist Emerson Sklar outlines the essential goals of modern, AI-powered IVR--reduced cost, increased throughput, and improved customer satisfaction--and the challenges organizations face in reaching those goals in this clip from his presentation at CX Connect 2021.
Posted July 06, 2021

First Orion's Sara Hurst and Kent Nicholas explain how to deploy the right KPIs to measure the success of outbound call centers and branded customer communications in this clip from their presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 02, 2021

Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.
Posted June 30, 2021

Companies will need agility in technology, staffing, and processes to deal with changes brought on by COVID-19, speakers said on day two of Genesys' xPerience virtual event. (Featured on DestinationCRM.com.)
Posted June 25, 2021

Amid the pandemic and beyond, empathetic customer experience trumps everything else, Tony Bates, Genesys' CEO, said in his keynote at Genesys Xperience 21 virtual conference Wednesday. (Featured on DestinationCRM.com.)
Posted June 24, 2021

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss how TechStyle Fashion Group made CX more manageable through conversational AI and sold stakeholders on the solution in this clip from their presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted June 23, 2021

Replicant Head of Product Meghna Suresh explains how to deploy conversational analytics and more to deliver world-class Voice AI experiences in this clip from her presentation at CX Connect 2021. (Featured on SpeechTechMag.com.)
Posted June 22, 2021

Consumers today will not hesitate to switch companies after a bad experience, so good experiences can be a real differentiator, executives from Kustomer told CX Connect attendees. (Featured on DestinationCRM.com.)
Posted June 18, 2021

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say. (Featured on DestinationCRM.com.)
Posted June 16, 2021

AI enables contact centers to handle the high volume of interactions and related data at scale, event participants repeated throughout day one of CX Connect. (Featured on DestinationCRM.com.)
Posted June 16, 2021

Customer experience leaders need to gather the right data to prove the value of CX initiatives, Forrester analyst says during opening keynote on the second day of Forrester's CX North America event. (Featured on DestinationCRM.com.)
Posted June 08, 2021

"Customer obsession is bigger than you, but it can't be done without you," Forrester CX North America keynoter maintains. (Featured on DestinationCRM.com.)
Posted June 07, 2021

MarketsandMarkets projects a 22.8 percent compound annual growth rate for voice biometrics over the next five years. (Featured on SpeechTechMag.com.)
Posted June 01, 2021

Companies must be prepared to serve customers who got things done digitally for the past year, speakers asserted on Day 2 of NICE Interactions 2021. (Featured on DestinationCRM.com.)
Posted May 27, 2021

At its Interactions virtual conference, NICE CEO Barak Eilam said companies would not have fared as well 20 years ago because certain technologies didn't exist. (Featured on DestinationCRM.com.)
Posted May 26, 2021

Companies will continue to grapple with work-at-home requests, increased call volume, and higher expectations, speakers maintained during the second day of Verint's virtual conference. (Featured on DestinationCRM.com.)
Posted May 21, 2021

Verint continues to shift its focus on customer experience business, with a goal toward helping businesses rebound after COVID-19 disruptions, CEO said at Engage 21 conference. (Featured on DestinationCRM.com.)
Posted May 20, 2021

The combined company will rebrand as Alvaria
Posted May 12, 2021

NICE InterACT is an AI-powered contact center recording solution on a microservices-based cloud architecture.
Posted May 10, 2021

Five9 has developed a framework to help businesses reimagine customer experience and realize results.
Posted May 04, 2021

Talkdesk Workspace and Talkdesk Builder enable companies to launch customized contact centers.
Posted April 28, 2021

Service Cloud innovations enable companies to support agents working from home, in the field, or in a hybrid model in one system.
Posted April 21, 2021

MindTouch's technology and CXone Expert advance NICE's digital self-service capabilities.
Posted April 20, 2021

New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics.
Posted April 15, 2021

Microsoft will incorporate Nuance's technology in its cloud products for health care. (Featured on SpeechTechMag.com.)
Posted April 12, 2021

MarketsandMarkets expects the worldwide contact center software market to expand at a CAGR of almost 21 percent over the next five years.
Posted April 07, 2021

Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models.
Posted March 31, 2021

Vivantio's suite of customer service optimization software is designed specifically for SMBs in the B2B space.
Posted March 30, 2021

Research firm MarketsandMarkets projects the global voice biometrics market to reach $2.845 billion by 2024. (Featured on SpeechTechMag.com.)
Posted March 24, 2021
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