Analytics

Calabrio Performance Management is a unified platform for agent monitoring, coaching, and more.
Posted June 12, 2025

RingCentral also releases AI Agent Assist at CCW Las Vegas '25
Posted June 10, 2025

Cresta's expanded AI Agent offering ensures continuity, personalization, and efficient service across both voice and chat.
Posted June 09, 2025

CallMiner's new integration empowers Microsoft Dynamics 365 Contact Center users with AI-powered insights to improve service team performance and customer experience.
Posted June 09, 2025

New capabilities in Observe.AI's GenAI Insights democratize access to customer intelligence and provide deeper visibility into interactions across every channel
Posted June 05, 2025

The VOCALLS acquisition expands CallMiner's platform with native voice and text AI virtual agents. (Featured on DestinationCRM.com.)
Posted June 03, 2025

Jabra Engage AI Complete is a premium call center suite with robust AI capabilities.
Posted May 22, 2025

Glia's Cortex AI Benchmarks lets users measure and compare AI and agent performance.
Posted May 19, 2025

Twilio announces updates to its CPaaS and CDP offerings and a conversational AI development collaboration with Microsoft at its annual Signal event. (Featured on DestinationCRM.com.)
Posted May 14, 2025

NICE is collaborating with Amazon Web Services to accelerate end-to-end customer service automation at scale.
Posted May 14, 2025

Press Ganey Forsta's and InMoment's combined technologies will bring deeper customer and employee insights.
Posted May 14, 2025

IntelePeer's SmartAnalytics is a comprehensive solution that captures all interactions between AI and human agents.
Posted May 12, 2025

Dialogue Cloud NEO is the next generation of AnywhereNow's omnichannel contact center platform for Microsoft Teams.
Posted May 12, 2025

ServiceNow's integrations with NICE and AWS improve workflow automation and data portability. (Featured on DestinationCRM.com.)
Posted May 08, 2025

SoundHound's Amelia 7.0 platform delivers agentic AI with voice technology. (Featured on SpeechTechMag.com.)
Posted May 08, 2025

Sinch and OneReach.ai are collaborating to help companies deploy agentic AI across communications channels. (Featured on DestinationCRM.com.)
Posted May 06, 2025

ServiceNow CRM AI Agents orchestrates work across departments for seamless experiences across the entire customer lifecycle. (Featured on DestinationCRM.com.)
Posted May 06, 2025

3CLogic and NewRocket partnership delivers contact center solutions for financial services with ServiceNow. (Featured on DestinationCRM.com.)
Posted May 06, 2025

New AI capabilities in the Oracle Utilities Customer Platform help call centers better manage volume and deliver smart, personalized assistance. (Featured on DestinationCRM.com.)
Posted May 06, 2025

Talkdesk Express is designed to help small businesses get started with their customer service operations. (Featured on DestinationCRM.com.)
Posted May 06, 2025

RingCX for Salesforce Service Cloud Voice provides a single pane of glass for omnichannel customer engagement.
Posted May 05, 2025

Medallia's Mindful contact center suite is now authorized for use by U.S. government agencies.
Posted May 01, 2025

New product and services bundle helps businesses get up and running with Five9 and Salesforce Service Cloud Voice BYOT
Posted May 01, 2025

Latest updates to the 8x8 Platform for CX take advantage of AI and support a wider array of operational efficiencies.
Posted April 29, 2025

Klearcom Verify+ is an IVR and phone testing solution.
Posted April 24, 2025

Insightful has added quality management to its contact center solutions portfolio.
Posted April 23, 2025

NLX Touchpoint lets users incorporate chat, voice, images, and video into a single AI-powered conversational experience. (Featured on DestinationCRM.com.)
Posted April 22, 2025

GoTo adds smart conversation filters, global search capabilities, and enhanced call management tools to Grasshopper. (Featured on DestinationCRM.com.)
Posted April 22, 2025

Dyna.Ai'ls Agentic AI Suite is a multi-language, multichannel, multimodal AI agent platform. (Featured on DestinationCRM.com.)
Posted April 22, 2025

BCN Cloud Voice Call Center offers intelligent call routing, real-time analytics, and quality monitoring for SMBs. (Featured on DestinationCRM.com.)
Posted April 22, 2025

Comm100's new AI-powered solutions help streamline agent responses to customer service inquiries.
Posted April 15, 2025

InterVisiuon NextMove for Avaya offers an AWS-powered alternative as Avaya phases out CCaaS support for small contact centers.
Posted April 15, 2025

PolyAI Agent Studio provides generative AI for customer service.
Posted April 15, 2025

Expanded partnership with Google Cloud will expand availability to Cresta's cloud contact center solutions.
Posted April 08, 2025

Industry partners 3CLogic and Glidefast Consulting enter into a distribution agreement to deliver combined CRM and CCaaS solutions to the ServiceNow ecosystem.
Posted April 08, 2025

8x8 Platform for CX enhancements include Engage, RCS support, AI orchestrator, and Journey IQ.
Posted April 03, 2025

Cyara has released six solutions to help companies deliver consistent customer experiences across channels and geographies.
Posted April 03, 2025

TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX.
Posted April 02, 2025

Expectations rise for AI in the contact center world. (Featured on DestinationCRM.com.)
Posted April 02, 2025

Zendesk's Resolution Platform is an agentic AI suite for customer service.
Posted March 26, 2025

Together NICE and Deloitte are enhancing customer experience workflows through AI and automation.
Posted March 26, 2025

Medallia's new features accelerate insights and action on unstructured data like digital behavior and conversational intelligence.
Posted March 26, 2025

NICE's CXone Mpower Orchestrator orchestrates and automates customer service workflows with agentic AI across front-office care and back-office operations.
Posted March 18, 2025

Omilia Workforce AI is a contact center call quality management solution.
Posted March 18, 2025

Genesys expanded its Genesys Cloud contact center platform with Supervisor Copilot and Virtual Supervisor.
Posted March 17, 2025

Updated Amazon Connect contact center platform offers AI-based self-service, agent assistance, analytics, post-contact evaluation, and automated follow-up
Posted March 17, 2025

Qualtrics AI agents will step directly into customer surveys, online product reviews, and website visits to resolve friction, anticipate needs, and proactively serve every customer and employee at scale.
Posted March 17, 2025

Talkdesk AI Agents for voice is an agentic AI solution for creating conversational customer experiences.
Posted March 17, 2025

CallMiner Outreach is a customer feedback management solution.
Posted March 17, 2025

AI Interactions, AI Agent Assist , and AI Supervisor Assist round out RingCentral's new RingCX additions.
Posted March 17, 2025

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