Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023
Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 2023
NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023
New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023
Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023
Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on DestinationCRM.com.)
Posted September 05, 2023
Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)
Posted September 01, 2023
GoTo Contact Center AI Chat Analysis is an artificial intelligence-powered sentiment analysis and chat summary tool.
Posted August 30, 2023
RingCentral's RingCX and RingSense for Phone combine omnichannel contact center with conversation intelligence capabilities.
Posted August 08, 2023
Five9's acquisition of Aceyus will help streamline the migration of customers from on-premises to cloud and leverage contextual data for personalized experiences.
Posted August 08, 2023
Cogito and Medallia collaborate to enhance real-time agent guidance cues and customer journey analytics with emotion and conversation AI.
Posted August 02, 2023
With NICE Enlighten Actions Industry Benchmarks, organizations can compare their key metrics and service insights to industry standards.
Posted July 27, 2023
NICE's ElevateAI 1K Every Day initiative grants companies 1,000 interactions per day with ElevateAI's free AI-powered transcription services and CX AI models. (Featured on DestinationCRM.com.)
Posted July 25, 2023
Partnership integrates Luminoso's Daylight artificial intelligence-driven text analytics solution with Minerva CQ's real-time agent assist platform. (Featured on DestinationCRM.com.)
Posted July 20, 2023
New features in Quantum Metric's Atlas hasten insight discovery, increase visibility, and incorporate offline data to empower users based on role and use case. (Featured on DestinationCRM.com.)
Posted July 20, 2023
Partnership embeds eGain's knowledge and digital capabilities into the Talkdesk Agent Workspace. (Featured on DestinationCRM.com.)
Posted July 20, 2023
Qualtrics' XM/os2 is the next generation of its platform fully enabled with AI. (Featured on DestinationCRM.com.)
Posted July 19, 2023
IrisCX's Session Score is a real-time customer satisfaction measurement tool for contact centers.
Posted July 13, 2023
Speech analytics are poised for 17.3 percent CAGR for the next five years, MarketsandMarkets reports. (Featured on SpeechTechMag.com.)
Posted June 29, 2023
Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023
Cogito's new features empower front-line contact center leaders to drive improved employee and customer experiences.
Posted June 20, 2023
Cyara's acquisition of CentraCX brings insights from customer feedback to its CX transformation solutions.
Posted June 20, 2023
CallMiner's RealTime product now offers agent guidance, script adherence support, and more.
Posted June 19, 2023
Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities. (Featured on DestinationCRM.com.)
Posted June 13, 2023
Servion and Hammer are teaming up to accelerate the adoption of contact center automation testing
Posted June 08, 2023
Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023
Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing.
Posted May 24, 2023
Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023
ID R&D's patented advances in detection of recorded and synthetic voice provide a new level of protection against fraud. (Featured on SpeechTechMag.com.)
Posted May 05, 2023
CallMiner advances its platform through Microsoft's Azure Cognitive Services, including early access to OpenAI.
Posted May 03, 2023
Intermedia's AI Interaction Summary automatically transcribes and summarizes contact center calls. (Featured on SpeechTechMag.com.)
Posted May 02, 2023
AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023
LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023
CallMiner's integration with Zoom Meetings enables users to ingest and analyze video and audio from the collaboration and communication platform. (Featured on SpeechTechMag.com.)
Posted April 18, 2023
AI is greatly expanding what contact center quality management solutions can do.
Posted April 14, 2023
TouchPoint One's latest Sidekick update creates targeted, actionable coaching plans for contact center supervisors and agents.
Posted April 14, 2023
Tethr couples real-time insights and in-the-moment agent assistance with research-backed post-call analytics.
Posted April 11, 2023
Polaris Market Research expects the global customer experience management market to reach $48.56 billion by 2032, up from a current value of $13.8 billion.
Posted April 03, 2023
SuccessKPI's AI-driven Insight and Action platform integrates with Zoom.
Posted April 03, 2023
New capabilities in CXone's Spring 2023 release provide real-time interaction guidance and low-code smart self-service options.
Posted April 03, 2023
TCN and Prodigal have teamed uo to support contact center agents with cloud and AI technologies.
Posted March 30, 2023
UJET works with Google Cloud to implement a the UJET WFM suite, with contact center forecasting, scheduling, and adherence monitoring.
Posted March 27, 2023
AmazonChime SDK Call Analytics provides real-time voice tone analysis and speaker search.
Posted March 27, 2023
NICE Enlighten Actions combines NICE's own Enlighten AI with OpenAI's ChatGPT for generative AI.
Posted March 27, 2023
Cresta'a contact center customers can harness artificial intelligence to retain customers and tap new revenue streams.
Posted March 27, 2023
Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023
By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023
MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023
Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023
Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023