Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024
Calabrio's Bot Analytics provides access to all transcripts with more than 200 metrics organized for discovery and analysis.
Posted April 17, 2024
Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024
Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on DestinationCRM.com.)
Posted March 21, 2024
New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on DestinationCRM.com.)
Posted March 20, 2024
Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Upstream Works' Omni AI Hub expedites AI for on-premise, cloud, and hybrid contact centers and powers virtual customer self-service and agent assistance.
Posted March 07, 2024
Calabrio's GovSuite cloud contact center solution is a workforce performance suite for optimized government customer service.
Posted March 06, 2024
Research firm MarketsandMarkets is expecting 17.5 percent compound annual growth for speech analytics worldwide over the next five years. (Featured on SpeechTechMag.com.)
Posted March 04, 2024
8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024
TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024
Advanced genAI solutions from Authenticx give healthcare organizations a platform to analyze findings hidden in customer conversations. (Featured on SpeechTechMag.com.)
Posted February 20, 2024
OneCloud CX is an omnichannel customer experience platform powered by AI.
Posted February 16, 2024
Zenarate enhanced Call Analyzer with Call Insights to surface customer call trends and drive proactive agent training
Posted February 09, 2024
Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
The rebranded Echo AI has moved its Conversation Intelligence platform outside the contact center and added real-time capabilities.
Posted January 31, 2024
New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
The worldwide market for speech analytics is set to grow by 16.8 percent CAGR through 2030, Market Digits predicts. (Featured on SpeechTechMag.com.)
Posted January 23, 2024
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
SuccessKPI's AI Scoring and AI Traffic Forecasting uses machine learning to predict outcomes and staffing needs.
Posted December 21, 2023
Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023
Ada's Customer Service AI Agent is powered by the Ada Reasoning Engine to maximize automated resolutions.
Posted November 22, 2023
Cognigy's AI Copilot is a daily companion for contact center agents.
Posted November 16, 2023
Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023
The specialized LLM aid in the development of augmented agent assistance tools, conversational AI, voice and chatbots, and conversational analytics.
Posted November 15, 2023
Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023
RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023
Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on SpeechTechMag.com.)
Posted November 14, 2023
Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
Posted November 08, 2023
CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023
Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023
Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on DestinationCRM.com.)
Posted November 07, 2023
LivePerson's Conversational Intelligence Suite includes AI-powered Analytics Studio, Generative Insights, and Report Center. (Featured on DestinationCRM.com.)
Posted November 02, 2023
Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on DestinationCRM.com.)
Posted November 01, 2023
SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 2023
With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on DestinationCRM.com.)
Posted October 17, 2023
NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023
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