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Automated Support
AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
Skit.ai Launches Multichannel Offerings for Debt Collections
Skit.ai's suite of generative AI-powered, self-service solutions includes voice, chat, email, and text automation.
Posted March 15, 2024
Sprinklr and Tech Mahindra Expand Partnership
Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on
DestinationCRM.com
.)
Posted March 15, 2024
Assort Health Launches Generative AI Solution for Healthcare Call Centers
Assort Health's new generative AI solution is designed to reduce wait times for medical office's call centers.
Posted March 14, 2024
Dialpad Expands Partnership with T-Mobile
Dialpad and T-Mobile launch Ai Recaps. (Featured on
DestinationCRM.com
.)
Posted March 14, 2024
Zendesk to Acquire Ultimate
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
Talkdesk Launches Autopilot for Healthcare
Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024
iQor Partners with NICE
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
Deepgram Launches Aura, a Text-to-Speech API for Real-Time Conversational Voice AI Agents
With Deepgram Aura, developers can now build production-grade, secure, and human-like voice AI applications. (Featured on
SpeechTechMag.com
.)
Posted March 13, 2024
GoTo Launches Contact Center Pro
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Upstream Works Introduces Omni AI Hub
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
Talkdesk Unveils Talkdesk Autopilot
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
InterVision Launches ConnectIV CX
InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024
C3 AI Introduces C3 Generative AI Standard Edition on Google Cloud Marketplace
The C3 Generative AI: Standard Edition no-code, self-service generative artificial intelligence application is now available on Google Cloud Marketplace.
Posted March 06, 2024
Calabrio Launches GovSuite
Calabrio's GovSuite cloud contact center solution is a workforce performance suite for optimized government customer service.
Posted March 06, 2024
Mutare Partners with NICE, Bringing Voice Threat Defense to NICE CXexchange
Mutare's Voice Traffic Filter is now available on the NICE CXexchange marketplace, giving NICE customers a tool that rids their voice channel of unwanted calls.
Posted March 05, 2024
It’s Time to Add Voicebots to Your Mobile App
Voice AI assistants add essential functionality for customers and agents. (Featured on
DestinationCRM.com
.)
Posted March 04, 2024
Enghouse Launches EnghouseAI Suite
Enghouse's EnghouseAI Suite seeks to enhance contact center agent productivity and deliver insights.
Posted March 04, 2024
TELUS International Partners with Local Measure
TELUS International and Local Measure pair up to elevate genAI-fueled CX with Engage Platform integration.
Posted March 04, 2024
8x8 Launches 8x8 Engage
8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024
8x8 Launches Proactive Outreach
8x8 Proactive Outreach for 8x8 Contact Center enables personalized messaging at scale.
Posted February 29, 2024
D-ID Releases Agents, Real-Time Conversational AI Avatars
D-ID Agents can hear, think, and speak in real time. (Featured on
DestinationCRM.com
.)
Posted February 27, 2024
CCW Eyes AI's Transformation of Contact Center Workforce Dynamics
AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on
DestinationCRM.com
.)
Posted February 27, 2024
Four Predictions for the Contact Center of the Future
Thanks to the advancements of generative artificial intelligence, the call center and its agents will rapidly evolve in the years ahead.
Posted February 26, 2024
Mitto Partners with MoEngage
Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024
NextPlane Launches OpenCall and OpenAxys
NextPlane is bringing new capabilities into Microsoft Teams, unified communications, and contact center platforms.
Posted February 21, 2024
TNS Launches TN Insights
TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024
Authenticx Launches Healthcare-Specific GenAI Solution
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
Expect GenAI to Take on Customer-Facing Roles
As large language models expand and generative AI technology advances, experts see a greater role in customer service. (Featured on
DestinationCRM.com
.)
Posted February 15, 2024
Healthcare CX: How to Go from Ailing to A-Class
Prioritizing digital channels, unifying and orchestrating conversations, knowledge, and AI, and working with a proven solution provider will elevate healthcare CX.
Posted February 13, 2024
Anywhere365 Acquires Deepdesk
Anywhere365 adds an intelligent AI assistant through its acquisition of Deepdesk.
Posted February 13, 2024
Zenarate Adds Call Insights to AI Coach Call Analyzer
Zenarate enhanced Call Analyzer with Call Insights to surface customer call trends and drive proactive agent training
Posted February 09, 2024
Medallia Adds AI to Experience Cloud
Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024
Glia Launches Unified Interaction Management
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
ScreenMeet Launches AI Assist
ScreenMeet's AI Assist is a generative AI assistant for remote support agents. (Featured on
DestinationCRM.com
.)
Posted February 05, 2024
Gartner Identifies Three Top Priorities for Customer Service
Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Posted February 05, 2024
Pathlight Rebrands to Echo AI and Expands Its Platform
The rebranded Echo AI has moved its Conversation Intelligence platform outside the contact center and added real-time capabilities.
Posted January 31, 2024
8x8 Enhances XCaaS Platform
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
Yellow.ai and Infobip Partner on GenAI-powered Customer Service Automation
Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024
USAN Launches Realm for Amazon Connect
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
3CLogic Partners with Medallia for AI-Powered Analytics
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
AutoService AI Launches French and Spanish Language Digital Voice Assistants for Automotive Dealerships
AutoService AI's Allio voice assistant uses natural language processing to support dealership customers with conversational AI in their native languages. (Featured on
SpeechTechMag.com
.)
Posted January 19, 2024
Broadvoice Introduces AI-Driven Workflow Builder
Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024
Cognigy Now Available in Microsoft Azure Marketplace
Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024
Infobip Unveils AI Hub
Infobip's AI Hub enables businesses to build conversational customer experiences. (Featured on
DestinationCRM.com
.)
Posted January 12, 2024
Alida Announces Efrem Ainsley as New CEO
CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024
Calabrio Acquires Wysdom
Calabrio has acquired AI and bot analytics company Wysdom.
Posted January 09, 2024
Contact Center AI Market to Grow by 25 Percent Per Year
TechSci Research is expecting the worldwide contact center artificial intelligence market to grow by 24.5 percent per year through 2028. (Featured on
DestinationCRM.com
.)
Posted January 09, 2024
Zendesk to Acquire Klaus
Zendewsk's Klaus acquisition brings additional quality management capabilities.
Posted January 08, 2024
SuccessKPI Launches AI Scoring and AI Traffic Forecasting
SuccessKPI's AI Scoring and AI Traffic Forecasting uses machine learning to predict outcomes and staffing needs.
Posted December 21, 2023
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