Automated Support

An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on SmartCustomerService.com.)
Posted June 27, 2022

Partnership brings Textel's business texting platform to NICE's international CXone customers.
Posted June 24, 2022

Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022

ASAPP's AutoTranscribe provides real-time speech-to-text services for contact centers. (Featured on SpeechTechMag.com.)
Posted June 23, 2022

8x8 XT Edition is a global communications solution for companies adopting Microsoft Teams.
Posted June 23, 2022

Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022

NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022

Intercom has launched two-way text messaging and bot-building capabilities.
Posted June 22, 2022

Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022

Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022

24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022

New and expanded features include call and screen recording, video playback, after-work automation, and quality forms to complement automated scoring.
Posted June 21, 2022

Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022

Component lets companies embed Pega into Salesforce environments to further automate customer service workflows.
Posted June 21, 2022

Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022

Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022

Uniphore's U-Assist In-Call and U-Assist Aftercall are now available as premium applications on Genesys' AppFoundry.
Posted June 21, 2022

Airkit introduces a conversational visual builder and agent automation tools in the latest version of its DXP software.
Posted June 21, 2022

AWS has launched Amazon Connect Cases, Amazon Connect outbound campaigns, and Amazon Lex Automated Chatbot Designer as part of its Amazon Connect contact center suite.
Posted June 20, 2022

Backed by Multi-Factor Identity, Nametag's AI enables customer support teams to authenticate any customer in seconds. (Featured on DestinationCRM.com.)
Posted June 15, 2022

Salesforce customers can now use Cogito's Emotion AI for real-time coaching, guidance, and continuous customer and employee experience measurements.
Posted June 14, 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on DestinationCRM.com.)
Posted June 14, 2022

ASAPP's AutoCompose offers agents suggested responses for digital customer messaging requests.
Posted June 10, 2022

Partnership brings Kore.ai's conversational AI to Tanla's communications platforms. (Featured on SpeechTechMag.com.)
Posted June 10, 2022

Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022

Dialpad Ai CSAT is a real-time predictive engine for customer satisfaction that provides visibility into 100 percent of calls.
Posted June 08, 2022

LiveVox customers now have access to SuccessKPI's contact center insights platform.
Posted June 08, 2022

The following four web portal capabilities are essential for providing high-level customer support.
Posted June 07, 2022

Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022

Genesys is now combining Zoom Phone and Genesys Cloud CX solution.
Posted June 06, 2022

Pindrop's latest advancements provide deeper audio intelligence, improved fraud investigations and authentication policies, and enhanced operational efficiencies. (Featured on SpeechTechMag.com.)
Posted June 06, 2022

Upstream Works' latest updates provide contact center agents with AI-powered guidance and automation.
Posted June 02, 2022

LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace.
Posted June 02, 2022

Call Center Studio's LumenVox CPA integration will add voice activity detection to its contact center systems.
Posted June 02, 2022

The OneDirect acquisition strengthens Gupshup's suite of conversational tools with a unified, intelligent Agent Assist inbox.
Posted June 02, 2022

ConneXio Cloud is a suite of contact center and CRM software and services.
Posted June 01, 2022

Google provides a public cloud experience for customers to procure, deploy, and create value with Sprinklr's unified customer experience management platform. (Featured on DestinationCRM.com.)
Posted June 01, 2022

Verint and Intelligent Voice integration empowers improved financial compliance oversight. (Featured on DestinationCRM.com.)
Posted May 26, 2022

Cyara's self-assessment tool empowers companies to measure and modernize customer experience (CX) testing capabilities.
Posted May 25, 2022

Feedback+ is Phase One of Helpshift's Metashift rollout for mobile in-app and AR customer support experiences in the metaverse.
Posted May 25, 2022

Textel and RingCentral team up to enable multidirectional SMS and MMS texting.
Posted May 25, 2022

NovelVox Wallboards and Agent Dashboards provide contact centers running on Amazon Connect a full display of agent performance.
Posted May 25, 2022

Zenarate's Concurrent Chat Simulation will help companies develop top-performing chat agents. (Featured on DestinationCRM.com.)
Posted May 24, 2022

Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on DestinationCRM.com.)
Posted May 24, 2022

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers. (Featured on DestinationCRM.com.)
Posted May 20, 2022

Tata's DIGO is designed to transform customer engagement with intelligent Human to Everything (H2X) interactions across all customer experience (CX) platforms.
Posted May 20, 2022

Pure IP has launched Dynamics Call Connect for adding voice to Microsoft Dynamics 365.
Posted May 20, 2022

8x8 and Ingram Micro Cloud have expanded their distribution partnership with a new resale go-to-market strategy.
Posted May 19, 2022

Future Market Insights expects the conversational AI to grow 17.2 percent per year for the next 10 years.
Posted May 18, 2022

The VillageDAO platform will help companies triage issues at scale by mobilizing community users into customer care squads.
Posted May 17, 2022