Automated Support

Integrations extend UJET's ability to protect the identities of contact center workers and customers.
Posted May 27, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020

Sytel Global Compliance helps contact centers manage consumer opt-outs.
Posted May 26, 2020

NICE inContact and Zendesk continue working together to support remote contact center teams.
Posted May 21, 2020

Talkdesk adds quality management, call and screen recording, and speech analytics to its WEM suite.
Posted May 21, 2020

Zappix On Hold Support allows customers to keep their spot in the traditional voice IVR queue while using Visual IVR to resolve issues on their own via self-service.
Posted May 21, 2020

As the pandemic shuttered offices, Verint solutions were able to help companies move to remote work with disruption, its CEO maintains. (Featured on DestinationCRM.com.)
Posted May 20, 2020

The Luma 2.X Series sets the stage for increases in automation and knowledge management.
Posted May 20, 2020

IDFraud Contact Center uses voice biometrics to help telcos prevent new subscriber fraud. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Genesys is the first to integrate with both Zoom Phone and Zoom Meetings. (Featured on DestinationCRM.com.)
Posted May 19, 2020

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 2020

NICE is offering complimentary NEVA licenses and predefined use cases packaged with professional services to help organizations create automations to support employees. (Featured on DestinationCRM.com.)
Posted May 18, 2020

This new integration empowers sales and support agents to reply directly to messages from Facebook users within the CallTrackingMetrics app. (Featured on DestinationCRM.com.)
Posted May 15, 2020

Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features. (Featured on SpeechTechMag.com.)
Posted May 15, 2020

Rainier enables contact centers to become PCI-DSS-compliant overnight while keeping telephony systems on premises.
Posted May 14, 2020

The Cogito Dialog AI coaching is designed to support agents through higher call volumes.
Posted May 14, 2020

Maximus is partnering with Genesys to offer the Maximus Genesys Engagement Platform for government agencies. (Featured on DestinationCRM.com.)
Posted May 14, 2020

Reply will extend Kustomer's IQ Intelligence Platform with artificial intelligence, chatbot, and deflection capabilities. (Featured on DestinationCRM.com.)
Posted May 14, 2020

Five9 Digital Engagement includes more than 45 features for digital customer interactions.
Posted May 13, 2020

LogMeIn's Rescue Live Guide delivers seamless and secure co-browsing for customer support.
Posted May 12, 2020

Vonage Contact Center is integrated with ServiceNow's Customer Service Management solution to create Vonage Contact Center for ServiceNow.
Posted May 12, 2020

Automated FAQ Response lets companies respond to customer questions through WhatsApp for Business.
Posted May 08, 2020

The chatbot market is projected to see compound annual growth of 22 percent over the next five years, Valuates reports. (Featured on SpeechTechMag.com.)
Posted May 07, 2020

Five9's new packaged applications are built on the Whendu platform and cover workflow automation. (Featured on DestinationCRM.com.)
Posted May 07, 2020

Talkdesk continues its 20-in-20 innovations with two product innovations at its online event. (Featured on DestinationCRM.com.)
Posted May 06, 2020

RingCentral's newest app lets users switch between devices and modes of communication, including team messaging, calling, and video meetings.
Posted May 06, 2020

RealPage's chatbot is part of Contact Center 3.0 to supplement limited on-site staffing.
Posted May 06, 2020

AT&T AT&T Cloud Contact Center features technology from Five9 and AT&T's voice and collaboration tools. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Agent-Expert Consultation allows contact center agents to bring subject matter experts into customer conversations via Zoom. (Featured on DestinationCRM.com.)
Posted May 05, 2020

New messaging tools allow businesses to communicate with customers and colleagues via texting. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Pega Customer Service Unified Messaging Edition centralizes messaging channels. (Featured on DestinationCRM.com.)
Posted May 05, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020

CallTower's Webex Teams integration enables a complete Cisco UCaaS and collaboration experience
Posted April 30, 2020

Verint launches a work-from-home insights platform as part of its Desktop and Process Analytics package.
Posted April 30, 2020

The integration extends Freshworks' omnichannel experience to allow teams and customers to collaborate and communicate via the popular messaging platform. (Featured on DestinationCRM.com.)
Posted April 29, 2020

ScreenMeet Live lets agents escalate text chat sessions with customers on desktop and mobile to voice, video chat, and screen share directly from within their CRM systems.
Posted April 29, 2020

Together Bright Pattern and NewGO are delivering a fully customizable cloud-based contact center solution .
Posted April 28, 2020

AudioCodes solution enables the rapid purchase and integration of phone numbers with virtual agents developed on Google Dialogflow.
Posted April 27, 2020

8x8's partnership with Comstar will help organization move to cloud communications.
Posted April 24, 2020

Speakeasy's Sky offers conversational AI with controls and customization. (Featuired on SpeechTechMag.com.)
Posted April 24, 2020

CallVU is allowing contact centers to cobrowse, content share and video chat at no charge during the COVID-19 outbreak.
Posted April 23, 2020

VirtualPBX customers can now use the Zapier integration to capture inbound and outbound calls from their phone plans and link them to popular services like Google Sheets, Trello, and Hubspot. (Featured on DestinationCRM.com.)
Posted April 22, 2020

Medallia is acquiring speech-to-text, speech analytics, and voice biometrics provider Voci Technologies for $59 million. (Featured on DestinationCRM.com.)
Posted April 22, 2020

Here's are a few things to avoid when creating AI-powered bots for customer experience.
Posted April 20, 2020

In the wake of the COVID-19 outbreak, [24]7 has added Voice AI to its free automated FAQ solutions to deflect calls from contact centers.
Posted April 17, 2020

Telestax's partnership with NUSO will speed delivery of cloud communication applications for remote collaboration.
Posted April 17, 2020

An effective RPA project requires full transparency with agents.
Posted April 17, 2020

NICE inContact's CXone@home now helps companies ensure agent productivity while working from home.
Posted April 17, 2020