Automated Support

Vonage's Vee enables streamlined management of unified communications capabilities with natural language.
Posted April 18, 2018

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Companies can now access chatbot features like transactional intelligence, context awareness, and seamless escalation via Inbenta's new APIs and SDKs.
Posted April 06, 2018

Jacada Interact V.10 supports the larger Autonomous CX suite to help companies design and build customer support applications.
Posted April 04, 2018

Guide Enterprise is designed to help large companies identify gaps in self-service content.
Posted April 03, 2018

Using SensAI, companies can automate the support process. (Featured on SpeechTechMag.com.)
Posted March 29, 2018

Bright Pattern secures PCI 3.2 certification from Compliance Point to support enterprise contact centers.
Posted March 28, 2018

Conversocial now supports WeChat as a customer interaction channel.
Posted March 28, 2018

IDC expects automated customer service agents to be the largest use case for artificial intelligence and cognitive computing.
Posted March 22, 2018

The contact center outsourcer is engaging in cloud transformation using Avaya contact center solutions.
Posted March 21, 2018

Helpshift SensAI allows companies to automate interactions and deliver personalized messages at scale.
Posted March 20, 2018

The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year.
Posted March 16, 2018

InGenius Connector Enterprise 6.0 is now rated Avaya-compliant for the Avaya IP Office phone platform.
Posted March 15, 2018

Progress NativeChat offers native support for 72 languages and can integrate with web, mobile, and social channels.
Posted March 15, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

VoiceTrends 2.0 includes more detailed customer journey visualization, enhanced data metrics, and improved APIs
Posted March 14, 2018

Smartcalls allows companies to design flexible outbound calling campaigns with no programming.
Posted March 14, 2018

The company has added a number of new features to its chatbot building software.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018

Executive Overview Dashboard is added to Marchex Speech Analytics to help companies identify, convert, and retain customers with AI and machine learning.
Posted March 13, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

The gamification platform will become part of Noble's contact center offerings.
Posted March 12, 2018

CallVU's visual IVR and advanced agent-caller collaboration solutions are now available in the NICE CXexchange.
Posted March 09, 2018

RingCentral's Collaborative Contact Center combines intelligent bots and team collaboration.
Posted March 08, 2018

Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018

Aspect AI Assistant Suite combines voice, digital channels, and artificial intelligence.
Posted March 07, 2018

Fixed-price offer empowers companies to deploy AI virtual agents in just 60 days.
Posted March 01, 2018

Coveo for Microsoft Dynamics 365 brings any content ecosystem securely into Dynamics to personalize digital interactions. (Featured on DestinationCRM.com.)
Posted February 28, 2018

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018

Arrow Connect IoT platform is now integrated with Zang Workflow.
Posted February 27, 2018

Forty 7 Ronin and GM Voices are providing IVR optimization services for their joint customers.
Posted February 27, 2018

New tool demonstrates the return on investment organizations can achieve with adaptive speech automation.
Posted February 27, 2018

Verint's growing line of SMB-specific solutions now includes recording, quality management, and workforce optimization solutions.
Posted February 27, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

New reseller relationship offers CTIntegrations' CT Suite omnichannel automation, management, and routing to more contact centers.
Posted February 21, 2018

Wysdom.AI will deliver a full-stack, artificial intelligence-based virtual assistant through Microsoft's AppSource.
Posted February 21, 2018

Optus Business customers will gain access NICE's cloud-based customer experience platform.
Posted February 21, 2018

The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.
Posted February 20, 2018

[24]7.ai's Winter 2018 release offers integrations with leading CRM software and improved reporting.
Posted February 20, 2018

Afiniti Routing integration uses artificial intelligence to match contact center callers with agents through Afiniti's Enterprise Behavioral Pairing.
Posted February 14, 2018

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.
Posted February 14, 2018

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

For the third straight year, Associated Bank's contact center is recognized for providing an outstanding live phone channel customer service experience.
Posted February 13, 2018

Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018

GeoFluent Interpreter Direct is a a packaged language translation suite for contact centers.
Posted February 07, 2018

OnviCenter 8 is OnviSource's automated customer experience management and business process automation solution.
Posted February 06, 2018

Passage.AI helps companies build conversational chatbots using natural language processing.
Posted February 06, 2018

Dialpad's Pure-Cloud Solution now offers service teams a business phone system inside Zendesk.
Posted January 31, 2018