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Automated Support
Sprinklr Launches Winter Release of CCaaS Solution
Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023
3CLogic CTI and Contact Center Solution Now Available on SAP Store
By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023
LiveVox Launches LV19 Contact Center Platform Release
LV19 empowers contact center professionals to drive collaboration and productivity.
Posted March 22, 2023
Contact Center Software Market to Be Worth $93.7 Billion by 2027
MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023
Verint and Carahsoft Partner to Bring Citizen Engagement Solutions to Government
Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on
DestinationCRM.com
.)
Posted March 17, 2023
Infobip Launches Call Link for Live Video Support
Call Link enables video-based customer support calls through a simple URL. (Featured on
DestinationCRM.com
.)
Posted March 16, 2023
PolyAI Partners with Twilio
PolyAI's conversational assistant is integrated with Twilio's Flex and Programmable Voice platforms. (Featured on
SpeechTechMag.com
.)
Posted March 14, 2023
IVA Market to be Worth $14.1 Billion by 2030
Grand View Research expects the global intelligent virtual assistant market to grow by 24.3 percent per year, propelled largely by speech technology developments. (Featured on
SpeechTechMag.com
.)
Posted March 14, 2023
Conversational AI Market to Generate $16.77 Billion by 2031
Research Dive expects the global conversational artificial intelligence market to grow at a compound annual rate of 24.5 percent for the next eight years. (Featured on
SpechTechMag.com
.)
Posted March 14, 2023
Intercom Launches Fin Customer Service Bot
Intercom's Fin is the first customer service bot built with OpenAI's GPT-4. (Featured on
DestinationCRM.com
.)
Posted March 14, 2023
MetTel Partners with Talkdesk
MetTel and Talkdesk are pairing up to bring an AI-powered, unified customer experience.
Posted March 14, 2023
Quantiphi Earns Google Cloud CCAI Specialization
Earning the Google Cloud CCAI specialization sets a benchmark for future cloud contact center solution implementations.
Posted March 14, 2023
8x8 Launches Intelligent Customer Assistant, 8x8 Supervisor Workspace, and OpenAI Integration
8x8 is delivering a conversational AI solution and tailored supervisor experience for 8x8 Contact Center together with platform-wide integration with OpenAI.
Posted March 10, 2023
Forethought Launches SupportGPT
Forethought's SupportGPT is a generative AI platform powered by OpenAI technology.
Posted March 09, 2023
LinkLive Expands Partnership with Kasisto
LinkLive is integrating Kasisto's KAI digital platform into its cloud contact center offerings.
Posted March 09, 2023
Qualtrics Launches Frontline Agent Coaching and Team Assist
Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023
Thrio Adds Unified Communication Capabilities to Its Core CX Platform
Thrio's new offering enables integration of UCaaS/PBX and CCaaS natively and via Microsoft Teams.
Posted March 08, 2023
Salesforce Goes All in on GPT with Einstein GPT
Salesforce adds Einstein GPT to its complete line of CRM products for sales, marketing, customer service, commerce, and IT. (Featured on
DestinationCRM.com
.)
Posted March 07, 2023
HubSpot Launches ChatSpot.ai and Content Assistant
HubSpot's new AI-powered tools help companies generate content and reports related to marketing, sales, and customer service. (Featured on
DestinationCRM.com
.)
Posted March 07, 2023
Lifesize Launches CxConcierge
Lifesize's CxConcierge delivers live, video-enabled customer service.
Posted March 07, 2023
Microsoft Adds AI to Dynamics 365, including Dynamics Customer Service
Microsoft launched Dynamics 365 Copilot and next-generation AI features for Power Virtual Agents and AI Builder, enabled by Azure OpenAI Service. (Featured on
DestinationCRM.com
.)
Posted March 06, 2023
Zendesk Launches Proactive Messages
Zendesk Proactive Messages enables customer experience teams to have more timely and personalized conversations with customers. (Featured on
DestinationCRM.com
.)
Posted March 03, 2023
D-ID Launches Chat API
D-ID's live-streaming API provides a human user interface for conversational AI.
Posted March 01, 2023
20 Percent of Inbound Customer Service Contact Will Come From Machines by 2026
Gartner says advances in conversational AI, automation, and low-code resources will impact customer service interactions
Posted March 01, 2023
Kore.ai Launches AgentAssist for Salesforce Service Cloud Voice on AppExchange
Kore.ai AgentAssist for Salesforce Service Cloud Voice automates manual tasks and supports agents in real time. (Featured on
DestinationCRM.com
.)
Posted February 24, 2023
Boost.ai Partners with Lydonia
Boost.ai and Lydonia join forces to create AI-powered intelligent automation solutions. (Featured on
DestinationCRM.com
.)
Posted February 23, 2023
Waterfield Tech Acquires Dice Communications
Waterfield broadens its solution portfolio and value-added services for contact centers with its Dice acquisition. (Featured on
DestinationCRM.com
.)
Posted February 23, 2023
Level AI Introduces AgentGPT
Level AI's AgentGPT uses generative AI to answer customer and agent queries. (Featured on
DestinationCRM.com
.)
Posted February 23, 2023
CommBox Launches in the US and Integrates with Amazon Connect
CommBox's Amazon Connect integration enables contact centers with voice and messaging solutions on one platform.
Posted February 22, 2023
Cognigy Joins AWS's ISV Accelerate Program
Conversational AI provider Cognigy will participate in co-sell program for AWS Partners.
Posted February 22, 2023
Connected Reps Will Improve Contact Center Efficiency by 30 Percent, Gartner Finds
By investing in a connected rep strategy, customer service leaders can reduce their reliance on costly talent strategies, Gartner states in a new report.
Posted February 16, 2023
What Customer Service and Support Leaders Should Know About ChatGPT
Get started by learning all you can about ChatGPT to make sure the right resources are in place.
Posted February 16, 2023
Yellow.ai Launches Dynamic Conversation Designer
Yellow.ai's Dynamic Conversation Designer helps companies create chat and voice conversation flows with generative AI. (Featured on
DestinationCRM.com
.)
Posted February 15, 2023
eGain Integrates with Microsoft Teams
eGain's Knowledge Hub is being connected to Microsoft Teams to help agents deliver answers to customer queries. (Featured on
DestinationCRM.com
.)
Posted February 15, 2023
Authenticx Launches Autoscoring Tool
Authenticx's Autoscoring Tool helps companies analyze and evaluate customer interactions. (Featured on
DestinationCRM.com
.)
Posted February 14, 2023
Zoho Launches Trident Unified Communications Platform and Workplace Updates
Zoho is adding collaboration capabilities with its Trident launch and Workplace upgrades.
Posted February 09, 2023
CloudHesive Rebrands Dextr Flex as ConnectPath CX
ConnectPath CX. built for Amazon Connect contact centers, now includes more it agent management, contact center operations, and reporting capabilities.
Posted February 09, 2023
eGain Releases Instant Answers with Generative AI
eGain Instant Answers helps users find relevant answer snippets from enterprise knowledge bases using generative artificial intelligence.
Posted February 08, 2023
Alida Launches Total Experience Management's Winter 2023 Release
Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023
GoTo Launches GoTo Customer Engagement
GoTo Customer Engagement provides customer communication with two-way digital channels, including SMS campaigns, webchat, and social media.
Posted February 07, 2023
Yobi Launches Call Summarization
Yobi Call Summarization includes a searchable transcript, action items, and notes.
Posted February 07, 2023
Uniphore Acquires Red Box
Uniphore's acquisition of Red Box strengthens its ability to capture conversation data. (Featured on
SpeechTechMag.com
.)
Posted February 03, 2023
ID R&D Awarded Patent for Continuous Biometric Authentication in Chatbots and Virtual Assistants
ID R&D's approach captures multiple biometrics, including voice, in the background during chatbot communications. )Featured on
SpeechTechMag.com
.)
Posted February 03, 2023
LivePerson Adds Generative AI to Conversational Cloud
LivePerson's Conversational Cloud gets an upgrade with generative capabilities, including chatGPT.
Posted February 01, 2023
PagerDuty for Customer Service in ServiceNow CSM Now Available
PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023
Observe.AI Launches Real-Time AI for Contact Centers
Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023
Intercom Adds GPT-3.5-Enabled Features
Intercom adds GPT-3.5-enabled content composition and interaction summary features to its customer service platform.
Posted January 31, 2023
NICE Deepens Partnership with Cognizant
NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023
NICE Launches Conversational CX With ChatGPT-Enabled CXone
NICE's integration of CXone Expert and OpenAI's generative modeling enables consumers to resolve issues with automated self-service.
Posted January 26, 2023
SupportLogic Acquires Emtropy Labs
SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on
DestinationCRM.com
.)
Posted January 25, 2023
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