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Automated Support
LivePerson Partners with AWS
LivePerson's AWS integration will help companies unify voice and digital customer experiences.
Posted August 26, 2025
Sendbird Launches Voice AI
Sendbird Voice AI provides seamless integration with SMS, email, and chat for customer service. (Featured on
SpeechTechMag.com
.)
Posted August 26, 2025
Thoma Bravo Acquires Verint
Verint will merge with Calabrio to create an AI-driven customer experience powerhouse. (Featured on
DestinationCRM.com
.)
Posted August 25, 2025
CallMiner Releases OmniAgent
CallMiner OmniAgents are virtual agents that help companies engage customers across voice and digital channels. (Featured on
DestinationCRM.com
.)
Posted August 20, 2025
Dialpad Releases AI-Powered Contact Center Updates
Dialpad's latest platform updates include new integrations, reporting, analytics, and insights.
Posted August 19, 2025
8x8 Launches Updates Across the 8x8 Platform for CX
8x8 has added AI-driven engagement, payments, and personalization to its flagship platform. (Featured on
.)
Posted August 19, 2025
MNET Partners with 8x8
New integration bridges 8x8 Platform for CX with core banking systems from MNET
Posted August 15, 2025
Five9 Launches Five9 Fusion for Epic
Five9 integrates its cloud contact center technology with Epic's EHRs through Five9 Fusion for Epic.
Posted August 15, 2025
CommunityWFM Unveils Advanced AI-Driven Forecasting
AI delivers fully automated forecasting in CommunityWFM's contact center software.
Posted August 13, 2025
NiCE Deepens Partnership with Salesforce
Expanded collaboration brings NiCE's CXone Mpower together with Agentforce in Salesforce Service Cloud.
Posted August 13, 2025
Intiveo Expands Voice Capabilities to Multi-Location Practices
Intiveo has expanded the availability of Intiveo Voice for multi-location dental practices. (Featured on
DestinationCRM.com
.)
Posted August 12, 2025
Cresta Launches Agent Assist and Conversation Intelligence for Email
Agent Assist for email empowers teams to deliver support on that channel; while email support in Conversation Intelligence unlocks voice of the customer visibility in email exchanges.
Posted August 12, 2025
TPx Launches UCx Contact Center
TPx's UCx Contact Center is a cloud-based solution for support across voice and digital channels.
Posted August 12, 2025
Capacity Acquires Call Criteria and Verbio Technologies
Capacity acquires Call Criteria and Verbio Technologies to expand speech analytics, voice automation, and QA capabilities.
Posted August 08, 2025
IntelePeer Launches SmartAgent Agentic AI for Dental
IntelePeer's latest SmartAgent release is tailored for dental service organizations.
Posted August 07, 2025
CommunityWFM Unveils Advanced AI Driven Forecasting
New AI delivers fully automated forecasting for contact center operations.
Posted August 07, 2025
8x8 Adds AI Enhancements Across Its CX Platform
8x8's recent innovations around AI accelerate agent and self=service interactions.
Posted August 07, 2025
NiCE and RingCentral Extend Partnership
The renewed partnership between NiCE and RingCentral strengthens integrated AI-powered UCaaS and CCaaS solutions.
Posted August 06, 2025
RingCentral Expands AI Receptionist
New capabilities added to AIR include scheduling with Google and Outlook, additional language support, and an expanded international footprint.
Posted August 06, 2025
Bill Seeks to Protect Americans’ Access to U.S.-Based Customer Service
The Keep Call Centers in America Act would ensure when Americans call a call center, they can speak to a human located in the United States
Posted August 05, 2025
Pega Introduces Advanced Self-Service Combining Pega Blueprint and Pega Predictable AI Technology
Pega's new service offering embeds enterprise workflows into any self-service channel to deliver consistent conversational experiences.
Posted August 05, 2025
Glance Partners with CloudHesive
Cloudhesive customers can now leverage Glance's Guided CX for real-time, personal digital interactions.
Posted August 05, 2025
AT&T Adds to Office@Hand
AT&T has expanded its Office@Hand business communications portfolio with RingCX Contact Center and RingSense Conversational Intelligence.
Posted August 04, 2025
Salesforce and ServiceNow Invest $1.5 Billion in Genesys
Investment strengthens Genesys' partnerships with Salesforce and ServiceNow to accelerate agentic AI customer experience orchestration. (Featured on
DestinationCRM.com
.)
Posted August 01, 2025
Alvaria and CallMiner Partner
Alvaria and CallMiner platform users benefit from deep customer insights, agent guidance, personalized outreach capabilities, and more. (Featured on
DestinationCRM.com
.)
Posted July 30, 2025
Onix Acquires UJET Services Unit
Acquisition strengthens Onix's capabilities with Google Cloud's Customer Engagement AI Suite and unites its Agentspace and Agentic AI with UJET CCaaS solutions. (Featured on
DestinationCRM.com
.)
Posted July 29, 2025
Hyperlink InfoSystem Launches Clever247.ai Voice AI
Hyperlink InfoSystem's Clever247.ai is a voice AI platform to automate sales and support calls. (Featured on
SpeechTechMag.com
.)
Posted July 29, 2025
PCI Pal Launches Fraud Management Suite for Contact Centers
AI-powered risk scoring is now available on the PCI Pal platform.
Posted July 29, 2025
NiCE Acquires Cognigy for $955 Million
Acquisition combines NiCE's CXone Mpower with Cognigy's conversational and agentic AI. (Featured on
DestinationCRM.com
.)
Posted July 28, 2025
Cognigy Partners with TeKnowledge
Cognigy and TeKnowledge are working together to accelerate agentic AI adoption in customer service. (Featured on
DestinationCRM.com
.)
Posted July 24, 2025
3CLogic Expands Partnership with ScreenMeet
Expanded partnership elevates ServiceNow-powered customer and IT support with voice AI and rich video collaboration. (Featured on
DestinationCRM.com.)
Posted July 23, 2025
White Label Communications Acquires Grupo NGN
Grupo NGN acquisition adds CCaaS capabilities to White Label's portfolio. (Featured on
DestinationCRM.com
.)
Posted July 23, 2025
Avaya Accelerates MCP Support for Avaya Infinity
Avaya and Databricks have partnered to deliver governance and security for AI at scale. (Featured on
DestinationCRM.com
.)
Posted July 23, 2025
ASAPP Expands GenerativeAgent
Human-in-the-loop agent, conversation monitoring, and testing and simulation features expand ASAPP's GenerativeAgent. (Featured on
DestinationCRM.com
.)
Posted July 23, 2025
Publicis Sapient Brings Multi Agentic Platform for Customer Services to AWS Marketplace's AI Agents and Tools Category
Multi Agentic Platform for Customer Services supports MCP for integration into enterprise landscapes and A2A for streamlined agent communication.
Posted July 16, 2025
Three Trends That Will Shape the Future of Customer Service
Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts. (Featured on
DestinationCRM.com,/em>.)
Posted July 16, 2025
Cyara Updates Its Testing Platform
Cyara's latest platform update includes advanced artificial intelligence validation, real-time monitoring, and no-code test automation. (Featured on
DestinationCRM.com
.)
Posted July 15, 2025
Twilio Launches Event Triggered Journeys in Twilio Engage, Data Residency for Email (EU), and WhatsApp Business Calling
Twilio has expanded its platform with real-time personalization, data residency control, and WhatsApp Business Calling.
Posted July 15, 2025
Intermedia Debuts AI Supervisor Assist
Intermedia's AI Supervisor Assist helps contact centers improve performance in real time.
Posted July 11, 2025
Liberate Partners with Five Sigma
The Liberate-Five Sigma Partnership brings voice automation to insurance customer service calls.
Posted July 08, 2025
Connectel Launches AI Solution for More Human Customer Dialogues
Connectel's automated voice technology is for businesses with high call volume.
Posted July 08, 2025
Tips for Driving Customers to Self-Serve
Make self-service options readily available, easy to use, and valuable. (Featured on
DestinationCRM.com
.)
Posted July 08, 2025
Natterbox Launches AI Assistants and AI Agents
Natterbox AI Assistants and AI Agents can handle up to 70 percent of routine customer queries.
Posted July 08, 2025
Customer Satisfaction with Contact Centers Continues to Slide
According to CCW research, many long-standing pain points have yet to be resolved. (Featured on
DestinationCRM.com
.)
Posted July 02, 2025
Conversational AI to Reach $41.39 Billion by 2030
Human-like interactions are reshaping customer engagement and automation, The Research Insights finds. (Featured on
SpeechTechMag.com
.)
Posted July 01, 2025
Ultatel Launches Intelligent Voice AI Agent for Task Automation
Ultatel's Intelligent Voice AI Agent is a fully managed service for handling routine customer service tasks. (Featured on
DestinationCRM.com
.)
Posted July 01, 2025
The CX Leader’s Guide to Agentic AI Readiness
CX leaders are facing growing pressure to adopt intelligent systems, but scaling agentic AI requires a deliberate foundation rooted in structure, visibility, and governance.
Posted June 30, 2025
Eltropy Launches Desktop Application
Eltropy's Desktop App uses fewer system resources and offers faster access than browser-based systems.
Posted June 27, 2025
AVOXI Embeds AI into Cloud Voice Platform
New capabilities include Proactive Services, Intelligent Caller ID, Digest, and SIP Refer and Advanced SIP Messaging.
Posted June 25, 2025
8x8 Launches Verif8
8x8's Verif8 provides one-time password verification for customer interactions.
Posted June 25, 2025
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Webinars
AI Initiatives for CX: Why They Fail and How to Succeed
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Customer Service Reinvented: CCaaS, WEM, and AI in Action
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GTM Planning: Harnessing AI to Stay Ahead of the Competition
Predictive Analytics & AI: The Future of Customer Service
The Role of AI in Compliance and Data Privacy
AI in Fraud Detection and Prevention
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2025 Customer Experience Wins - What Worked and Why
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G2 Summer 2025 Report for Contact Center Operations
Powering Exceptional Customer Experiences in Retail
UJET Industry Blueprint - Serving Every Market
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The End of Customer Experience as We Know It
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