NICE Enlighten Fraud Prevention uses AI and voice biometrics to scan calls and identify fraudulent behavior.
Posted November 19, 2020
Clarabridge's text and speech analytics integrates with Oracle Cloud CX Service, connecting users to hundreds of feedback sources. (Featured on DestinationCRM.com.)
Posted November 19, 2020
Included with Intermedia Contact Center Pro and Elite packages, Easy-IVR will help companies build and deploy IVRs in as little as 5 minutes. (Featured on SpeechTechMag.com.)
Posted November 18, 2020
The combination of Serviceaide and Wendia will enable intelligent service and support powered by AI, knowledge, and automation.
Posted November 18, 2020
The partnership combines contact center analytics with domain expertise. (Featured on DestinationCRM.com.)
Posted November 18, 2020
The combination of Medallia Experience Cloud and Oracle CX Service delivers deep insights for superior customer service. (Featured on DestinationCRM.com.)
Posted November 17, 2020
PCI Pal has collaborated with Oracle to offer enhanced payment security to its contact center customers. (Featured on DestinationCRM.com.)
Posted November 17, 2020
Partnership combines NICE's attended automation and AI with Symphony's methodologies for rapid integration. (Featured on DestinationCRM.com.)
Posted November 17, 2020
Contact centers have been slow to move to the cloud, but that effort is expected to grow dramatically through 2027, according to Mordor Intelligence.
Posted November 17, 2020
TechSee's Visual Remote Assistant is being integrated into Salesforce Service Cloud and Salesforce Field Service.
Posted November 13, 2020
Research firm Marqual IT Solutions anticipates growing interest in contact center artificial intelligence solutions among smaller firms.
Posted November 10, 2020
Zendesk will provide enhanced customer conversations on WhatsApp, Facebook Messenger, and Instagram directly within Zendesk. (Featured on DestinationCRM.com.)
Posted November 10, 2020
VoiSentry extends functionality with improvements to presentation attack detection, verification/identification algorithms, and more. (Featured on SpeechTechMag.com.)
Posted November 03, 2020
RingCentral Office is now available to startups building on AWS.
Posted November 02, 2020
The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies.
Posted November 02, 2020
Voice biometrics can shave three to five seconds off average handle times and significantly reduce fraud risks, making it a valuable contact center tool.
Posted October 30, 2020
CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights.
Posted October 28, 2020
The newest version gives agents more self-service control over their work schedules.
Posted October 27, 2020
Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries. (Featured on DestinationCRM.com.)
Posted October 27, 2020
Zappix and Fonative team up to deliver additional self-service technology to contact centers. (Featured on DestinationCRM.com.)
Posted October 27, 2020
Slingshot Chatbot and IVR-to-Text will enable pest control and home services providers to automate scheduling, billing, and other customer service tasks. (Featured on DestinationCRM.com.)
Posted October 23, 2020
Through the agreement, Pax8 can now resell the 8x8 Open Communications Platform.
Posted October 22, 2020
Mindsay's Customer Service Chatbot includes conversational artificial intelligence capabilities.
Posted October 22, 2020
MarketsandMarkets projects a 20.2 percent CAGR for speech analytics over the next five years. (Featured on SpeechTechMag.com.)
Posted October 21, 2020
The Digital Employee Builder lowers technical barriers for implementing conversational AI agents.
Posted October 21, 2020
New features leverage AI to protect IVR by monitoring and measuring risk across calls and accounts.
Posted October 21, 2020
RingCentral high-volume SMS lets businesses text customers with customized apps and their business phone numbers.
Posted October 21, 2020
The partnerships between NTT Data and Uniphore expand robotic process automation for contact centers. (Featured on DestinationCRM.com.)
Posted October 21, 2020
Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform.
Posted October 19, 2020
Businesses can now handle Instagram Messaging requests at scale with Zendesk.
Posted October 19, 2020
Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Posted October 19, 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020
But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020
Kakapo's SMS Queues functionality adds another support channel to its applications for customer support.
Posted October 15, 2020
Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020
ID R&D has partnered with Red Box to simplify biometric authentication in the contact center. (Featured on DestinationCRM.com.)
Posted October 15, 2020
SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on DestinationCRM.com.)
Posted October 14, 2020
The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020
Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020
UJET Virtual Agent provides conversational artificial intelligence and automation for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 13, 2020
The deal blends Segment's customer data platform with Twilio's customer communications platform. (Featured on DestinationCRM.com.)
Posted October 13, 2020
HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
Posted October 09, 2020
Natterbox's integration with Microsoft Teams and Salesforce brings call functionality and visibility to both platforms. (Featured on DestinationCRM.com.)
Posted October 08, 2020
Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.
Posted October 07, 2020
Blue Prism Service Assist is a contact center automation platform for routine tasks.
Posted October 07, 2020
Call Journey's Data Bridge is a voice data visualization feature.
Posted October 07, 2020
Red Box and RingCentral deliver voice and video capture integrated with unified communications.
Posted October 06, 2020
Cresta's AI Coaching software integrates with Amazon Connect for real-time performance optimization of sales and support teams.
Posted October 06, 2020
Twilio unveiled several digital tools to help online and remote employees.
Posted September 30, 2020
Talkdesk Remote and Talkdesk On The Go are cloud contact center solutions for at-home agents and mobile workforces.
Posted September 30, 2020