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Automated Support
LivePerson Launches AI Annotator
LivePerson AI Annotator lets agents optimize bots and upskill into AI roles.
Posted February 24, 2021
Bluefin and IVR Technology Group Partner for Phone Payments
The partnership provides secure phone payments directly through Bluefin's PayConex gateway.
Posted February 24, 2021
TELUS Expands Google Cloud Partnership
TELUS' and Google Cloud's joint go-to-market strategy will initially focus on application migration, infrastructure modernization, and Contact Center AI.
Posted February 24, 2021
Access Softek Adds AI-Enabled Agent Advisor to Live Chat
Access Softek's Agent Advisor surfaces responses to customer chat inquiries.
Posted February 24, 2021
UJET Partners with Google
UJET integrates with Google Cloud Contact Center AI (CCAI) and Google Cloud Dialogflow CX.
Posted February 23, 2021
Kustomer Launches App Marketplace
Kustomer is offering a curated set of integrated apps to improve agent productivity.
Posted February 23, 2021
Mindsay Offers Its Customer Service Automation Platform on Genesys AppFoundry
Mindsay's chatbots are now integrated with Genesys Cloud.
Posted February 23, 2021
VHT Partners with Amazon Web Services
VHT will integrate with and offer Amazon Connect with its Mindful platform.
Posted February 18, 2021
Bright Pattern Partners with Dataseti on ITSM Communication Solutions
Bright Pattern's Omnichannel Communication Interaction Platform enables digital transformation, AI-powered automation, and remote service desk capabilities.
Posted February 18, 2021
Sytel Adds Softdial Contact Center (SCC) Client to Salesforce AppExchange
Sytel's customers can now benefit from access to multisession, multichannel contact center functionality embedded within Salesforce.
Posted February 17, 2021
Bright Pattern Deepens Microsoft Integrations
Bright Pattern has integrated its contact center solutions with Microsoft Teams, Dynamics, and Azure.
Posted February 16, 2021
SupportLogic Launches Agent SX
SupportLogic Agent SX is an artificial intelligence-powered platform to improve agent performance and team collaboration.
Posted February 10, 2021
Quiq Launches Quiq Translate
Quiq Translate lets companies provide multilingual customer support. (Featured on
DestinationCRM.com
.)
Posted February 09, 2021
Ada's Chatbot Available on Salesforce AppExchange
Ada's conversational chatbot technology integrates with Salesforce Live Agent. (Featured on
DestinationCRM.com
.)
Posted February 09, 2021
3CLogic Integrates Cloud Contact Center with Zoom
3CLogic's Zoom integration extends its communication platform. (Featured on
DestinationCRM.com
.)
Posted February 09, 2021
Invoca Launches Winter '21 Release
Invoca's Winter '21 release includes new visual dashboards, Conversation Review, and integration with Five9. (Featured on
DestinationCRM.com
.)
Posted February 09, 2021
As Online Shopping Increases, Demand for Fast, Effortless Service Intensifies
Northridge Group finds consumers work too hard to get issues resolved. (Featured on
DestinationCRM.com
.)
Posted February 05, 2021
Customer Service in a Contactless World
How digital + physical is transforming customer experiences.
Posted February 05, 2021
NICE Launches Agile WEM
NICE's Agile WEM enables employee engagement in the work-from-anywhere reality.
Posted February 04, 2021
Five9 Adds Workforce Optimization Integrations
Five9 connects its Five9 Workforce Optimization (WFO) and Five9 Intelligent Cloud Contact Center platforms.
Posted February 04, 2021
Calabrio Adds Calabrio Launch: QM Connector to Salesforce AppExchange
Salesforce Service Cloud integration provides supervisors and agents with access to customer interaction histories.
Posted February 03, 2021
RingCentral Adds Call Supervision, Monitoring, and Sreaming API
RingCentral's platform now includes a call transcription and supervision interface.
Posted February 03, 2021
Zendesk Unveils Suite with Messaging Solution
The new Zendesk Suite brings together all of Zendesk's service capabilities, including messaging, into one offering. (Featured on
DestinationCRM.com
.)
Posted February 01, 2021
8x8 Launches Winter 2021 Release
8x8's Winter 2021 Release delivers customer engagement and cloud communications enhancements across its integrated platforms.
Posted January 29, 2021
Uniphore Introduces U-Trust and U-Assist Assurance
Uniphore U-Trust and U-Assist Assurance heighten contact center security for work-at-home agents.
Posted January 28, 2021
Talkdesk Earns ISO 27701:2019 Security Certification
Talkdesk became the first cloud contact center software provider to achieve ISO 27701:2019 certification for expanded privacy protection.
Posted January 28, 2021
Khoros Acquires Flow.ai
Khoros adds to its conversational AI and chatbot capabilities with its acquisition of Flow.ai.
Posted January 28, 2021
Medallia Partners with Red Box
Integration provides real-time analysis of audio and media data sets captured by Red Box Conversa and transcribed by Medallia Experience Cloud. (Featured on
DestinationCRM.com
.)
Posted January 28, 2021
Serviceaide Launches Point of Business Mobile App
Serviceaide's POB mobile app provides support teams access to POB Web Services from any mobile device.
Posted January 27, 2021
Playvox Acquires Agyle Time
Playvox's acquisition of Agyle Time adds workforce optimization capabilities.
Posted January 27, 2021
Avaya Adds AI to CCaaS and CPaaS with Virtual Agents Integrating Google Cloud Dialogflow CX
Avaya's AI Virtual Agent Enhanced with Google Cloud DialogFlow CX, blends automated and assisted service to contact center interactions.
Posted January 27, 2021
NICE Integrates CXone and Engage with Microsoft Teams
Companies can access NICE inContact CXone contact center controls from Teams and use NICE Engage real-time recording to ensure compliance.
Posted January 26, 2021
EY partners with ASAPP on Contact Center AI
EY leverages ASAPP's artificial intelligence to automate customer service and increase agent performance. (Featured on
DestinationCRM.com
.)
Posted January 25, 2021
Verint Partners with 8x8 on WFM
New partnership offers 8x8 contact center customers integration with Verint Monet and Verint Enterprise. (Featured on
DestinationCRM.com
.)
Posted January 25, 2021
Avaya Collects 600th Contact Center Patent
Avaya's latest U.S. patent covers technology in its OneCloud CCaasS portfolio.
Posted January 22, 2021
Semafone Partners with DataDivider on Payment Solution
Integration between Semafone and DataDivider provides a PCI DSS-compliant payment solution for service providers. (Featured on
DestinationCRM.com
.)
Posted January 21, 2021
Infosys Launches Cortex Customer Engagement Solution
Infosys Cortex combines contact center technologies from Genesys and Google.
Posted January 20, 2021
TeamViewer Acquires Xaleon
TeamViewer gains additional customer service and sales capabilities with its acquisition of Xaleon.
Posted January 20, 2021
Enacomm Partners with BLM Technologies
BLM Technologies will offer its financial institution customers Enacomm's AI-powered conversational banking, intelligent IVR, and omnichannel Fraud Control Module.
Posted January 20, 2021
Kustomer Updates Chat Platform
Kustomer's latest Chat platform delivers AI-powered, personalized customer service. (Featured on
DestinationCRM.com
.)
Posted January 19, 2021
Anywhere 365 Certified for Microsoft Teams
Anywhere365's Dialogue Cloud has become one of the first cloud contact center solutions certified by Microsoft through the Connected Contact Centers program for Microsoft Teams. (Featured on
DestinationCRM.com
.)
Posted January 19, 2021
LiveVox to Merge with Crescent Acquisition
LiveVox joins Crescent Acquisition's portfolio in an $840 million deal.
Posted January 15, 2021
AWS Expands Its AI-Powered Contact Center Intelligence (CCI)
Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on
DestinationCRM.com
.)
Posted January 12, 2021
Haptik Introduces Conversational IVR
Haptik's Conversational IVR solution has been built in partnership with Audiocodes. (Featured on
SpeechTechMag.com
.)
Posted January 11, 2021
VoIP Provider Yay.com Launches Business Instant Messaging
Yay.com is expanding its unified communications platform with an instant messaging and chat service. (Featured on
DestinationCRM.com
.)
Posted January 11, 2021
Pega Acquires Qurious.io for AI-Powered Speech Analytics
Qurious.io's capabilities will assist customer service agents by analyzing service calls in real time. (Featured on
SpeechTechMag.com
.)
Posted January 11, 2021
NICE inContact Supports COVID-19 Vaccine Distribution
NICE inContact CXone is being used to streamline vaccine distribution from vaccine producers to healthcare providers.
Posted January 06, 2021
UJET's Cloud Contact Center Is Now Available on Oracle Cloud Marketplace
UJET has integrated its cloud contact center offering with Oracle Cloud CX Service and made it available on the Oracle Cloud Marketplace.
Posted January 06, 2021
Cresta Launches Cresta for Customer Service
Cresta for Customer Service provides real-time guidance and coaching to agents during customer interactions. (Featured on
DestinationCRM.com
.)
Posted January 04, 2021
Enghouse Acquires Altitude Software
By acquiring the contact center software provider Altitude, Enghouse is expanding its footprint in Latin regions. (Featured on
DestinationCRM.com
.)
Posted January 04, 2021
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