Automated Support

By acquiring cusomer engagement platform provider Dimelo, RingCentral can help customers speed up their digital transformation.
Posted October 12, 2018

The acquisition of FriendlyData allows ServiceNow users to ask their queries in natural language. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Altitude Software will embed eGain's AI and Knowledge Management into its Xperience Suite. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Speakeasy AI Analytics 2.0 delivers dynamic real-time voice intent reporting that can pull in outside data and embed dashboards and reports within other enterprise applications.
Posted October 10, 2018

Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018

VoiceFoundry, a consulting services provider for Amazon Connect, has achieved APN Advanced Consulting Partner Status.
Posted October 10, 2018

Ozonetel's Freshdesk integration brings caller details to agents prior to picking up the call.
Posted October 09, 2018

Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018

Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.
Posted October 05, 2018

CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.
Posted October 04, 2018

Quovim C3 is acquiring workforce management and customer experience consulting firm SSA Solutions. (Featured on DestinationCRM.com.)
Posted October 04, 2018

Aspect Via 18.1 offers smarter omnichannel automation, streamlined performance insights, improved employee engagement, and GDPR compliance.
Posted October 04, 2018

Waterfield Technologies will now be able to provide Bright Pattern's customer support technology.
Posted October 03, 2018

[24]7.ai will offer conversational and transactional chat and chatbot support to consumers across Apple iOS devices worldwide.
Posted October 02, 2018

ProProfs Help Desk integrates ProProfs Knowledge Base, ProProfs Chat, team collaboration tools and customer support analysis. (Featured on DestinationCRM.com.)
Posted October 02, 2018

Dynamics users can now tap Directly's AI and the gig economy for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 01, 2018

Acqueon's integration will deliver an outbound communication solutions with real-time compliance, multichannel orchestration, and advanced analytics built natively to Amazon Connect.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

Verint has joined the Microsoft One Commercial Partner Program and is extending its recording solution for Microsoft Skype for Business and Microsoft Teams.
Posted September 26, 2018

Salesforce and Amazon Web Services have expand their strategic alliance to deepen integrations between Salesforce Service Cloud and Amazon Connect.
Posted September 25, 2018

Today's bots are better equipped to handle customer queries directly or pass the right information on to agents.
Posted September 25, 2018

The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.
Posted September 20, 2018

The merger brings together two speech technology and multifactor authentication providers.
Posted September 19, 2018

Neustar's Outbound Dialing Solution enhances CRM records, prevents outbound calls from being blocked or mislabeled as spam, and optimizes calling strategies.
Posted September 19, 2018

The partnership opens up new automation and on-demand customer service capabilities for Talkdesk users.
Posted September 19, 2018

INI FormStudio simplifies self-service response collection with support for visual IVR, transcription engines, and speech-to-text.
Posted September 18, 2018

Discourse.ai's System of Record for Customer Conversations is part of the Cognition platform for building intelligent assistants.
Posted September 13, 2018

TRUSTID's newest caller identification and risk reduction service for customer call centers enables expansion into new markets.
Posted September 13, 2018

The Asteria acquisition allows Phonesuite to add a full-service ACD to its VoiceWare platform.
Posted September 13, 2018

Twilio will integrate Ytica's workforce optimization, reporting, and speech analytics capabilities into Flex.
Posted September 11, 2018

Contact center solutions provider Alliance is adding lead generation to its capabilities by pairing with digital marketing agency SunHouse Marketing. (Featured on DestinationCRM.com.)
Posted September 10, 2018

New capabilities bring artificial intelligence and machine learning to deliver and make sense of data. (Featured on DestinationCRM.com.)
Posted September 07, 2018

Zappix Outbound Engagement lets users send appointment and bill reminders, status updates, and other information to customers via email or text.
Posted September 06, 2018

Avtex will bring Semafone's contact center security solutions and PCI DSS compliance expertise to its North American clientele.
Posted September 05, 2018

A report from Acute Market Reports predicts big growth for customer communication management, especially in managed services. (Featured on DestinationCRM.com.)
Posted September 05, 2018

The market for customer experience management solutions is expected to grow at a compounded annual rate of 22.9 percent through 2025, Grand View Research predicts. (Featured on DestinationCRM.com.)
Posted September 04, 2018

[24]7.ai and KPMG align to bring intent-driven customer engagement solutions to large enterprises.
Posted August 29, 2018

NICE's new machine learning-based feature automatically and preemptively exposes imposters in contact center interactions.
Posted August 29, 2018

Added functionality lets Salesforce users transition between voice and other communication channels in Service Cloud.
Posted August 28, 2018

New integration provides access across platforms for enhanced collaboration. (Featured on DestinationCRM.com.)
Posted August 27, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

EXPRESS is an end-to-end platform for turning customer dialog transcripts into artificial intelligence. (Featured on DestinationCRM.com.)
Posted August 27, 2018

A start-up with roots in the United States and India, Observe.AI just secured $8 million in funding to continue developing its artificial intelligence-powered call center system.
Posted August 24, 2018

AI is not going to take over the world, but it will improve worker productivity in the next few years.
Posted August 24, 2018

The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 2018

AI-powered feature enables connectivity to previously inaccessible virtual desktop environments.
Posted August 22, 2018

Avtex and Adapt are positioned to deepen services in the customer experience arena. (Featured on DestinationCRM.com.)
Posted August 21, 2018

NICE will integrate Mattersight Predictive Behavioral Routing with Nexidia Interaction Analytics and CXone. (Featured on DestinationCRM.com.)
Posted August 21, 2018

Red Box users can now import audio and transcripts of enterprise-wide voice conversations into Salesforce. (Featured on DestinationCRM.com.)
Posted August 21, 2018