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Automated Support
NICE Acquires MindTouch, Launches CXone Expert
MindTouch's technology and CXone Expert advance NICE's digital self-service capabilities.
Posted April 20, 2021
Vonage Adds Visual Engagement to Contact Center
New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics.
Posted April 15, 2021
NVIDIA Launches Jarvis Interactive Conversational AI Framework
Jarvis Interactive Conversational AI Framework's pre-trained deep learning models and software tools enable developers to adapt Jarvis to specific industries. (Featured on
SpeechTechMag.com
.)
Posted April 14, 2021
Intradiem’s Intelligent Automation Solutions Now Available through Avaya Select Product Program
Customers can now order Intradiem's Intelligent Automation solutions for customer service teams directly from Avaya and its channel partners.
Posted April 14, 2021
Semafone Partners with Avaya
Avaya has become a reseller for Semafone's payment security solutions and integrated them with its Avaya OneCloud contact center solutions.
Posted April 13, 2021
Pegasystems Launches Process AI
Pega Process AI uses artificial intelligence to triage incoming customer requests. (Featured on
DestinationCRM.com
.)
Posted April 13, 2021
Cyara Launches Call Explorer
Cyara Call Explorer is an automated platform for building and executing IVR test scripts. (Featured on
SpeechTechMag.com
.)
Posted April 13, 2021
Microsoft Acquires Nuance in $19.7 Billion Deal
Microsoft will incorporate Nuance's technology in its cloud products for health care. (Featured on
SpeechTechMag.com
.)
Posted April 12, 2021
Acquire Launches Conversational Customer Experience Platform
Acquire's unified CX platform lets consumers and companies engage over multiple channels. (Featured on
DestinationCRM.com
.)
Posted April 06, 2021
ServiceNow Partners with Qualtrics
ServiceNow and Qualtrics are combining workflows and employee and customer experience data. (Featured on
DestinationCRM.com
.)
Posted April 06, 2021
Windstream Enterprise Updates OfficeSuite UC Contact Center Services
Windstream has added outbound calling features to its OfficeSuite UC contact center solutions.
Posted April 02, 2021
Neustar Launches SmartDial with Best Time to Dial Decisioning
Neustar SmartDial leverages phone behavior intelligence to preload dialer systems with the best time of day and day of the week to call each contact.
Posted March 31, 2021
Voximplant Integrates with Google Cloud Dialogflow CX
Voximplant powers new virtual agent AI capabilities that integrate with Google Cloud Contact Center AI.
Posted March 31, 2021
Talkdesk Launches AI Trainer for Contact Centers
Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models.
Posted March 31, 2021
Simplr Partners with Gladly
The combined power of Simplr's and Gladly's customer service platforms helps companies provide in-the-moment, personalized customer care.
Posted March 31, 2021
Infosys Partners with LivePerson
Infosys Cobalt and LivePerson's Conversational Cloud and AI combine to help companies capitalize on conversational experiences.
Posted March 31, 2021
LiveVox Launches Version 15 of Its Contact Center Platform
Version 15 of the LiveVox platform includes improvements to agent experience, increased automation, and enhanced omnichannel communications.
Posted March 26, 2021
ServiceNow to Acquire Intellibot
Intellibot will extend automation capabilities within ServiceNow's Now Platform.
Posted March 24, 2021
Strong Growth Expected for Voice Biometrics
Research firm MarketsandMarkets projects the global voice biometrics market to reach $2.845 billion by 2024. (Featured on
SpeechTechMag.com
.)
Posted March 24, 2021
AVOXI Integrates with Zendesk, HubSpot, FreshDesk, and ServiceNow
New CRM integrations allow for the sharing of call recordings and analytics. (Featured on
SpeechTechMag.com
.)
Posted March 23, 2021
Thoma Bravo Acquires Calabrio
Thoma Bravo acquired speech and contact center software vendor Calabrio from fellow investment firm KKR. (Featured on
DestinationCRM.com
.)
Posted March 23, 2021
4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now
To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)
Posted March 23, 2021
NICE Adds Real-Time Behavioral Insights from Enlighten AI to Its NEVA Desktop Guidance Platform
Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests. (Featured on
DestinationCRM.com
.)
Posted March 19, 2021
Sabio Group Acquires Voicebot Provider Fonetic
Sabio's acquisition of Fonetic strengthens its artificial intelligence and automation portfolio. (Featured on
SpeechTechMag.com
.)
Posted March 19, 2021
Genesys to Acquire Bold360 from LogMeIn
Genesys will add Bold360 to its digital and artificial intelligence business unit.
Posted March 19, 2021
Avaya Adds to Spaces Platform
Avaya Spaces additions enable the hybrid work-from-anywhere era.
Posted March 18, 2021
Alorica Partners with Talkdesk
Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021
Fuze Adds Contact Center Updates and Envision Integration
Expanded mobility and visibility and new partnership strengthens Fuze's cloud contact center offering.
Posted March 17, 2021
Cresta Launches Cresta for Voice
Cresta for Voice uses artificial intelligence to improve voice-based customer conversations.
Posted March 16, 2021
Bright Pattern Launches Mobile Agent Desktop App
Bright Pattern Mobile Agent Desktop connects remote contact center agents and employees outside the contact center.
Posted March 16, 2021
8x8 Launches 8x8 Contact Center for Microsoft Teams
8x8 Contact Center for Microsoft Teams allows organizations to integrate customer engagement and telephony capabilities with Microsoft Teams.
Posted March 15, 2021
Vonage Receives AWS Machine Learning Competency in Applied AI
AWS Competency allows Vonage to bring more AWS AI capabilities to contact centers.
Posted March 11, 2021
Natterbox Launches Insight to Analyze Call Recordings
Natterbox Insight automatically surfaces training opportunities for sales and service supervisors. (Featured on
DestinationCRM.com
.)
Posted March 10, 2021
Zappix Partners with Lifesize on Visual IVR Solutions
Zappix has integrated its visual IVR technology with Lifesize's CxEngage contact center software.
Posted March 10, 2021
NICE inContact Adds AI in Spring 2021 Release of CXone
The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021
Haptik Integrates with Zendesk
Haptik launches deep integrations with Zendesk across its Support, Chat, and Sunshine products.
Posted March 09, 2021
Smart Choice Communications Offers Smart Contact Center
Smart Choice's Smart Contact Center is a fully customizable. cloud-based contact center. (featured on
DestinationCRM.com
.)
Posted March 09, 2021
Pypestream Launches Customer Engagement Center on AWS
Pypestreams's conversational AI plataform has been built on Amazon Web Services and automatically escalates to Amazon Connect.
Posted March 04, 2021
TTEC Acquires Avtex
TTEC is acquiring fellow customer experience technology and services provider AVTEX. (Featured on
SpeechTechMag.com
.)
Posted March 04, 2021
VOXOX Adds Features to Its Cloud-Based Communication Platform
New updates to increase convenience and usability for businesses to better connect with their customers
Posted March 03, 2021
Auraya Launches EVA Voice Biometrics 2.0 on AWS Marketplace
Auraya built EVA 2.0 specifically for Amazon Connect contact centers. (Featured on
SpeechTechMag.com
.)
Posted March 03, 2021
Observe.AI Launches Agent Performance & Coaching Suite
Observe.AI's artificial intelligence-powered Agent Performance & Coaching Suite improves agents' skills with performance analytics. (Featured on
DestinationCRM.com
.)
Posted March 03, 2021
SearchUnify Launches Customer Support Suite
SearchUnify's customer support and self-service apps are designed to increase agent productivity. (Featured on
DestinationCRM.com
.)
Posted March 03, 2021
Microsoft Announces Dynamics 365 Capabilities at Ignite Event
Updates to Microsoft Dynamics include a slew of new capabilities and Teams integrations. (Featured on
DestinationCRM.com
.)
Posted March 02, 2021
3Fiftynine Releases Repleye for Twilio Flex
3Fiftynine's integration with Twilio Flex helps contact center agents deal with email interactions. (Featured on
DestinationCRM.com
.)
Posted March 01, 2021
Cyara Deepens Relationship with AWS
Cyara has been accepted into the Amazon Web Services ISV Accelerate and Public Sector Partner Programs.
Posted February 25, 2021
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
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