CRM

Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on DestinationCRM.com and in CRM magazine's June 2023 issue.)
Posted June 02, 2023

Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023

TCN continues to strengthen its compliance solutions, helping its clients navigate the challenges with SMS consent and deliverability.
Posted May 30, 2023

Together Cognigy and Black Box hope to accelerate deployment of conversational AI in contact centers.
Posted May 26, 2023

Awaken and IRIS are teaming up to provide better audio solutions for transcribing and analyzing contact center interaction recordings. (Featured on SpeechTechMag.com.)
Posted May 25, 2023

Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations. (Featured on DestinationCRM.com.)
Posted May 25, 2023

Are you making innovative decisions or falling for the hype? Here's a look at what it truly means to be innovative.
Posted May 24, 2023

Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing.
Posted May 24, 2023

PolyAI's customer-led voice assistants are now available to help AWS clients evolve their customer self-service experiences.
Posted May 23, 2023

Mutare's Voice Traffic Filter is now available on the Five9 CX Marketplace and can be integrated with the Five9 Intelligent CX Platform.
Posted May 23, 2023

Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023

TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023

Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023

Aquant's Service Co-Pilot uses a ChatGPT plugin to generate recommendations to service-related problems.
Posted May 18, 2023

Zenvia's new chatbot now comes with ChatGPT to help contact center agents find answers.
Posted May 16, 2023

Genesys Cloud EX is a stand-alone solution for managing contact center and back-office employees.
Posted May 16, 2023

Simplr's Cognitive Paths offers AI training parameters and enterprise-grade security.
Posted May 11, 2023

Boost.ai's version 12 boasts a hybrid natural language understanding approach for improved accuracy.
Posted May 11, 2023

Zendesk's AI was trained using 18 billion tickets and trillions of data points.
Posted May 10, 2023

Intradiem's new patent protects its ability to capture vast quantities of data and provide enhanced controls to maintain compliance with strict data storage requirements.
Posted May 10, 2023

ASAPP AutoAssist can provide real-time suggestions for contact center agents.
Posted May 09, 2023

Dialpad will leverage Google Cloud's Vertex AI alongside its own AI to power 12 next-generation AI features.
Posted May 09, 2023

Revamped solution enhances Microsoft Teams with advanced telephony, mobile experience, SMS, fax, integrations, and faster performance.
Posted May 09, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

ID R&D's patented advances in detection of recorded and synthetic voice provide a new level of protection against fraud. (Featured on SpeechTechMag.com.)
Posted May 05, 2023

Pindrop's partnership with Google Cloud expands deployment options for its advanced voice authentication solutions. (Featured on SpeechTechMag.com.)
Posted May 05, 2023

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on DestinationCRM.com.)
Posted May 04, 2023

CallMiner advances its platform through Microsoft's Azure Cognitive Services, including early access to OpenAI.
Posted May 03, 2023

MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023

AI voice banking and secure messaging features add simplicity and security to customer interactions via the Glia platform.
Posted May 02, 2023

TTEC's WFM Adapter for Microsoft Dynamics 365 Customer Service adds workforce management capabilities to Microsoft's digital contact center platform.
Posted May 02, 2023

Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023

Bucher + Suter's b+s Connects integrates Salesforce Service Cloud Voice and Webex Contact Center.
Posted May 02, 2023

Bright Pattern's Omni-Enterprise CX allows any employee (even people outside the contact center) to connect to customers on any channel.
Posted May 02, 2023

Intermedia's AI Interaction Summary automatically transcribes and summarizes contact center calls. (Featured on SpeechTechMag.com.)
Posted May 02, 2023

AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023

8x8 XCaaS feature updates include conversational AI self-service, audit history, enhanced mobile administration, and more.
Posted April 27, 2023

FMI projects 25 pecent CAGR for CPaaS solutions through 2032, fueled largely by chatbot adoption.
Posted April 26, 2023

Yellow.ai's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023

Cogito's EX Score measures contact center agents' sentiment in customer service interactions.
Posted April 25, 2023

LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023

Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023

Infobird adds ChatGPT to its customer service bot.
Posted April 25, 2023

Uniphore's U product portfolio is now available to AWS customers worldwide. (Featured on DestinationCRM.com.)
Posted April 21, 2023

IntelePeer SmartAgent will leverage generative AI alongside its analytics and conversational AI solutions.
Posted April 20, 2023

UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023

The newest features in CallRail's Conversation Intelligence Suite add call summaries and sentiment analysis. (Featured on SpeechTechMag.com.)
Posted April 19, 2023

CallMiner's integration with Zoom Meetings enables users to ingest and analyze video and audio from the collaboration and communication platform. (Featured on SpeechTechMag.com.)
Posted April 18, 2023

Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on DestinationCRM.com.)
Posted April 18, 2023

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library