CRM

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

The worldwide CRM software revenue reached nearly 40 billion in 2017. (Featured on DestinationCRM.com.)
Posted April 13, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Oracle has added customer service, marketing, sales, and commerce capabilities to its Customer Experience Cloud suite. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Companies can now access chatbot features like transactional intelligence, context awareness, and seamless escalation via Inbenta's new APIs and SDKs.
Posted April 06, 2018

Jacada Interact V.10 supports the larger Autonomous CX suite to help companies design and build customer support applications.
Posted April 04, 2018

The business process as a service market is expected to reach $72.25 billion by 2025, with customer support and service making up the largest-growing segment.
Posted April 04, 2018

At its TrailheaDX 2018 developer conference last week, Salesforce.com unveiled its new Integration Cloud, a solution that promises to more efficiently bring together systems, devices, and various data sources, and Lightning Flow tool, which aims to eliminate much of the friction associated with process automation.
Posted April 02, 2018

Bright Pattern secures PCI 3.2 certification from Compliance Point to support enterprise contact centers.
Posted March 28, 2018

Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018

NICE inContact CXone will now be available to European companies, with GDPR compliance built in.
Posted March 23, 2018

IDC expects automated customer service agents to be the largest use case for artificial intelligence and cognitive computing.
Posted March 22, 2018

The contact center outsourcer is engaging in cloud transformation using Avaya contact center solutions.
Posted March 21, 2018

The acquisition accelerates the integration of machine learning into the Sparq 3 customer intelligence platform. (Featured on DestinationCRM.com.)
Posted March 21, 2018

Helpshift SensAI allows companies to automate interactions and deliver personalized messages at scale.
Posted March 20, 2018

Vidyard GoVideo for Zendesk lets customer support agents capture and share personal video messages directly within Zendesk. (Featured on DestinationCRM.com.)
Posted March 20, 2018

ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018

Progress NativeChat offers native support for 72 languages and can integrate with web, mobile, and social channels.
Posted March 15, 2018

Native integration to Salesforce Service Cloud Lightning offers businesses more control and flexibility in orchestrating the customer journey across multiple communication channels.
Posted March 15, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

VoiceTrends 2.0 includes more detailed customer journey visualization, enhanced data metrics, and improved APIs
Posted March 14, 2018

Smartcalls allows companies to design flexible outbound calling campaigns with no programming.
Posted March 14, 2018

The company has added a number of new features to its chatbot building software.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018

Executive Overview Dashboard is added to Marchex Speech Analytics to help companies identify, convert, and retain customers with AI and machine learning.
Posted March 13, 2018

Omnichannel speech analytics is now enabled on Voxbone's voice platform through APIs and a web portal.
Posted March 13, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

The gamification platform will become part of Noble's contact center offerings.
Posted March 12, 2018

X Series combines communication, collaboration, and contact center solutions into one platform.
Posted March 12, 2018

The offering is a cloud-native platform for larger contact centers.
Posted March 12, 2018

CallVU's visual IVR and advanced agent-caller collaboration solutions are now available in the NICE CXexchange.
Posted March 09, 2018

RingCentral's Collaborative Contact Center combines intelligent bots and team collaboration.
Posted March 08, 2018

New agent experience extends CxEngage's omnichannel functionality to leading CRM systems.
Posted March 07, 2018

Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018

Jive has integrated its phone and unified communications with Zoho CRM.
Posted March 07, 2018

Aspect AI Assistant Suite combines voice, digital channels, and artificial intelligence.
Posted March 07, 2018

Bright Pattern's Spring 2018 release features active-active disaster containment, a streamlined agent desktop, and artificial intelligence.
Posted March 06, 2018

Fixed-price offer empowers companies to deploy AI virtual agents in just 60 days.
Posted March 01, 2018

ZaiLab's cloud-based platform offers a pay-as-you-go pricing model.
Posted February 28, 2018

The global speech analytics market is expected to grow from $941.1 million in 2017 to $2.18 billion by 2022.
Posted February 27, 2018

Arrow Connect IoT platform is now integrated with Zang Workflow.
Posted February 27, 2018

New tool demonstrates the return on investment organizations can achieve with adaptive speech automation.
Posted February 27, 2018

New reseller relationship offers CTIntegrations' CT Suite omnichannel automation, management, and routing to more contact centers.
Posted February 21, 2018

Wysdom.AI will deliver a full-stack, artificial intelligence-based virtual assistant through Microsoft's AppSource.
Posted February 21, 2018

Digital customer experience will enhance India's role in customer experience services delivery, Nelson Hall research suggests.
Posted February 21, 2018

Optus Business customers will gain access NICE's cloud-based customer experience platform.
Posted February 21, 2018

[24]7.ai's Winter 2018 release offers integrations with leading CRM software and improved reporting.
Posted February 20, 2018

Afiniti Routing integration uses artificial intelligence to match contact center callers with agents through Afiniti's Enterprise Behavioral Pairing.
Posted February 14, 2018

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.
Posted February 14, 2018

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