CRM

Contact centers are about a lot more than customer experiences; the data they provide is invaluable.
Posted September 21, 2021

Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2021

SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Posted September 21, 2021

8x8 is delivering cloud phone and contact center solutions for multinational organizations in Russia, Japan, Puerto Rico, and dozens of other countries. (Featured on DestinationCRM.com.)
Posted September 21, 2021

SightCall's integration with LanguageLine brings live interpreters to its visual assistance platform.
Posted September 16, 2021

Alvaria's new customer experience and workforce engagement management suites are part of its larger contact center solutions portfolio.
Posted September 16, 2021

Sendbird has added FAQ Bot to its Sendbird Desk customer service app.
Posted September 16, 2021

Linc helps Gladly users resolve complex ecommerce use cases through automated digital workers. (Featured on DestinationCRM.com.)
Posted September 16, 2021

Front's Customer Communication Hub updates bring actionable customer context into the inbox. (Featured on DestinationCRM.com.)
Posted September 16, 2021

ServiceNow's Now Platform Rome release helps companies adjust to the hybrid work era. (Featured on DestinationCRM.com.)
Posted September 16, 2021

Bell Canada will provide cloud contact center services to Canadian businesses with NICE CXone on Canada's largest voice and data network. (Featured on DestinationCRM.com.)
Posted September 15, 2021

NovelVox's new CTI connectors can be deployed in the cloud or on premises.
Posted September 15, 2021

The eDesk-Aircall partnership centralizes email, chat, social, and phone communications for ecommerce retailers
Posted September 15, 2021

Artificial intelligence technology from Kare Knowledgeware will enable new self-service, automated engagement, and augmented agents in Dialpad Contact Center.
Posted September 15, 2021

Cross-sell and upsell interactions should be viewed as partnerships to avoid that shady used car salesman feel.
Posted September 13, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

New capabilities in IBM Watson Assistant include enhanced search, transcription, and agent hand-off tools and an integration with IntelePeer. (Featured on DestinationCRM.com.)
Posted September 10, 2021

AI and immersive technologies can improve both shopping and customer service processes.
Posted September 10, 2021

Zappix's visual IVR and other self-service platforms have been integrated with C-Zentrix's CZ Video Chat and CZ Chat.
Posted September 10, 2021

Incident management, swarming in Slack, omnichannel routing in Flow, and extended contact center capabilities round out the new offerings. (Featured on DestinationCRM.com.)
Posted September 09, 2021

Help Lightning's ServiceNow integration lets companies support complex service scenarios using remote assistance software.
Posted September 08, 2021

Coveo's Personalized Agent Full Search and Slack connector help contact center staff access previous interactions on more platforms.
Posted September 08, 2021

SKEEPERS' CX Management helps companies streamline customer feedback processes. (Featured on DestinationCRM.com.)
Posted September 03, 2021

BotcoLive hands over automated chats to live agents. (Featured on DestinationCRM.com.)
Posted September 02, 2021

The latest version of NICE's robotic process automation features artificial intelligence to customize recommendations and agent guidance.
Posted September 01, 2021

Observe.AI is expanding into the omnichannel customer experience market with its ScopeAI acquisition. (Featured on DestinationCRM.com)
Posted August 31, 2021

The Cognigy Insights analytics suite will enhance the Cognigy.AI platform to make sense of conversational data. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

MiaRec has updated the voice analytics in its call recording, transcription, and quality assurance solutions. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

By integrating with SAP Service Cloud, eGain Knowledge Hub can provide contextual knowledge and conversational guidance for contact center agents in the work-from-home world. (Featured on DestinationCRM.com.)
Posted August 26, 2021

Beyond the Cleverly addition, Zendesk is adding proactive messaging, reporting, and workflow tools and integrations.
Posted August 26, 2021

RingCentral's product updates include tighter security, more integrations and add-ins, and more video meeting options.
Posted August 26, 2021

Joining Microsoft's Business Applications ISV Connect Program expands NICE CXone's capabilities to Microsoft Dynamics.
Posted August 26, 2021

NXTsoft is connecting Finn AI's chatbots to financial institutions' integral systems.
Posted August 26, 2021

Sanas' accent matching technology, which uses a speech-to-speech approach, will be rolled out to seven contact center outsourcers this fall. (Featured on SpeechTechMag.com.)
Posted August 26, 2021

Gartner says customer service to significantly increase investments in chatbots, AI, and analytics. (Featured on DestinationCRM.com.)
Posted August 25, 2021

NICE Enlighten AI enables complaint management and remediation by automating analysis of every interaction through voice and digital channels. (Featured on DestinationCRM.com.)
Posted August 25, 2021

Through the partnership, Dialpad Contact Center now includes agent forecasting, scheduling, and quality management from Playvox.
Posted August 25, 2021

SYNNEX will offer 8x8's cloud communications and contact center solutions to its partners.
Posted August 24, 2021

Cardprotect Voice+ now enables secure financial transactions within Epic's electronic health records for healthcare providers and patients. (Featured on DestinationCRM.com.)
Posted August 23, 2021

Yext's new product for Salesforce Service Cloud is available on the App Exchange. (Featured on DestinationCRM.com.)
Posted August 20, 2021

The American Customer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern. (Featured on DestinationCRM.com.)
Posted August 20, 2021

Here's what you need to know about the California, Virginia, and Colorado laws and how to comply with them and others that might be coming.
Posted August 20, 2021

Edify Huddle CX 4.0 is a single contact center and unified communications solution with enhanced speed, simplicity, and choice .
Posted August 19, 2021

Mordor Intelligence eyes 12.65 percent CAGR for the customer engagement solutions market for the next five years.
Posted August 18, 2021

Companies look to conversational AI to provide 24/7 support, Dimensional Research reports. (Featured on SpeechTechMag.com.)
Posted August 18, 2021

NICE's Enlighten XO uses advanced artificial intelligence for creating conversational intelligence to power smart self-service across digital channels.
Posted August 18, 2021

Avaya OneCloud CPaaS and CCaaS are integrated with Microsoft Azure, Teams, and Dynamics 365.
Posted August 18, 2021

Gig economy workers are the lifeblood of many companies, and customer service operations need to address their needs.
Posted August 17, 2021

SYNNEX is bringing Nextiva's cloud-based contact center and unified communications products to its partner network.
Posted August 16, 2021

Agent desktops are at the heart of great customer service. Here is what you need to build one.
Posted August 13, 2021