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CRM
LivePerson Adds Generative AI to Conversational Cloud
LivePerson's Conversational Cloud gets an upgrade with generative capabilities, including chatGPT.
Posted February 01, 2023
PagerDuty for Customer Service in ServiceNow CSM Now Available
PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023
Observe.AI Launches Real-Time AI for Contact Centers
Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023
Intercom Adds GPT-3.5-Enabled Features
Intercom adds GPT-3.5-enabled content composition and interaction summary features to its customer service platform.
Posted January 31, 2023
NICE Deepens Partnership with Cognizant
NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023
NICE Launches Conversational CX With ChatGPT-Enabled CXone
NICE's integration of CXone Expert and OpenAI's generative modeling enables consumers to resolve issues with automated self-service.
Posted January 26, 2023
SupportLogic Acquires Emtropy Labs
SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on
DestinationCRM.com
.)
Posted January 25, 2023
Alorica Expands into Egypt and Poland
Contact center outsourcer to launch operations in Cairo and Lodz.
Posted January 25, 2023
Unbabel Introduces Self-Service and Quality Intelligence Options
Unbabel's new free trial and demo options will allow anyone to experience Unbabel's AI-powered LangOps solutions.
Posted January 25, 2023
Brandessence Eyes 18 Percent CAGR for CCaaS Market
The worldwide contact center-as-a-Service market is expected to expand from $4.7 billion today to $15.1 billion by 2028.
Posted January 24, 2023
Glia Upgrades Call Center Platform
Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023
TTEC Introduces InteractionSync for Amazon Connect
TTEC Digital's InteractionSync for Amazon Connect provides contact center agents a unified view of Amazon Connect voice interactions within Microsoft Dynamics 365.
Posted January 24, 2023
Kore.ai Adds Generative AI and Large Language Models in XO Platform V10.0
Kore.ai Experience Optimization (XO) Platform Version 10.0 includes open architecture, continuous learning, automated training, and testing.
Posted January 24, 2023
TCN Adds Workforce Engagement Suite to TCN Operator
TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023
Zappix Partners with Cozera
Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023
Dialpad Broadens Partner Ecosystem
Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023
Calabrio Names New CEO
Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023
Ada's Customer Service Automation Platform Now Available on AWS Marketplace
Posted January 17, 2023
Cognigy Adds Generative AI to Its Platform
Cognigy is integrating large language models into its Cognigy.ai platform for contact centers.
Posted January 17, 2023
Verint Adds Appointment Scheduling with Qudini Acquisition
Verint gains an appointment scheduling app for con tact centers, stores, and branches with its Qudini deal. (Featured on
DestinationCRM.com
.)
Posted January 13, 2023
Broadvoice Launches GoContact Cloud Contact Center in North America
Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023
CX Outsourcing Sees Huge Increases, Everest Group Finds
Everest Group says growth in customer experience management outsourcing will continue as companies seek to maximize customer retention in face of recessionary climate.
Posted January 11, 2023
Sprinklr and Sitel Group Partner for Social Customer Service
Partnership combines Sitel's expertise in the digital CX services space with Sprinklr's Unified-CXM platform to deliver customer experiences across digital channels.
Posted January 11, 2023
Genesys Expands Partnership with AWS
Genesys and AWS plan to expand joint development and go-to-market strategies to help mutual clients accelerate digital transformations and cloud customer experience strategies.
Posted January 10, 2023
NICE Adds RPA to NEVA Discover
New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on
DestinationCRM.com
.)
Posted January 09, 2023
Playvox Launches Workforce Engagement Solutions for Salesforce Contact Center
Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023
Tips for Tapping the Cloud to Transform the Customer Experience
The cloud can feel like a nebulous entity, but deployed correctly, it can make CX more flexible and efficient.
Posted January 06, 2023
InteractiveTel Becomes TotalCX
InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023
Communications Platform-as-a-Service Market to Be Worth $45.3 Billion by 2027
MarketsandMarkets expects the global CPaaS market to grow by nearly 30 percent per year over the next five years.
Posted January 03, 2023
Dialpad Launches AI Labs
Dialpad has committed $50 million to the continued research and development of artificial intelligence-related technologies. (Featured on
SpeechTechMag.com
.)
Posted December 28, 2022
Seasalt Partners with Twilio on SeaX Contact Center Bundle
SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on
SpeechTechMag.com
.)
Posted December 27, 2022
Aisera Integrates with Zendesk's Sunshine Platform
Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
Ada Partners with OpenAI
Ada will use the large language models behind OpenAI's ChatGPT to increase automated resolutions for customers. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
NICE Launches ElevateAI
NICE's ElevateAI is a cloud-based platform to make CX applications smarter. (Featured on
DestinationCRM.com
.)
Posted December 16, 2022
Sitel Partners with Genesys
Sitel and Genesys are teaming up to help companies move their contact centers to the cloud.
Posted December 15, 2022
Bot Markets Poised for Huge Growth, FMI Finds
Future Market Insights (FMI) has valued the global bot services market at $1.6 billion today and expects it to reach $18 billion by 2032. (Featured on
DestinationCRM.com
.)
Posted December 15, 2022
Glia Integrates with Jack Henry
Integration between Glia and Jack Henry allows financial institutions to transform customer service within the digital domain. (Featured on
DestinationCRM.com
.)
Posted December 13, 2022
LivePerson Adds AI Search, On-Demand Recommendations, Small Talk NLU, and Repeat Intent Rate Measurement
LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on
DestinationCRM.com
.)
Posted December 13, 2022
NICE Launches Enlighten AutoSummary
NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022
Vonage Adds Salesforce Shield Security for Vonage Contact Center
Vonage Salesforce Shield Security for Vonage Contact Center adds extra compliance and security features.
Posted December 09, 2022
Lumen Expands Partnership with Genesys
Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022
Waterfield Tech Launches Ascend Solution
Waterfield's Ascend subscription solution helps contact centers migrate to the cloud. (Featured on
DestinationCRM.com
.)
Posted December 08, 2022
Radish's ChoiceView Products Are Now Available in AWS Marketplace
Radish Systems has made its ChoiceView Visual IVR and ChoiceView Visual Agent available in AWS Marketplace. (Featured on
DestinationCRM.com
.)
Posted December 08, 2022
Clickatell Launches Chat Solution for the Travel Industry
Clickatell's new chat solution lets travel companies communicate with customers via SMS, WhatsApp, and Apple Messages.
Posted December 07, 2022
RingCentral Adds Encryption to Phone and Messaging
RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product.
Posted December 07, 2022
The Future of the Contact Center Is Streamlined Data Collection
Most of us have had at least one experience with a call center that didn't quite meet our expectations. But it doesn't have to be that way.
Posted December 06, 2022
SuccessKPI Achieves FedRAMP Authorization
FedRAMP authorization enables government agencies to drive cloud-based contact center migration. (Featured on
DestinationCRM.com
.)
Posted December 06, 2022
Dialpad Launches Ai-Powered Customer Intelligence
Dialpad's Ai-Powered Customer Intelligence Platform brings automation and actionable real-time insights to businesses and contact centers. (Featured on
SpeechTechMag.com
.)
Posted December 06, 2022
Polaris Eyes Robust Growth for Contact Center Analytics
Polaris expects the contact center analytics market to grow at a CAGR of 19.4 percent through 2030. (Featured on
SpeechTechMag.com
.)
Posted December 06, 2022
Five9 Updates Its Cloud Contact Center Platform
Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022
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