CRM

As AI's capabilities grow, the impact on the contact center will be even more transformational, conference speakers conclude. (Featured on DestinationCRM.com.)
Posted June 11, 2026

8x8 now provides live, simultaneous voice translation for 13 languages as part of its latest 8x8 AI Studio update. (Featured on DestinationCRM.com.)
Posted June 11, 2026

NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)
Posted June 10, 2026

During NEXUS pre-conference talks delivered as part of NiCE World 2026, speakers pointed to serious gains from AI. (Featured on DestinationCRM.com.)
Posted June 09, 2026

Integrated cloud PBX and contact center platform extends AI, analytics, and operational intelligence across the organization.
Posted June 09, 2026

Amid AI advances, leaders are pursuing workforce redesign rather than elimination, Gartner finds. (Featured on DestinationCRM.com.)
Posted June 03, 2026

Despite a push to repatriate contact center jobs, companies are placing other considerations above country. (Featured on DestinationCRM.com.)
Posted June 03, 2026

8x8 Pulse provides conversational intelligence, while 8x8 Resolve provides critical communication management. (Featured on DestinationCRM.com.)
Posted June 03, 2026

Modulate has released its flagship Velma model through its developer API. (Featured on SpeechTechMag.com.)
Posted June 03, 2026

Zendesk Support Assistant integrates Microsoft Agent 365 to support employees through AI-powered workflows inside Microsoft Teams, Outlook, Word, and more.
Posted June 03, 2026

Broadvoice GoEngage and AI Analyst bring voice AI and conversational insights to GoContact.
Posted June 03, 2026

Vonage's strategic partnerships with Avaamo and Syndeo enable companies to deploy industry-specific AI agents for self-service and agent intelligence.
Posted June 03, 2026

Eltropy is expanded its partnership ecosystem to expand voice authentication across consumer interactions for credit unions and community banks. (Featured on SpeechTechMag.com.)
Posted June 03, 2026

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.
Posted June 01, 2026

Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence join Afiniti Pairing in one platform to help contact centers manage support issues and protect customer lifetime value.
Posted May 28, 2026

Partnership combines Avaya Infinity with avatarin's AI, robotics, and real-time interaction technologies for customer interactions.
Posted May 27, 2026

Partnership brings the Hyro specialized, healthcare-native AI agents to the Five9 Intelligent Cloud Contact Center.
Posted May 26, 2026

Capacity's AI Analytics Assistant lets users ask natural language questions about their Capacity data and generate executive-ready insights, charts, and reports.
Posted May 26, 2026

Assembled's new MCP server lets workforce management and support leaders diagnose, plan, and act on workforce data from Claude, ChatGPT, or any MCP-compatible AI assistant. (Featured on DestinationCRM.com.)
Posted May 22, 2026

GoTo Connect CX Complete unifies the full customer experience, while LogMeIn updates include agentic AI, real-time insights, deeper integrations, and enhanced security.
Posted May 20, 2026

Zendesk's new Agent Builder, omnichannel AI agents, Copilots, and outcome-based pricing round out the updated offerings.
Posted May 20, 2026

Brainfish Live Agent Handoff for Zendesk is a structural fix for the dead-end AI handoff problem.
Posted May 20, 2026

Most contact center AI failures trace back to stale source content in the help center, not to the model, and three operational fixes restore accuracy without buying anything new.
Posted May 20, 2026

Tool calling, GPT-5-class reasoning, and improved transcription are available now in 8x8 AI Studio.
Posted May 15, 2026

Partnership leverages NiCEs CXone and AI technologies for agentic virtual agents.
Posted May 14, 2026

Ribbon's cloud-native technology comes to Salesforce's Agentforce Contact Center in the Public Cloud.
Posted May 14, 2026

Joint solution pairs capabilities from NiCE CXone with ServiceNow Customer Service Management.
Posted May 08, 2026

Agent Steward on the Delight.ai platform is backed by new Trust OS 2.0 and Voice 2.0 capabilities that enable AI systems to autonomously self-correct and engage customers proactively.
Posted May 07, 2026

GoTo Grasshopper's new features include AI call transcripts and summaries, voicemail and sentiment insights, and AI receptionist capabilities.
Posted May 07, 2026

Aircall acquires Vogent to advance its AI Voice Agent built natively into business phones. (Featured on SpeechTechMag.com.)
Posted May 07, 2026

Video customer service tools abound, and we break down some of them here. (Featured on DestinationCRM.com.)
Posted May 06, 2026

Twilio's new platform capabilities orchestrate context-rich conversations with persistent memory across multiple channels for humans and AI agents
Posted May 06, 2026

WhatsApp on Genesys Cloud will help organizations bring together messaging, voice, and AI in a single experience orchestration platform .
Posted May 05, 2026

SoundHound's OASYS helps businesses create conversational AI agents that will build and continually improve themselves across digital or physical channels.
Posted May 05, 2026

8x8 Platform for CX now includes capabilities for artificial intelligence agent development, analytics, mobile authentication, and managing front-line teams.
Posted May 05, 2026

With HubSpot integration, CallRail Voice Assist uses CRM data to recognize callers instantly for personalized conversations. (Featured on DestinationCRM.com.)
Posted April 30, 2026

WestCX Orchestrate connects conversations, campaigns, AI, and governed intelligence in one orchestration layer. (Featured on DestinationCRM.com.)
Posted April 29, 2026

Engageware Voice Agents can handle customer interactions from end to end.
Posted April 29, 2026

3CLogic's latest updates to Voice AI Hub include new outbound voice AI agents, multimodal voice AI capabilities, and automated AI agent evaluations. (Featured on DestinationCRM.com.)
Posted April 28, 2026

ALDO Group improved its customer experiences with Five9.
Posted April 17, 2026

Twilio's new Flex SDK and Salesforce Voice integration accelerate contact center deployment with human-in-the-loop capabilities.
Posted April 16, 2026

Krisp Accent Conversion now lets offshore agents sound local to British customers. (Featured on SpeechTechMag.com.)
Posted April 16, 2026

8x8 AI Studio brings agentic AI natively to the 8x8 Platform for CX. (Featured on DestinationCRM.com.)
Posted April 15, 2026

Contact center-as-a-service solutions remain a core platform, but their roles are evolving. (Featured on DestinationCRM.)
Posted April 15, 2026

Partnership delivers Google Cloud CCaaS and Gemini Enterprise for Customer Experience through AVANT's Global Network of Trusted Advisors.
Posted April 13, 2026

Integration brings EPIC patient records and NiCE CXone communications together in one interface. Featured on DestinationCRM.com.)
Posted April 13, 2026

Segra SkyVoice is a unified communications and contact center platform built on a fiber network.
Posted April 07, 2026

When it comes to customer experience, companies need to be deliberate about what they hold vs. what they rent.
Posted April 03, 2026

Kustomer AI - Signals surfaces real-time customer context, sentiment, and escalation risk directly to reps and managers before they engage.
Posted April 02, 2026

GetVocal's Control Center includes a governance layer that enables human-in-the-loop operations, allowing AI to handle customer interactions while humans stay in control of critical decisions.
Posted April 01, 2026

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