A research report projects the European contact center transformation market to grow at a compounded annual rate of 16.5 percent through 2026.
Posted September 28, 2020
LivePerson Performance Optimizer is a self-service tool to measure and manage conversational operations. (Featured on DestinationCRM.com.)
Posted September 24, 2020
Luma 2.5 is a virtual agent for customer service. (Featured on DestinationCRM.com.)
Posted September 24, 2020
Zappix and HGS Digital are partnering to bring virtual assistants and payment bots to contact centers. (Featured on DestinationCRM.com.)
Posted September 24, 2020
ServiceNow has deepened its integration with Microsoft Teams.
Posted September 23, 2020
The cloud communications provider opens a new office in Hamburg.
Posted September 23, 2020
Daisee's quality management solutions are also integrated with Genesys Cloud. (Featured on SpeechTechMag.com.)
Posted September 22, 2020
PagerDuty for Customer Service helps agents resolve customer issues and collaborate with technical teams in real time. (Featured on DestinationCRM.com.)
Posted September 22, 2020
Cogito's AI Coaching System integrates with Amazon Connect to provide in-the-moment behavioral guidance and measurement to call center employees. (Featured on DestinationCRM.com.)
Posted September 22, 2020
Automated Shift Fill 5.0 includes new intelligent automated functionality.
Posted September 22, 2020
Here are a few considerations to help smooth out service-level dips during certain times of the day or days of the week.
Posted September 18, 2020
Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange. (Featured on DestinationCRM.com.)
Posted September 18, 2020
Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today. (Featured on DestinationCRM.com.)
Posted September 17, 2020
Five9 Agent Assist provides consistent, detailed and precise call summaries.
Posted September 17, 2020
The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss.
Posted September 16, 2020
8x8 has inked a strategic VAR channel partnership with Spectrotel .
Posted September 16, 2020
CoreDial's eZuce acquisition brings additional capabilities to CoreDial's CoreNexa platform.
Posted September 16, 2020
Five9 VoiceStream is a cloud-to-cloud media streaming service for securing contact center voice data.
Posted September 16, 2020
Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020
Plum Voice SecureAssistant masks credit card information from contact center agents and recording systems.
Posted September 16, 2020
With the pandemic, extreme workforce agility has become the new normal, conference speakers contend.
Posted September 16, 2020
With Voximplant Kit, companies can deploy omnichannel, speech-enabled contact centers in minutes. (Featured on DestinationCRM.com.)
Posted September 15, 2020
[24]7.ai Engagement Cloud is an integrated conversational AI platform for businesses. (Featured on SpeechTechMag.com.)
Posted September 15, 2020
EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020
Call Journey has released CJ V6.5, offering greater transcription accuracy for its conversation analytics solutions. (Featured on SpeechTechMag.com.)
Posted September 14, 2020
Microsoft Azure customers worldwide can now access ID R&D's voice biometric and voice anti-spoofing capabilities.
Posted September 09, 2020
Integration resolves user concerns proactively, eliminating call center queries.
Posted September 09, 2020
Verified Calls offers reduction in mobile inbound call spam for consumers using Android devices.
Posted September 09, 2020
AI is having a positive impact on customers, agents, and field service technicians during the pandemic, and this is just the beginning.
Posted September 08, 2020
Hammer Ohm introduces VoiceRNA scoring to measure call quality. (Featured on SpeechTechMag.com.)
Posted September 08, 2020
Speech recognition lets callers speak payment details securely. (Featured on SpeechTechMag.com.)
Posted September 08, 2020
A growing use of speech recognition tools are driving growth, TMR's latest report concludes. (Featured on SpeechTechMag.com.)
Posted September 08, 2020
Medallia pulls in contact center coaching automation platform provider Stella Connect for $100 million.
Posted September 04, 2020
A-GAME Gridiron 2020 Performance Challenge is a fantasy football-style gamification solution for remote and office-based customer care, support, and sales agents.
Posted September 04, 2020
Numonix IXCloud and Ribbon Session Border Controllers deliver seamless interaction recording for Microsoft Teams users.
Posted September 03, 2020
Unbabel is partnering with Carnegie Mellon University and others to research multilingual AI assistants for customer service chat.
Posted September 03, 2020
TELUS International has completed its buy-out of Xavient Digital and launched a homegrown intelligent bot platform.
Posted September 02, 2020
Call Journey's partnership with Microsoft brings conversational analytics to Microsoft's ecosystem of business applications.
Posted September 02, 2020
Telarus will expand 8x8's contact center solution availability in the United Kingdom.
Posted September 02, 2020
UJET and Zendesk have unified data and workstreams between their two solutions.
Posted September 02, 2020
In times of growing uncertainty, complexity and change, an agile approach to customer service can help organizations create and maintain extraordinary employee and customer experiences
Posted August 31, 2020
Aspect Via 20 features a new interface, mobile capabilities, and a Salesforce integration.
Posted August 28, 2020
Service Experience Quickstart for ServiceNow helps companies capture and act on customer feedback in ServiceNow CSM.
Posted August 28, 2020
Genesys and Adobe are integrating Genesys Cloud with Adobe Experience Platform. (Featured on DestinationCRM.com.)
Posted August 27, 2020
Contact Cloud lets businesses discover effective marketing campaigns and use that data to automate call flows and power their call centers.
Posted August 26, 2020
The combined solution uses artificial intelligence and speech and text analytics to score interactions on communication, compliance, and conduct.
Posted August 26, 2020
Speechmatics and Prosodica partner to use any-context speech recognition to generate insights from call center speech data. (Featured on SpeechTechMag.com.)
Posted August 25, 2020
DVSAnalytics' Interaction Analytics offers desktop and speech analytics in a cloud-based platform.
Posted August 25, 2020
Automated chatbots are taking pressure off agents to answer common requests.
Posted August 24, 2020
The cloud is the main deployment model for contact center systems; here are some considerations if you haven't already made the move.
Posted August 21, 2020