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Editorial Submissions
CRM
The Struggle to Raise First-Contact Resolutions
Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on
DestinationCRM.com
and in
CRM
magazine's June 2023 issue.)
Posted June 02, 2023
Content Guru Integrates with Jabra Engage AI
Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023
TCN Enhances SMS Consent Tracking Feature in TCN Operator
TCN continues to strengthen its compliance solutions, helping its clients navigate the challenges with SMS consent and deliverability.
Posted May 30, 2023
Cognigy and Black Box Partner
Together Cognigy and Black Box hope to accelerate deployment of conversational AI in contact centers.
Posted May 26, 2023
Awaken Intelligence Partners with IRIS Audio Technologies
Awaken and IRIS are teaming up to provide better audio solutions for transcribing and analyzing contact center interaction recordings. (Featured on
SpeechTechMag.com
.)
Posted May 25, 2023
Qualtrics Launches Front-Line Care Solutions
Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations. (Featured on
DestinationCRM.com
.)
Posted May 25, 2023
Chatbots Might Be Cool, But They're Not Necessarily Innovative
Are you making innovative decisions or falling for the hype? Here's a look at what it truly means to be innovative.
Posted May 24, 2023
Cyara Integrates OpenAI's GPT-3 with Botium
Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing.
Posted May 24, 2023
PolyAI Launches in AWS Marketplace
PolyAI's customer-led voice assistants are now available to help AWS clients evolve their customer self-service experiences.
Posted May 23, 2023
Mutare Partners with Five9
Mutare's Voice Traffic Filter is now available on the Five9 CX Marketplace and can be integrated with the Five9 Intelligent CX Platform.
Posted May 23, 2023
UJET Integrates with Microsoft Teams
Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023
TDCX Expands into Brazil
TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023
Enghouse Systems Enters into Asset Purchase Agreement with Lifesize
Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023
Aquant Launches Service Co-Pilot
Aquant's Service Co-Pilot uses a ChatGPT plugin to generate recommendations to service-related problems.
Posted May 18, 2023
Zenvia Launches Chatbot with ChatGPT
Zenvia's new chatbot now comes with ChatGPT to help contact center agents find answers.
Posted May 16, 2023
Genesys Launches Cloud EX
Genesys Cloud EX is a stand-alone solution for managing contact center and back-office employees.
Posted May 16, 2023
Simplr Launches Cognitive Paths, a Safeguard for Using ChatGPT in Customer Service
Simplr's Cognitive Paths offers AI training parameters and enterprise-grade security.
Posted May 11, 2023
Boost.ai Adds LLMs to Its Conversational AI
Boost.ai's version 12 boasts a hybrid natural language understanding approach for improved accuracy.
Posted May 11, 2023
Zendesk Introduces Zendesk AI at Its Relate Event
Zendesk's AI was trained using 18 billion tickets and trillions of data points.
Posted May 10, 2023
Intradiem Awarded U.K. Patent for Call Center Data-Handling Capabilities
Intradiem's new patent protects its ability to capture vast quantities of data and provide enhanced controls to maintain compliance with strict data storage requirements.
Posted May 10, 2023
ASAPP Launches AutoAssist
ASAPP AutoAssist can provide real-time suggestions for contact center agents.
Posted May 09, 2023
Dialpad Partners with Google Cloud for Generative AI
Dialpad will leverage Google Cloud's Vertex AI alongside its own AI to power 12 next-generation AI features.
Posted May 09, 2023
RingCentral Launches RingCentral for Teams 2.0
Revamped solution enhances Microsoft Teams with advanced telephony, mobile experience, SMS, fax, integrations, and faster performance.
Posted May 09, 2023
New Realities Drive Contact Center Transformation
Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023
ID R&D Patent Sets Benchmark for Preventing Voice Spoofs and Deepfakes
ID R&D's patented advances in detection of recorded and synthetic voice provide a new level of protection against fraud. (Featured on
SpeechTechMag.com
.)
Posted May 05, 2023
Pindrop Delivers Voice Authentication Through Google Cloud Marketplace
Pindrop's partnership with Google Cloud expands deployment options for its advanced voice authentication solutions. (Featured on
SpeechTechMag.com
.)
Posted May 05, 2023
BT and Five9 Expand Partnership
Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023
Ringover Adds Conversational AI to Sales and Support Platform
Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on
DestinationCRM.com
.)
Posted May 04, 2023
CallMiner Collaborates with Microsoft to Enhance AI Capabilities
CallMiner advances its platform through Microsoft's Azure Cognitive Services, including early access to OpenAI.
Posted May 03, 2023
Reinvent Telecom Introduces MyCloud Contact Center Platform
MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023
Glia Adds Voice Banking and Secure Conversations to Interaction Platform
AI voice banking and secure messaging features add simplicity and security to customer interactions via the Glia platform.
Posted May 02, 2023
TTEC Digital Introduces WFM Adapter for Microsoft Dynamics 365 Customer Service
TTEC's WFM Adapter for Microsoft Dynamics 365 Customer Service adds workforce management capabilities to Microsoft's digital contact center platform.
Posted May 02, 2023
Medallia Partners with Cresta, Five9, and LivePerson
Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023
Bucher + Suter Announces Webex Contact Center Support for Service Cloud Voice with b+s Connects
Bucher + Suter's b+s Connects integrates Salesforce Service Cloud Voice and Webex Contact Center.
Posted May 02, 2023
Bright Pattern Launches Omni-Enterprise CX
Bright Pattern's Omni-Enterprise CX allows any employee (even people outside the contact center) to connect to customers on any channel.
Posted May 02, 2023
Intermedia Introduces AI Interaction Summary
Intermedia's AI Interaction Summary automatically transcribes and summarizes contact center calls. (Featured on
SpeechTechMag.com
.)
Posted May 02, 2023
AWS Adds to Contact Lens
AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023
8x8 Updates Its XCaaS Solution
8x8 XCaaS feature updates include conversational AI self-service, audit history, enhanced mobile administration, and more.
Posted April 27, 2023
Communications Platform-as-a-Service (CPaaS) Market to Hit $60 Billion by 2032
FMI projects 25 pecent CAGR for CPaaS solutions through 2032, fueled largely by chatbot adoption.
Posted April 26, 2023
Yellow.ai Adds Generative AI to Dynamic Automation Platform (DAP)
Yellow.ai's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023
Cogito Launches Employee Experience (EX) Score
Cogito's EX Score measures contact center agents' sentiment in customer service interactions.
Posted April 25, 2023
LivePerson Upgrades Conversational Cloud with Generative AI
LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023
Cognigy's Conversational AI Platform Now Available in AWS Marketplace
Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023
Infobird Integrates ChatGPT
Infobird adds ChatGPT to its customer service bot.
Posted April 25, 2023
Uniphore Is Now Available in AWS Marketplace
Uniphore's U product portfolio is now available to AWS customers worldwide. (Featured on
DestinationCRM.com
.)
Posted April 21, 2023
IntelePeer Integrates ChatGPT into SmartAgent
IntelePeer SmartAgent will leverage generative AI alongside its analytics and conversational AI solutions.
Posted April 20, 2023
UJET, Google Cloud, and Alvaria Partner
UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023
CallRail Launches Premium Conversation Intelligence
The newest features in CallRail's Conversation Intelligence Suite add call summaries and sentiment analysis. (Featured on
SpeechTechMag.com
.)
Posted April 19, 2023
CallMiner Integrates with Zoom
CallMiner's integration with Zoom Meetings enables users to ingest and analyze video and audio from the collaboration and communication platform. (Featured on
SpeechTechMag.com
.)
Posted April 18, 2023
Dialpad to Add Generative AI to Its Ai-Powered Customer Intelligence Platform
Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on
DestinationCRM.com
.)
Posted April 18, 2023
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