CRM

Red Box's Conversa voice capture platform now works with Microsoft's CRM products.
Posted November 20, 2020

NICE Enlighten Fraud Prevention uses AI and voice biometrics to scan calls and identify fraudulent behavior.
Posted November 19, 2020

Pindrop Passport and Protect products now compatible with Avaya OneCloud contact center solutions.
Posted November 19, 2020

Speechmatics' technology is now available for Genesys Engage and Genesys PureConnect.
Posted November 19, 2020

Included with Intermedia Contact Center Pro and Elite packages, Easy-IVR will help companies build and deploy IVRs in as little as 5 minutes. (Featured on SpeechTechMag.com.)
Posted November 18, 2020

The combination of Serviceaide and Wendia will enable intelligent service and support powered by AI, knowledge, and automation.
Posted November 18, 2020

The partnership combines contact center analytics with domain expertise. (Featured on DestinationCRM.com.)
Posted November 18, 2020

The combination of Medallia Experience Cloud and Oracle CX Service delivers deep insights for superior customer service. (Featured on DestinationCRM.com.)
Posted November 17, 2020

PCI Pal has collaborated with Oracle to offer enhanced payment security to its contact center customers. (Featured on DestinationCRM.com.)
Posted November 17, 2020

Partnership combines NICE's attended automation and AI with Symphony's methodologies for rapid integration. (Featured on DestinationCRM.com.)
Posted November 17, 2020

Contact centers have been slow to move to the cloud, but that effort is expected to grow dramatically through 2027, according to Mordor Intelligence.
Posted November 17, 2020

Knowledge management gives agents more time to talk to more customers, reducing wait times and increasing the number of interactions they can process.
Posted November 16, 2020

TechSee's Visual Remote Assistant is being integrated into Salesforce Service Cloud and Salesforce Field Service.
Posted November 13, 2020

Intermedia and ConnectWise are teaming up to help companies add, deploy, and manage cloud communications and contact center solutions.
Posted November 10, 2020

Research firm Marqual IT Solutions anticipates growing interest in contact center artificial intelligence solutions among smaller firms.
Posted November 10, 2020

Zendesk will provide enhanced customer conversations on WhatsApp, Facebook Messenger, and Instagram directly within Zendesk. (Featured on DestinationCRM.com.)
Posted November 10, 2020

MarketsandMarkets pegs the current cloud contact center market at $11.5 billion and expects it to grow to $36.1 billion by 2025.
Posted November 06, 2020

VoiSentry extends functionality with improvements to presentation attack detection, verification/identification algorithms, and more. (Featured on SpeechTechMag.com.)
Posted November 03, 2020

Aircall's partnership lets BrainSell offer cloud-based phone technology to its clients.
Posted November 03, 2020

RingCentral Office is now available to startups building on AWS.
Posted November 02, 2020

The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies.
Posted November 02, 2020

Voice biometrics can shave three to five seconds off average handle times and significantly reduce fraud risks, making it a valuable contact center tool.
Posted October 30, 2020

Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution. (Featured on DestinationCRM.com.)
Posted October 28, 2020

CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights.
Posted October 28, 2020

Avtex's acquisition o f Aria strengthens its expertise and access to Genesys contact center solutions.
Posted October 28, 2020

The newest version gives agents more self-service control over their work schedules.
Posted October 27, 2020

Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on SpeechTechMag.com.)
Posted October 27, 2020

Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries. (Featured on DestinationCRM.com.)
Posted October 27, 2020

Zappix and Fonative team up to deliver additional self-service technology to contact centers. (Featured on DestinationCRM.com.)
Posted October 27, 2020

Partnership empowers organizations to deploy a full suite of unified communications and collaboration tools.
Posted October 23, 2020

Slingshot Chatbot and IVR-to-Text will enable pest control and home services providers to automate scheduling, billing, and other customer service tasks. (Featured on DestinationCRM.com.)
Posted October 23, 2020

Through the agreement, Pax8 can now resell the 8x8 Open Communications Platform.
Posted October 22, 2020

Mindsay's Customer Service Chatbot includes conversational artificial intelligence capabilities.
Posted October 22, 2020

The latest version of Transcosmos' speech recognition solution offers five new features, including Quality Control Platform and AI defender. (Featured on SpeechTechMag.com.)
Posted October 22, 2020

MarketsandMarkets projects a 20.2 percent CAGR for speech analytics over the next five years. (Featured on SpeechTechMag.com.)
Posted October 21, 2020

The Digital Employee Builder lowers technical barriers for implementing conversational AI agents.
Posted October 21, 2020

New features leverage AI to protect IVR by monitoring and measuring risk across calls and accounts.
Posted October 21, 2020

RingCentral high-volume SMS lets businesses text customers with customized apps and their business phone numbers.
Posted October 21, 2020

The partnerships between NTT Data and Uniphore expand robotic process automation for contact centers. (Featured on DestinationCRM.com.)
Posted October 21, 2020

Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform.
Posted October 19, 2020

Businesses can now handle Instagram Messaging requests at scale with Zendesk.
Posted October 19, 2020

Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Posted October 19, 2020

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020

But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020

Kakapo's SMS Queues functionality adds another support channel to its applications for customer support.
Posted October 15, 2020

Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020

ID R&D has partnered with Red Box to simplify biometric authentication in the contact center. (Featured on DestinationCRM.com.)
Posted October 15, 2020

SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on DestinationCRM.com.)
Posted October 14, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020

Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library