CRM

LivePerson's Conversational Cloud gets an upgrade with generative capabilities, including chatGPT.
Posted February 01, 2023

PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023

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 content composition and interaction summary features to its customer service platform.
Posted January 31, 2023

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

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 will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on DestinationCRM.com.)
Posted January 25, 2023

Contact center outsourcer to launch operations in Cairo and Lodz.
Posted January 25, 2023

Unbabel's new free trial and demo options will allow anyone to experience Unbabel's AI-powered LangOps solutions.
Posted January 25, 2023

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's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023

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 Experience Optimization (XO) Platform Version 10.0 includes open architecture, continuous learning, automated training, and testing.
Posted January 24, 2023

TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023

Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Posted January 17, 2023

Cognigy is integrating large language models into its Cognigy.ai platform for contact centers.
Posted January 17, 2023

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

Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023

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

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 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

New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on DestinationCRM.com.)
Posted January 09, 2023

Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023

The cloud can feel like a nebulous entity, but deployed correctly, it can make CX more flexible and efficient.
Posted January 06, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

MarketsandMarkets expects the global CPaaS market to grow by nearly 30 percent per year over the next five years.
Posted January 03, 2023

Dialpad has committed $50 million to the continued research and development of artificial intelligence-related technologies. (Featured on SpeechTechMag.com.)
Posted December 28, 2022

SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on SpeechTechMag.com.)
Posted December 27, 2022

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 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's ElevateAI is a cloud-based platform to make CX applications smarter. (Featured on DestinationCRM.com.)
Posted December 16, 2022

Sitel and Genesys are teaming up to help companies move their contact centers to the cloud.
Posted December 15, 2022

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

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 enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on DestinationCRM.com.)
Posted December 13, 2022

NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022

Vonage Salesforce Shield Security for Vonage Contact Center adds extra compliance and security features.
Posted December 09, 2022

Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022

Waterfield's Ascend subscription solution helps contact centers migrate to the cloud. (Featured on DestinationCRM.com.)
Posted December 08, 2022

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's new chat solution lets travel companies communicate with customers via SMS, WhatsApp, and Apple Messages.
Posted December 07, 2022

RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product.
Posted December 07, 2022

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

FedRAMP authorization enables government agencies to drive cloud-based contact center migration. (Featured on DestinationCRM.com.)
Posted December 06, 2022

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 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 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

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