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CRM
AskNicely Launches Benchmark Program
AskNicely's Benchmark Program delivers an action plan to improve customer experience and revenue growth.
Posted June 28, 2022
Intermedia Launches Interaction Analytics
Intermedia Interaction Analytics helps businesses capture the voice of the customer, automating trend recognition of key words and phrases from daily customer interactions. (Featured on
SpeechTechMag.com
.)
Posted June 27, 2022
Zendesk to Be Acquired by Investor Group
An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on
SmartCustomerService.com
.)
Posted June 27, 2022
Textel Expands Partnership with NICE
Partnership brings Textel's business texting platform to NICE's international CXone customers.
Posted June 24, 2022
Alorica Partners with Sanas to Alter Contact Center Agents' Accents
Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022
ASAPP Launches AutoTranscribe
ASAPP's AutoTranscribe provides real-time speech-to-text services for contact centers. (Featured on
SpeechTechMag.com
.)
Posted June 23, 2022
8x8 Launches Elevate Microsoft Partner Program and 8x8 XT Edition
8x8 XT Edition is a global communications solution for companies adopting Microsoft Teams.
Posted June 23, 2022
Qualtrics and ServiceNow Partner on Qualtrics Embedded Insights
Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022
NICE Launches RPA 7.7
NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022
Intercom Launches SMS, Custom Actions, and Custom Objects
Intercom has launched two-way text messaging and bot-building capabilities.
Posted June 22, 2022
Pathlight Adds Quality Assurance and Workforce Management
Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022
Cogito Adds Product Capabilities and Integrations
Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022
[24]7.ai Enters CCaaS Market with Engagement Cloud
24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022
CallMiner Introduces Combined Workforce Intelligence Capabilities
New and expanded features include call and screen recording, video playback, after-work automation, and quality forms to complement automated scoring.
Posted June 21, 2022
Sprinklr Introduces Modern Care Lite
Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022
Pega Launches Pega Process Extender for Salesforce Lightning on Salesforce App Exchange and Pega Marketplace
Component lets companies embed Pega into Salesforce environments to further automate customer service workflows.
Posted June 21, 2022
Qualtrics Launches Quality Management
Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022
Deloitte Digital Launches TrueServe
Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022
Uniphore Solutions Listed on Genesys AppFoundry
Uniphore's U-Assist In-Call and U-Assist Aftercall are now available as premium applications on Genesys' AppFoundry.
Posted June 21, 2022
Airkit Updates Its Digital Experience Platform
Airkit introduces a conversational visual builder and agent automation tools in the latest version of its DXP software.
Posted June 21, 2022
AWS Adds Outbound, Case Management, and Bot Designer Capabilities into Connect
AWS has launched Amazon Connect Cases, Amazon Connect outbound campaigns, and Amazon Lex Automated Chatbot Designer as part of its Amazon Connect contact center suite.
Posted June 20, 2022
Kurmi Software Joins Cisco SolutionsPlus Program
Kurmi membership in the Cisco SolutionsPlus Program provides faster access to unified communications automation for Cisco customers.
Posted June 20, 2022
Sitel to Acquire Majorel
Sitel and Majorel together would create one company with 240,000 employees worldwide.
Posted June 20, 2022
Nametag Launches Customer Identification Solution
Backed by Multi-Factor Identity, Nametag's AI enables customer support teams to authenticate any customer in seconds. (Featured on
DestinationCRM.com
.)
Posted June 15, 2022
Cogito Updates Emotion AI on Salesforce AppExchange
Salesforce customers can now use Cogito's Emotion AI for real-time coaching, guidance, and continuous customer and employee experience measurements.
Posted June 14, 2022
Verint Introduces Solutions to Address Engagement Capacity Gap at Engage 2022
Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on
DestinationCRM.com
.)
Posted June 14, 2022
ASAPP Launches AutoCompose for Agent Messaging
ASAPP's AutoCompose offers agents suggested responses for digital customer messaging requests.
Posted June 10, 2022
Tanla Partners with Kore.ai on Conversational AI Platform
Partnership brings Kore.ai's conversational AI to Tanla's communications platforms. (Featured on
SpeechTechMag.com
.)
Posted June 10, 2022
Going Digital Still Requires Empathy, Genesys Xperience Speakers Stress
Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022
Cloud-Based Contact Center Market to Be Worth $36.1 Billion by 2025
MarketsandMarkets projects 26 percent CAGR for cloud contact center solutions over the next three years.
Posted June 08, 2022
Dialpad Adds Ai CSAT to its Customer Intelligence Offering
Dialpad Ai CSAT is a real-time predictive engine for customer satisfaction that provides visibility into 100 percent of calls.
Posted June 08, 2022
SuccessKPI and LiveVox Partner
LiveVox customers now have access to SuccessKPI's contact center insights platform.
Posted June 08, 2022
How Web Portals Can Streamline Customer Support
The following four web portal capabilities are essential for providing high-level customer support.
Posted June 07, 2022
Talkdesk Launches Retail Experience Cloud
Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022
Genesys Deepens It Partnership with Zoom
Genesys is now combining Zoom Phone and Genesys Cloud CX solution.
Posted June 06, 2022
Pindrop Adds Intelligence and Investigation Tools to Its Authentication and Fraud Prevention Platform
Pindrop's latest advancements provide deeper audio intelligence, improved fraud investigations and authentication policies, and enhanced operational efficiencies. (Featured on
SpeechTechMag.com
.)
Posted June 06, 2022
Upstream Works Adds Cisco Integrations
Upstream Works' latest updates provide contact center agents with AI-powered guidance and automation.
Posted June 02, 2022
LiveVox Launches on Salesforce AppExchange
LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace.
Posted June 02, 2022
Call Center Studio Integrates LumenVox Call Progress Analysis
Call Center Studio's LumenVox CPA integration will add voice activity detection to its contact center systems.
Posted June 02, 2022
Gupshup Acquires OneDirect
The OneDirect acquisition strengthens Gupshup's suite of conversational tools with a unified, intelligent Agent Assist inbox.
Posted June 02, 2022
Cloud Contact Center Market to Increase by $27 Billion
Technavio projects that the cloud contact center solutions market will expand 20 percent per year through 2026.
Posted June 01, 2022
ConneXio Launches ConneXio Cloud
ConneXio Cloud is a suite of contact center and CRM software and services.
Posted June 01, 2022
Sprinklr Is Now Available in the Google Cloud Marketplace
Google provides a public cloud experience for customers to procure, deploy, and create value with Sprinklr's unified customer experience management platform. (Featured on
DestinationCRM.com
.)
Posted June 01, 2022
Verint Partners with Intelligent Voice
Verint and Intelligent Voice integration empowers improved financial compliance oversight. (Featured on
DestinationCRM.com
.)
Posted May 26, 2022
Cyara Releases CX Test Automation Maturity Model
Cyara's self-assessment tool empowers companies to measure and modernize customer experience (CX) testing capabilities.
Posted May 25, 2022
NICE Labels Frictionless Experiences Key to Customer Service at Interactions Event
Companies need to declare war on the friction that has kept self-service from satisfying customers, speakers urged during day one of NICE's Interactions 2022 event.
Posted May 25, 2022
Helpshift Launches Feedback Plus for Its New Metashift Product
Feedback+ is Phase One of Helpshift's Metashift rollout for mobile in-app and AR customer support experiences in the metaverse.
Posted May 25, 2022
Textel Partners with RingCentral
Textel and RingCentral team up to enable multidirectional SMS and MMS texting.
Posted May 25, 2022
NovelVox Launches Wallboards and Agent Dashboards for Amazon Connect
NovelVox Wallboards and Agent Dashboards provide contact centers running on Amazon Connect a full display of agent performance.
Posted May 25, 2022
Zenarate Launches Concurrent Chat Simulation
Zenarate's Concurrent Chat Simulation will help companies develop top-performing chat agents. (Featured on
DestinationCRM.com
.)
Posted May 24, 2022
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