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CRM
8x8 Updates Its Contact Center and Unified Communications Platforms
Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024
Content Guru Adds Enhanced Accessibility Features to storm
Content Guru's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024
IntelePeer Integrates with Microsoft Azure OpenAI Service
Together IntelePeer and Microsoft Azure OpenAI are working to deliver AI automation solutions and virtual agents for customer service.
Posted April 19, 2024
ASAPP Launches Generative Agent
ASAPP's Generative Agent can handle up to 90 percent of contact center interactions.
Posted April 17, 2024
Calabrio Launches Bot Analytics
Calabrio's Bot Analytics provides access to all transcripts with more than 200 metrics organized for discovery and analysis.
Posted April 17, 2024
Kore.ai Unveils XO Platform V11.0
Kore.ai's XO Platform V11.0 offers expanded AI automation.
Posted April 17, 2024
Zendesk Launches AI Agents, Agent Copilot, and AI-Powered Workforce Engagement Management
Zendesk's AI innovations include autonomous AI agents, workflow automation, agent copilot, workforce management, and quality assurance capabilities powered by Zendesk AI. (Featured on
DestinationCRM.com
.)
Posted April 16, 2024
boost.ai Introduces Generative Action
boost.ai's Generative Action is a generative AI engine for customer service automation.
Posted April 16, 2024
8x8 Launches Operator Connect for Microsoft Teams
8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024
Khoros Launches Customer Care Cloud
Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024
Contact Center Supervisor Automation Is Key to SLA Upkeep, Sytel Says
Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024
Five9 Adds Zendesk Integrations
Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024
Intercom Launches Fin AI Copilot
Intercom's Fin AI Copilot is an AI assistant for customer service agents.
Posted April 10, 2024
Intento Launches Intento Translator for Salesforce ServiceCloud
Intento Translator for Salesforce ServiceCloud automatically translates content across customer service chat interactions in real time for both the agent and customer. (Featured on
DestinationCRM.com
.)
Posted April 09, 2024
Salesforce Launches Unified Conversations for WhatsApp
Salesforce's Unified Conversations for WhatsApp transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number. (Featured on
DestinationCRM.com
.)
Posted April 09, 2024
Cresta Adds AI-Powered Quality Management and Behavioral Analytics
Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on
DestinationCRM.com
.)
Posted April 09, 2024
Tips for Reviewing Voicebot Vulnerability
How companies can help users feel safe by better securing voice assistant data. (Featured on
SpeechTechMag.com
.)
Posted April 03, 2024
Verint Expands Integration with Webex by Cisco
the Verint Open Platform's unified data hub has been integrated with Webex Contact Center.
Posted April 03, 2024
AI and Trust: Language Matters
Companies need to do a better job of selling AI to contact center leaders and employees and customers.
Posted March 28, 2024
Waterfield Tech Adds Generative AI
Waterfield Tech's suite of GenAI solutions includes taskGPT, routeGPT, and faqGPT.
Posted March 28, 2024
Wolken Software Launches Wolken Gen AI
Wolken Gen AI is a suite of products for B2B customer service.
Posted March 28, 2024
eGain Releases AssistGPT for CCaaS
eGain's AssistGPT for CCaaS is a generative artificial intelligence tool that helps cloud contact center users automate the knowledge management lifecycle.
Posted March 28, 2024
Inbenta Unveils Customizable Digital Instructor
Inbenta adds Voice, Autoplay, and Download to its Digital Instructor tool.
Posted March 26, 2024
Cisco Adds to Webex Contact Center
Cisco has added artificial intelligence, quality management, and CRM integrations to its Webex Contact Center.
Posted March 26, 2024
NICE Launches Next Generation of Enlighten Copilot
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
RingCentral Adds Capabilities and Integrations to RingCX
RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024
Calabrio Launches Interaction Summary
Calabrio's new Interaction Summary add-on uses AI to create recaps of each interaction and export them CRM systems.
Posted March 26, 2024
Five9 Launches GenAI Studio
Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024
Avaya Aligns Unified Communication Portfolio and Announces New Communication and Collaboration Suite
Avaya supports on-premises, private cloud, and public cloud environments with redesigned product suites.
Posted March 26, 2024
Amelia Releases Amelia Answers with GenAI
The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024
Talkdesk Partners with Verint on WFM Product and Launches Talkdesk Ascend
Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024
NICE Launches Enlighten XM
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
AWS Adds Capabilities to Amazon Connect
Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024
SuccessKPI Integrates with Zoom Contact Center
SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024
RingCentral Launches RingEX with AI
New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024
CallMiner Adds Generative AI Capabilities
CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024
Upstream Works Introduces AgentNow
Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024
Transform Customer Service and Support with Dynamic Customer Engagement
In 2024, organizations must adopt sustained, dynamic, and proactive engagement throughout the customer lifecycle.
Posted March 22, 2024
Uniphore Adds AI Capabilities to U-Analyze
Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on
DestinationCRM.com
.)
Posted March 21, 2024
ServiceNow Launches Washington, D.C., Platform Release
New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on
DestinationCRM.com
.)
Posted March 20, 2024
SuccessKPI Partners with Five9
Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024
Verint Releases TimeFlex Bot
Verint TimeFlex Bot leverages AI for contact center agent scheduling.
Posted March 19, 2024
A New Class of Multimodal AI Agents Can Plan, Reason And Explain
New patent underscores Openstream.ai's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.
Posted March 19, 2024
The CX Industry Must End Impossible Voice Response
With the right strategy, impossible can become inviting when it comes to IVR interactions.
Posted March 19, 2024
Kustomer Introduces Kustomer IQ Agent Assist
Kustomer IQ Agent Assist is AI-powered copilot for customer service agents. (Featured on
DestinationCRM.com
.)
Posted March 19, 2024
AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
Skit.ai Launches Multichannel Offerings for Debt Collections
Skit.ai's suite of generative AI-powered, self-service solutions includes voice, chat, email, and text automation.
Posted March 15, 2024
Sprinklr and Tech Mahindra Expand Partnership
Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on
DestinationCRM.com
.)
Posted March 15, 2024
Dialpad Expands Partnership with T-Mobile
Dialpad and T-Mobile launch Ai Recaps. (Featured on
DestinationCRM.com
.)
Posted March 14, 2024
Zendesk to Acquire Ultimate
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
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