CRM

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019

Verint AI Blueprint is designed to help companies launch conversational artificial intelligence solutions through a combination of consulting and technology. (Featured on SpeechTechMag.com.)
Posted April 17, 2019

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019

New data from Clutch Research confirms the importance of incorporating a human touch in all customer service interactions.
Posted April 16, 2019

Transcosmos has added emotion analysis to its speech recognition product for contact centers. (Featured on DestinationCRM.com.)
Posted April 16, 2019

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users. (Featured on DestinationCRM.com.)
Posted April 16, 2019

Zappix is leveraging its on-demand customer service and automation technology to provide self-service capabilities for monetization by business process outsourcing partners.
Posted April 11, 2019

Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019

Mitel's portfolio further leverages the Google Cloud Platform as well as advanced artificial intelligence and analytics capabilities.
Posted April 10, 2019

Technical support provider teleNetwork changes its name to OneSupport to better reflect what it does. (Featured on DestinationCRM.com.)
Posted April 09, 2019

Talkdesk's partnership with Mitel has resulted in the launch of the MiCloud Connect CX cloud contact center solution. (Featured on DestinationCRM.com.)
Posted April 09, 2019

CallTower's latest addition to the CT Cloud Voice Suite improves call handling and user productivity with key integrations.
Posted April 08, 2019

Strategic partnership will automate some of CGS's contact center outsourcing businesses.
Posted April 03, 2019

Bold360 now includes the latest in real-time contact center agent collaboration tools.
Posted April 03, 2019

The Hammer Cloud Platform offers functional, regression, systems integration, performance, and customer experience testing within contact center environments and enterprise networks.
Posted April 03, 2019

Avaya is adding Nuance's AI-based conversational technologies to its Avaya IX Contact Center.
Posted April 02, 2019

Customer Assist lets companies automate chat and web support functions.
Posted April 02, 2019

Blue Panda's customer engagement platform now integrates with Microsoft Azure to improve the customer experience with artificial intelligence.
Posted March 27, 2019

UCx Contact Center delivers advanced features like customizable call routing, automatic call-backs, built-in call recording, and dynamic reporting.
Posted March 27, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

CXone Packages add voice, intelligent routing for Salesforce digital channels, embedded workforce optimization, and speech/text analytics.
Posted March 21, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

Updates provide greater flexibility in how the contact center platform can be used.
Posted March 20, 2019

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019

Communications provider Voxbone has expanded its platform to deliver communications for business end users.
Posted March 19, 2019

Thrio will use VI's SIP trunking to fuel its contact center suite.
Posted March 19, 2019

Edify's configurable communications platform reaches beyond channels and across teams,
Posted March 19, 2019

Next-generation bots can respond to contextual customer questions and provide intelligent conversational capabilities. (Featured on DestinationCRM.com.
Posted March 15, 2019

NICE's partnership with CallVu brings visual engagement in the front end with intelligent automation of back-end processes.
Posted March 14, 2019

Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019

Inference Studio 6.0 supports Google Dialogflow NLP and IBM Watson Tone Analyzer. (Featured on DestinationCRM.com.)
Posted March 12, 2019

CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019

Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019

Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations. (Featured on DestinationCRM.com.)
Posted February 28, 2019

The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence.
Posted February 27, 2019

Customer service teams can now respond to and engage with customers at scale in real time on the popular photo sharing app.
Posted February 27, 2019

Contact center solutions provider Quovim C3 becomes a top-tier Genesys partner for North America.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

BookingBug's latest integrations expand the platforms that companies can use to communicate with and get feedback from customers. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Tellius' Intelligent Conversational Analytics platform combines natural language processing and artificial intelligence to surface insights.
Posted February 26, 2019

Conduent's collaboration with Microsoft expands the delivery of enterprise cloud offerings. (Featured on DestinationCRM.com.)
Posted February 26, 2019

NICE's Strategic Planner applies artificial intelligence to workforce management and employee engagement to aid in long-term planning.
Posted February 26, 2019

Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience.
Posted February 25, 2019

NICE inContact's cloud customer experience platform, CXone, is now available to NEC Australia customers.
Posted February 20, 2019

Contact center robotic process automation provider Intradiem complies with stringent security management standards.
Posted February 20, 2019

The new company brings together several contact center services providers that fell under the Bertelsmann and Saham labels. (Featured on DestinationCRM.com.)
Posted February 19, 2019

SOC 2 certification means that AnswerNet's contact center technology is protected against data loss.
Posted February 19, 2019

Avtex grows its customer engagement and contact center services business with its acquisition of AVDS.
Posted February 19, 2019