Cloud-based Support

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

The partnership combines Phonesuite's full-featured automated call distribution and IP PBX systems with Opulent's managed cloud services
Posted February 12, 2019

New capabilities improve interactions, workflows, agent and supervisor productivity, scalability, and security.
Posted February 11, 2019

Calabrio has extended its Cisco SolutionsPlus Program participation with Calabrio ONE Cloud solution.
Posted February 08, 2019

Service Interruption Management eases call center pressure during service interruptions using Zappix Visual IVR, RPA Engine, and proactive Outbound Engagement. (Featured on DestinationCRM.com.)
Posted February 07, 2019

Clinc has added its conversational artificial intelligence to the Amazon Connect contact center platform.
Posted February 06, 2019

Fonolo's call-back technologyhelped consumers avoid more than 40 million minutes of hold time.
Posted February 01, 2019

1RPA allows businesses to create automations at scale. (Featured on DestinationCRM.com.)
Posted January 29, 2019

Bluefish.ai is a feature-rich chatbot development platform geared toward SMBs. (Featured on DestinationCRM.com.)
Posted January 28, 2019

Conversational IVR and BrightStart Apps come to the Bright Pattern Customer Experience Platform.
Posted January 25, 2019

Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019

Teleopti Insights uses embedded Power BI from Microsoft to enhance interactive, flexible workforce management reporting.
Posted January 23, 2019

Rackspace will resell Synchronoss' Digital Experience Platform (DXP) to international customers
Posted January 23, 2019

Avaya this week is introducing its Avaya Intelligent Xperiences (Avaya IX) portfolio.
Posted January 21, 2019

Voice user interface designers can use Orbita Prototype to create, test, measure, and iterate on conversational dialogues.
Posted January 16, 2019

RingCentral expands its customer engagement portfolio with Connect First acquisition.
Posted January 15, 2019

Accelerated incentives drive solution selling and cloud offerings for 2019.
Posted January 09, 2019

The certification is awarded after a selective process and is only given to call centers that rank among the top 10 percent of companies that BenchmarkPortal—a research firm offering benchmarking, certification, training and consulting tools—evaluates.
Posted December 28, 2018

With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underutilized sources.
Posted December 19, 2018

Verint will add to its omnichannel cloud voice of the customer portfolio with its acquisition of ForeSee. (Featured on DestinationCRM.com.)
Posted December 17, 2018

Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018

Brekeke Call Center Suite now integrates with Zoho's cloud-based telephony integration platform, Zoho PhoneBridge. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Ozonetel has launched KooKoo Interactive Assistant, an omnichannel widget to run voice calls and chat sessions in parallel. (Featured on DestinationCRM.com.)
Posted December 11, 2018

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

The integration brings Aspect's Workforce Optimization to Amazon Connect cloud-based contact center. (Featured on DestinationCRM.com.)
Posted December 03, 2018

Together, Neustar and TRUSTID will deliver a suite of call center fraud, risk, and caller authentication solutions. (Featured on DestinationCRM.com.)
Posted November 29, 2018

With this partnership, contact centers gain access to payment processing options through interactive voice response and mobile SMS.
Posted November 28, 2018

Contact center operations have evolved tremendously over the past decade. Does a move to the cloud make sense for your business?
Posted November 27, 2018

The integration between Sprout Social and HubSpot will help bridge the gap between companies' marketing and customer care teams. (Featured on DestinationCRM.com.)
Posted November 15, 2018

The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018

Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018

NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018

New research from Frost & Sullivan uncovers a surge in new technology investments.
Posted November 07, 2018

The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018

The integration allows Amazon Connect to dip into Kustomer's data set to pull up customer information before agents take the call.
Posted October 31, 2018

ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018

Calabrio adds enterprise scalability and other enhancements to automate and simplify management of large-scale workforce optimization deployments.
Posted October 30, 2018

Largely flying under the radar, artificial intelligence-powered customer service platform Afiniti has quietly raised $130 million in series D funding for its technology, which uses AI and behavioral pairing to connect customer callers and agents.
Posted October 26, 2018

CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018

Vonage has integrated its Business Inbox feature with Facebook Messenger,
Posted October 25, 2018

Aspect enlists the help of telecom technology services distributor Telarus.
Posted October 24, 2018

OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018

Cisco customers and partners can now access Teleopti's cloud workforce management solution on the Cisco Systems global price list.
Posted October 22, 2018

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018

The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Posted October 17, 2018

Integrated into 8x8 X Series, Team Messaging features automated deployment capabilities, public and private rooms, and interoperability with 23 third-party team messaging platforms.
Posted October 17, 2018