Cloud-based Support

LiveVox joins Crescent Acquisition's portfolio in an $840 million deal.
Posted January 15, 2021

TELUS' and RingCentral's expanded partnership enables businesses to transition legacy phone systems to the cloud.
Posted January 13, 2021

Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
Posted January 12, 2021

Yay.com is expanding its unified communications platform with an instant messaging and chat service. (Featured on DestinationCRM.com.)
Posted January 11, 2021

Qurious.io's capabilities will assist customer service agents by analyzing service calls in real time. (Featured on SpeechTechMag.com.)
Posted January 11, 2021

Calabrio extends its Twilio partnership, helping companies deploy the Calabrio ONE workforce engagement management suite on Twilio Flex.
Posted January 06, 2021

Sparkcentral brings advanced customer care conversations to the Hootsuite platform. (Featured on DestinationCRM.com.)
Posted January 06, 2021

NICE inContact CXone is being used to streamline vaccine distribution from vaccine producers to healthcare providers.
Posted January 06, 2021

UJET has integrated its cloud contact center offering with Oracle Cloud CX Service and made it available on the Oracle Cloud Marketplace.
Posted January 06, 2021

Cresta for Customer Service provides real-time guidance and coaching to agents during customer interactions. (Featured on DestinationCRM.com.)
Posted January 04, 2021

By acquiring the contact center software provider Altitude, Enghouse is expanding its footprint in Latin regions. (Featured on DestinationCRM.com.)
Posted January 04, 2021

New funding fuels Khoros' acquisition of Topbox, a customer experience analytics provider. (Featured on DestinationCRM.com.)
Posted January 04, 2021

Deloitte's new contact center offering is powered by Salesforce Service Cloud Voice.
Posted December 18, 2020

Talkdesk can now offer its cloud-based contact center software to Amazon Web Services users. (Featured on DestinationCRM.com.)
Posted December 17, 2020

Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on DestinationCRM.com.)
Posted December 15, 2020

8x8's new release delivers work-from-anywhere insights and improved administrator and user experience.
Posted December 09, 2020

Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting.
Posted December 09, 2020

WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020

The partnership between UJET and Telarus enables contact center modernization at scale.
Posted December 08, 2020

Cisco's IMImobile acquisition will allow it to embed omnichannel engagement into its WebEx Contact Center.
Posted December 07, 2020

Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 2020

The Medallia and Five9 integration provides real-time and post-call customer feedback and actions.
Posted December 02, 2020

Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020

RingCentral's partnership with Vodafone will deliver cloud-based communications and contact center solutions.
Posted December 02, 2020

Red Box's Conversa voice capture platform now works with Microsoft's CRM products.
Posted November 20, 2020

Pindrop Passport and Protect products now compatible with Avaya OneCloud contact center solutions.
Posted November 19, 2020

Speechmatics' technology is now available for Genesys Engage and Genesys PureConnect.
Posted November 19, 2020

Clarabridge's text and speech analytics integrates with Oracle Cloud CX Service, connecting users to hundreds of feedback sources. (Featured on DestinationCRM.com.)
Posted November 19, 2020

Included with Intermedia Contact Center Pro and Elite packages, Easy-IVR will help companies build and deploy IVRs in as little as 5 minutes. (Featured on SpeechTechMag.com.)
Posted November 18, 2020

PCI Pal has collaborated with Oracle to offer enhanced payment security to its contact center customers. (Featured on DestinationCRM.com.)
Posted November 17, 2020

Contact centers have been slow to move to the cloud, but that effort is expected to grow dramatically through 2027, according to Mordor Intelligence.
Posted November 17, 2020

TechSee's Visual Remote Assistant is being integrated into Salesforce Service Cloud and Salesforce Field Service.
Posted November 13, 2020

Solution becomes available in more parts of Europe.
Posted November 13, 2020

Intermedia and ConnectWise are teaming up to help companies add, deploy, and manage cloud communications and contact center solutions.
Posted November 10, 2020

Research firm Marqual IT Solutions anticipates growing interest in contact center artificial intelligence solutions among smaller firms.
Posted November 10, 2020

MarketsandMarkets pegs the current cloud contact center market at $11.5 billion and expects it to grow to $36.1 billion by 2025.
Posted November 06, 2020

Aircall's partnership lets BrainSell offer cloud-based phone technology to its clients.
Posted November 03, 2020

The two rival cloud communications platform providers are becoming one company under the Bandwidth name.
Posted November 03, 2020

RingCentral Office is now available to startups building on AWS.
Posted November 02, 2020

The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies.
Posted November 02, 2020

Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution. (Featured on DestinationCRM.com.)
Posted October 28, 2020

CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights.
Posted October 28, 2020

Avtex's acquisition o f Aria strengthens its expertise and access to Genesys contact center solutions.
Posted October 28, 2020

Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries. (Featured on DestinationCRM.com.)
Posted October 27, 2020

Zappix and Fonative team up to deliver additional self-service technology to contact centers. (Featured on DestinationCRM.com.)
Posted October 27, 2020

Partnership empowers organizations to deploy a full suite of unified communications and collaboration tools.
Posted October 23, 2020

Mindsay's Customer Service Chatbot includes conversational artificial intelligence capabilities.
Posted October 22, 2020

RingCentral high-volume SMS lets businesses text customers with customized apps and their business phone numbers.
Posted October 21, 2020

Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Posted October 19, 2020

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020

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