Cloud-based Support

Platform enhancements include extending 8x8 Intelligent Customer Assistant to support voice interactions and additional AI capabilities across the entire 8x8 platform.
Posted July 26, 2024

Vonage's Intelligent SIP drives better management of voice connectivity.
Posted July 26, 2024

Broadvoice has met Trust Services Criteria for data security protection controls.
Posted July 25, 2024

Amazon is adding Amazon Q and Amazon Connect Contact Lens to its Connect contact center platform.
Posted July 22, 2024

Regal.io has joined the 8x8 technology partner ecosystem as a SellWith8 Partner.
Posted July 19, 2024

The two-solution set is outdated and creates unnecessary redundancies.
Posted July 18, 2024

Vodafone Business is expanding its global communications offerings to include RingCentral's native contact center solution, RingCX.
Posted July 17, 2024

Einstein Service Agent is Salesforce's autonomous AI agent to revolutionize chatbot experiences.
Posted July 17, 2024

In customer service, AI is everywhere. (Featured on DestinationCRM.com.)
Posted July 15, 2024

IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024

Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024

EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud.
Posted June 19, 2024

IR's solution helps monitor contact center performance and productivity.
Posted June 18, 2024

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on DestinationCRM.com.)
Posted June 18, 2024

NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event. (Featured on DestinationCRM.com.)
Posted June 12, 2024

Cognigy levels up as a NICE Prime Partner to deliver AI-powered customer service automation solutions.
Posted June 11, 2024

Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences.
Posted June 06, 2024

Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024

RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications.
Posted June 05, 2024

New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024

Amazon steps up support and integrations for its Connect contact center suite.
Posted June 03, 2024

The relationship combines AI solutions and industry-specific clouds from Talkdesk with Cognizant's global customer experience consulting and transformation services.
Posted May 30, 2024

Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024

Sabio's Wellbeing Companion aims to boost contact center agent well-being and performance through artificial intelligence, analytics, and human insight.
Posted May 21, 2024

LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on DestinationCRM.com.)
Posted May 16, 2024

LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024

Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024

Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024

Expansion of Avaya partnership to include Alvaria CX Premier enterprise-scale omnichannel compliant outbound engagement
Posted May 14, 2024

Avaya and LivePerson have integrated their product, go-to-market, and services to provide a unified, omnichannel suite for customers with on-premises, hybrid, or cloud contact centers.
Posted May 13, 2024

New hybrid solution empowers customers to combine Avaya investments with collaboration capabilities from RingCentral.
Posted May 13, 2024

Edify brings workflow, customer journey orchestration, and other AI-powered technologies into the Avaya Experience Platform.
Posted May 09, 2024

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024

Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024

Salesforce's Unified Knowledge collects information from third-party systems and integrates it into Salesforce.
Posted May 06, 2024

Enhancements include new capabilities for embedding AI, video, and social messaging into workflows.
Posted April 30, 2024

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's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024

8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

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'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

Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024

the Verint Open Platform's unified data hub has been integrated with Webex Contact Center.
Posted April 03, 2024

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

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

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