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Cloud-based Support
NICE Deepens Partnership with Cognizant
NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023
NICE Launches Conversational CX With ChatGPT-Enabled CXone
NICE's integration of CXone Expert and OpenAI's generative modeling enables consumers to resolve issues with automated self-service.
Posted January 26, 2023
Brandessence Eyes 18 Percent CAGR for CCaaS Market
The worldwide contact center-as-a-Service market is expected to expand from $4.7 billion today to $15.1 billion by 2028.
Posted January 24, 2023
Glia Upgrades Call Center Platform
Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023
TTEC Introduces InteractionSync for Amazon Connect
TTEC Digital's InteractionSync for Amazon Connect provides contact center agents a unified view of Amazon Connect voice interactions within Microsoft Dynamics 365.
Posted January 24, 2023
TCN Adds Workforce Engagement Suite to TCN Operator
TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023
Zappix Partners with Cozera
Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023
Dialpad Broadens Partner Ecosystem
Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023
8x8 Launches 8x8 Customer Labs
8x8 Customer Labs is an early-access program to help enhance 8x8 XCaaS product design, features, and user experience.
Posted January 18, 2023
Calabrio Names New CEO
Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023
Genesys Partners with World Wide Technology
Genesys' partnership with WTT helps joint customers with cloud and digital transformations.
Posted January 13, 2023
Broadvoice Launches GoContact Cloud Contact Center in North America
Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023
Sprinklr and Sitel Group Partner for Social Customer Service
Partnership combines Sitel's expertise in the digital CX services space with Sprinklr's Unified-CXM platform to deliver customer experiences across digital channels.
Posted January 11, 2023
Genesys Expands Partnership with AWS
Genesys and AWS plan to expand joint development and go-to-market strategies to help mutual clients accelerate digital transformations and cloud customer experience strategies.
Posted January 10, 2023
Playvox Launches Workforce Engagement Solutions for Salesforce Contact Center
Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023
Tips for Tapping the Cloud to Transform the Customer Experience
The cloud can feel like a nebulous entity, but deployed correctly, it can make CX more flexible and efficient.
Posted January 06, 2023
InteractiveTel Becomes TotalCX
InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023
Communications Platform-as-a-Service Market to Be Worth $45.3 Billion by 2027
MarketsandMarkets expects the global CPaaS market to grow by nearly 30 percent per year over the next five years.
Posted January 03, 2023
Aisera Integrates with Zendesk's Sunshine Platform
Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
Ada Partners with OpenAI
Ada will use the large language models behind OpenAI's ChatGPT to increase automated resolutions for customers. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
NICE Launches ElevateAI
NICE's ElevateAI is a cloud-based platform to make CX applications smarter. (Featured on
DestinationCRM.com
.)
Posted December 16, 2022
Sitel Partners with Genesys
Sitel and Genesys are teaming up to help companies move their contact centers to the cloud.
Posted December 15, 2022
LivePerson Adds AI Search, On-Demand Recommendations, Small Talk NLU, and Repeat Intent Rate Measurement
LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on
DestinationCRM.com
.)
Posted December 13, 2022
Vonage Adds Salesforce Shield Security for Vonage Contact Center
Vonage Salesforce Shield Security for Vonage Contact Center adds extra compliance and security features.
Posted December 09, 2022
Lumen Expands Partnership with Genesys
Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022
Waterfield Tech Launches Ascend Solution
Waterfield's Ascend subscription solution helps contact centers migrate to the cloud. (Featured on
DestinationCRM.com
.)
Posted December 08, 2022
RingCentral Adds Encryption to Phone and Messaging
RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product.
Posted December 07, 2022
The Future of the Contact Center Is Streamlined Data Collection
Most of us have had at least one experience with a call center that didn't quite meet our expectations. But it doesn't have to be that way.
Posted December 06, 2022
SuccessKPI Achieves FedRAMP Authorization
FedRAMP authorization enables government agencies to drive cloud-based contact center migration. (Featured on
DestinationCRM.com
.)
Posted December 06, 2022
Dialpad Launches Ai-Powered Customer Intelligence
Dialpad's Ai-Powered Customer Intelligence Platform brings automation and actionable real-time insights to businesses and contact centers. (Featured on
SpeechTechMag.com
.)
Posted December 06, 2022
Polaris Eyes Robust Growth for Contact Center Analytics
Polaris expects the contact center analytics market to grow at a CAGR of 19.4 percent through 2030. (Featured on
SpeechTechMag.com
.)
Posted December 06, 2022
Five9 Updates Its Cloud Contact Center Platform
Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022
UJET Offers UJET Connect to Help Contact Centers with Cloud Migration
With UJET Connect, customer service providers can take advantage of accelerated business planning and commercial incentives for cloud migration.
Posted December 02, 2022
RingCentral Launches Device as a Service
RingCentral's Device as a Service to simplify hardware procurement for contact centers.
Posted December 02, 2022
AWS Adds Even More AI to Amazon Connect Contact Center Suite
Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022
Cresta Partners with Zoom
Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center.
Posted November 10, 2022
TCN Adds Agent Scoring to Voice Analytics
TCN's latest enhancements to its Voice Analytics tools allow contact center managers to analyze operational performance.
Posted November 10, 2022
Eleveo Integrates Its Workforce Optimization Suite With Zoom Contact Center
The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022
CommunityWFM and Zoom Partner
CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022
CallMiner Integrates with Zoom
CallMiner rolled out integrations with Zoom Contact Center and Zoom Phone.
Posted November 09, 2022
Verint Integrates with Zoom
Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022
Observe.AI Partners with Zoom
Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022
Caller ID Reputation Launches Enterprise Solutions
Caller ID Reputation launches additional enterprise solutions for organizational transparency for contact centers. (Featured on
DestinationCRM.com
.)
Posted November 08, 2022
ServiceNow and Zoom Expand Partnership
ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on
DestinationCRM.com
.)
Posted November 08, 2022
Ooma Adds Advanced Call Flow Capabilities to Ooma Office
Ooma's new call flow features in Ooma Office business phone service include Call Queue Agent Log In/Log Out.
Posted November 02, 2022
NovelVox Builds HubSpot CTI Connectors for Cisco and Avaya Contact Centers
NovelVox's HubSpot CTI Connectors offer smart CTI controls and supervisor features for contact centers running on Avaya and Cisco platforms.
Posted November 02, 2022
Sytel Expands Softdial Cloud into Europe and APAC
Sytel has made its Softdial Cloud contact center-as-a-service offering available to companies in Europe, Asia, and the Pacific.
Posted November 02, 2022
Glia Partners with Tethr for Conversation Analytics
Glia and Tethr partnership delivers enhanced analytics for digital and voice-based interactions. (Featured on
SpeechTechMag.com
.)
Posted November 01, 2022
Glia Partners with Finastra for Digital Customer Service
Finastra is offering Glia's Digital Customer Service through its FusionFabric.cloud platform and Fusion Digital Banking solution. (Featured on
DestinationCRM.com
.)
Posted October 31, 2022
Salesforce Launches Contact Center
Salesforce Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022
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