Cloud-based Support

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

NICE's integration of CXone Expert and OpenAI's generative modeling enables consumers to resolve issues with automated self-service.
Posted January 26, 2023

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's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023

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's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023

Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023

8x8 Customer Labs is an early-access program to help enhance 8x8 XCaaS product design, features, and user experience.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Genesys' partnership with WTT helps joint customers with cloud and digital transformations.
Posted January 13, 2023

Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023

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 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

Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023

The cloud can feel like a nebulous entity, but deployed correctly, it can make CX more flexible and efficient.
Posted January 06, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

MarketsandMarkets expects the global CPaaS market to grow by nearly 30 percent per year over the next five years.
Posted January 03, 2023

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 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's ElevateAI is a cloud-based platform to make CX applications smarter. (Featured on DestinationCRM.com.)
Posted December 16, 2022

Sitel and Genesys are teaming up to help companies move their contact centers to the cloud.
Posted December 15, 2022

LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on DestinationCRM.com.)
Posted December 13, 2022

Vonage Salesforce Shield Security for Vonage Contact Center adds extra compliance and security features.
Posted December 09, 2022

Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022

Waterfield's Ascend subscription solution helps contact centers migrate to the cloud. (Featured on DestinationCRM.com.)
Posted December 08, 2022

RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product.
Posted December 07, 2022

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

FedRAMP authorization enables government agencies to drive cloud-based contact center migration. (Featured on DestinationCRM.com.)
Posted December 06, 2022

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 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 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

With UJET Connect, customer service providers can take advantage of accelerated business planning and commercial incentives for cloud migration.
Posted December 02, 2022

RingCentral's Device as a Service to simplify hardware procurement for contact centers.
Posted December 02, 2022

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center.
Posted November 10, 2022

TCN's latest enhancements to its Voice Analytics tools allow contact center managers to analyze operational performance.
Posted November 10, 2022

The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022

CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022

CallMiner rolled out integrations with Zoom Contact Center and Zoom Phone.
Posted November 09, 2022

Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022

Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022

Caller ID Reputation launches additional enterprise solutions for organizational transparency for contact centers. (Featured on DestinationCRM.com.)
Posted November 08, 2022

ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on DestinationCRM.com.)
Posted November 08, 2022

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'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 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 and Tethr partnership delivers enhanced analytics for digital and voice-based interactions. (Featured on SpeechTechMag.com.)
Posted November 01, 2022

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 Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022

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