Cloud-based Support

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

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024

Avaya supports on-premises, private cloud, and public cloud environments with redesigned product suites.
Posted March 26, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024

Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024

Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024

Dialpad and T-Mobile launch Ai Recaps. (Featured on DestinationCRM.com.)
Posted March 14, 2024

Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Genesys and Epic team up to help clinicians improve the patient experience by integrating Genesys Cloud and Epic Cheers. (Featured on DestinationCRM.com.)
Posted March 07, 2024

Upstream Works' Omni AI Hub expedites AI for on-premise, cloud, and hybrid contact centers and powers virtual customer self-service and agent assistance.
Posted March 07, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

TELUS International and Local Measure pair up to elevate genAI-fueled CX with Engage Platform integration.
Posted March 04, 2024

8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024

Cognigy's conversational AI is now available to Genesys customers in North America.
Posted February 22, 2024

NextPlane is bringing new capabilities into Microsoft Teams, unified communications, and contact center platforms.
Posted February 21, 2024

Advanced genAI solutions from Authenticx give healthcare organizations a platform to analyze findings hidden in customer conversations. (Featured on SpeechTechMag.com.)
Posted February 20, 2024

OneCloud CX is an omnichannel customer experience platform powered by AI.
Posted February 16, 2024

Anywhere365 adds an intelligent AI assistant through its acquisition of Deepdesk.
Posted February 13, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

ScreenMeet's AI Assist is a generative AI assistant for remote support agents. (Featured on DestinationCRM.com.)
Posted February 05, 2024

New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

8x8 has extended its Experience Communications as a Service platform with AI-generated Video transcriptions, summaries, and action items. (Featured on SpeechTechMag.com.)
Posted January 19, 2024

Researchers from Azoth Analytics expect the cloud contact center market to grow by nearly 20 percent per year over the next five years.
Posted January 18, 2024

Five9's cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024

Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024

Infobip's AI Hub enables businesses to build conversational customer experiences. (Featured on DestinationCRM.com.)
Posted January 12, 2024

Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023

With its StateRAMP authorization, U.S. state and federal agencies can access the latest Genesys cloud and AI technologies to improve the customer experience.
Posted December 21, 2023

Yellow.ai has earned a partner listing on Zendesk Marketplace.
Posted December 12, 2023

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