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Cross-Channel Support
Vonage Adds Visual Engagement to Contact Center
New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics.
Posted April 15, 2021
Voximplant Integrates with Google Cloud Dialogflow CX
Voximplant powers new virtual agent AI capabilities that integrate with Google Cloud Contact Center AI.
Posted March 31, 2021
Simplr Partners with Gladly
The combined power of Simplr's and Gladly's customer service platforms helps companies provide in-the-moment, personalized customer care.
Posted March 31, 2021
Infosys Partners with LivePerson
Infosys Cobalt and LivePerson's Conversational Cloud and AI combine to help companies capitalize on conversational experiences.
Posted March 31, 2021
ContactEngine Partners with Vonage
The ContactEngine-Vonage partnership expands the international reach of both companies' products.
Posted March 31, 2021
LiveVox Launches Version 15 of Its Contact Center Platform
Version 15 of the LiveVox platform includes improvements to agent experience, increased automation, and enhanced omnichannel communications.
Posted March 26, 2021
NICE Adds Real-Time Behavioral Insights from Enlighten AI to Its NEVA Desktop Guidance Platform
Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests. (Featured on
DestinationCRM.com
.)
Posted March 19, 2021
Avaya Adds to Spaces Platform
Avaya Spaces additions enable the hybrid work-from-anywhere era.
Posted March 18, 2021
Alorica Partners with Talkdesk
Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021
Bright Pattern Launches Mobile Agent Desktop App
Bright Pattern Mobile Agent Desktop connects remote contact center agents and employees outside the contact center.
Posted March 16, 2021
8x8 Launches 8x8 Contact Center for Microsoft Teams
8x8 Contact Center for Microsoft Teams allows organizations to integrate customer engagement and telephony capabilities with Microsoft Teams.
Posted March 15, 2021
NICE inContact Adds AI in Spring 2021 Release of CXone
The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021
Haptik Integrates with Zendesk
Haptik launches deep integrations with Zendesk across its Support, Chat, and Sunshine products.
Posted March 09, 2021
Smart Choice Communications Offers Smart Contact Center
Smart Choice's Smart Contact Center is a fully customizable. cloud-based contact center. (featured on
DestinationCRM.com
.)
Posted March 09, 2021
Pypestream Launches Customer Engagement Center on AWS
Pypestreams's conversational AI plataform has been built on Amazon Web Services and automatically escalates to Amazon Connect.
Posted March 04, 2021
Microsoft Announces Dynamics 365 Capabilities at Ignite Event
Updates to Microsoft Dynamics include a slew of new capabilities and Teams integrations. (Featured on
DestinationCRM.com
.)
Posted March 02, 2021
3Fiftynine Releases Repleye for Twilio Flex
3Fiftynine's integration with Twilio Flex helps contact center agents deal with email interactions. (Featured on
DestinationCRM.com
.)
Posted March 01, 2021
TELUS Expands Google Cloud Partnership
TELUS' and Google Cloud's joint go-to-market strategy will initially focus on application migration, infrastructure modernization, and Contact Center AI.
Posted February 24, 2021
UJET Partners with Google
UJET integrates with Google Cloud Contact Center AI (CCAI) and Google Cloud Dialogflow CX.
Posted February 23, 2021
Kustomer Launches App Marketplace
Kustomer is offering a curated set of integrated apps to improve agent productivity.
Posted February 23, 2021
Mindsay Offers Its Customer Service Automation Platform on Genesys AppFoundry
Mindsay's chatbots are now integrated with Genesys Cloud.
Posted February 23, 2021
VHT Partners with Amazon Web Services
VHT will integrate with and offer Amazon Connect with its Mindful platform.
Posted February 18, 2021
Bright Pattern Partners with Dataseti on ITSM Communication Solutions
Bright Pattern's Omnichannel Communication Interaction Platform enables digital transformation, AI-powered automation, and remote service desk capabilities.
Posted February 18, 2021
Sytel Adds Softdial Contact Center (SCC) Client to Salesforce AppExchange
Sytel's customers can now benefit from access to multisession, multichannel contact center functionality embedded within Salesforce.
Posted February 17, 2021
Bright Pattern Deepens Microsoft Integrations
Bright Pattern has integrated its contact center solutions with Microsoft Teams, Dynamics, and Azure.
Posted February 16, 2021
3CLogic Integrates Cloud Contact Center with Zoom
3CLogic's Zoom integration extends its communication platform. (Featured on
DestinationCRM.com
.)
Posted February 09, 2021
Syniverse Launches CPaaS Concierge
The Syniverse CPaaS Concierge is a cloud-based, omnichannel communications offering.
Posted February 05, 2021
Zendesk Unveils Suite with Messaging Solution
The new Zendesk Suite brings together all of Zendesk's service capabilities, including messaging, into one offering. (Featured on
DestinationCRM.com
.)
Posted February 01, 2021
Avaya Adds AI to CCaaS and CPaaS with Virtual Agents Integrating Google Cloud Dialogflow CX
Avaya's AI Virtual Agent Enhanced with Google Cloud DialogFlow CX, blends automated and assisted service to contact center interactions.
Posted January 27, 2021
NICE Integrates CXone and Engage with Microsoft Teams
Companies can access NICE inContact CXone contact center controls from Teams and use NICE Engage real-time recording to ensure compliance.
Posted January 26, 2021
Avaya Collects 600th Contact Center Patent
Avaya's latest U.S. patent covers technology in its OneCloud CCaasS portfolio.
Posted January 22, 2021
Infosys Launches Cortex Customer Engagement Solution
Infosys Cortex combines contact center technologies from Genesys and Google.
Posted January 20, 2021
LiveVox to Merge with Crescent Acquisition
LiveVox joins Crescent Acquisition's portfolio in an $840 million deal.
Posted January 15, 2021
AWS Expands Its AI-Powered Contact Center Intelligence (CCI)
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
Cresta Launches Cresta for Customer Service
Cresta for Customer Service provides real-time guidance and coaching to agents during customer interactions. (Featured on
DestinationCRM.com
.)
Posted January 04, 2021
Enghouse Acquires Altitude Software
By acquiring the contact center software provider Altitude, Enghouse is expanding its footprint in Latin regions. (Featured on
DestinationCRM.com
.)
Posted January 04, 2021
Talkdesk Joins the AWS Partner Network
Talkdesk can now offer its cloud-based contact center software to Amazon Web Services users. (Featured on
DestinationCRM.com
.)
Posted December 17, 2020
Zendesk Adds Support Within Video Games
Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on
DestinationCRM.com
.)
Posted December 15, 2020
Serviceaide Integrates Luma Virtual Agent with its Point of Business Platform
Luma 2.5 has been integrated with the POB platform that Serviceaide gained in its Wendia acquisition.
Posted December 15, 2020
8x8 Updates the 8x8 Open Communications Platform
8x8's new release delivers work-from-anywhere insights and improved administrator and user experience.
Posted December 09, 2020
Cisco Adds to WebEx Contact Center
WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020
Cisco to Acquire IMImobile
Cisco's IMImobile acquisition will allow it to embed omnichannel engagement into its WebEx Contact Center.
Posted December 07, 2020
Ada Launches Social Channels
Ada's Social Channels features let users build once and deploy across WhatsApp and Facebook, with other channels to follow.
Posted December 04, 2020
Medallia Partners with Five9 to Provide Contact Center Leaders with Rich Insights
The Medallia and Five9 integration provides real-time and post-call customer feedback and actions.
Posted December 02, 2020
Why Every Company Needs a Modern Service Center and How to Get There
Contact centers need omnichannel, multiskill, feature-rich workforce management solutions to survive in the modern world.
Posted November 30, 2020
The Northridge Group and Tethr Partner to Help Businesses Make Sense of Voice of the Customer Data
The partnership combines contact center analytics with domain expertise. (Featured on
DestinationCRM.com
.)
Posted November 18, 2020
NICE Partners with Symphony
Partnership combines NICE's attended automation and AI with Symphony's methodologies for rapid integration. (Featured on
DestinationCRM.com
.)
Posted November 17, 2020
Intermedia Partners with ConnectWise
Intermedia and ConnectWise are teaming up to help companies add, deploy, and manage cloud communications and contact center solutions.
Posted November 10, 2020
North American Contact Center Intelligence Market to Grow 21.7 Percent Per Year Through 2026
Research firm Marqual IT Solutions anticipates growing interest in contact center artificial intelligence solutions among smaller firms.
Posted November 10, 2020
Zendesk Partners with WhatsApp
Zendesk will provide enhanced customer conversations on WhatsApp, Facebook Messenger, and Instagram directly within Zendesk. (Featured on
DestinationCRM.com
.)
Posted November 10, 2020
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