Cross-Channel Support

Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024

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

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 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

Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 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

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

CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024

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

Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
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

Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023

Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023

Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.
Posted November 28, 2023

Ada's Customer Service AI Agent is powered by the Ada Reasoning Engine to maximize automated resolutions.
Posted November 22, 2023

Sprinklr and infinit.cx have teamed up to deliver AI-powered contact center and customer experience solutions.
Posted November 16, 2023

Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

Five9 OneStudent delivers a cloud-based contact center solution for colleges and universities looking to better engage with students.
Posted November 10, 2023

The TELUS-Five9 combined CCaaS solution provides omnichannel support, intelligent routing, and AI-driven insights
Posted November 08, 2023

CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023

AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being.
Posted October 26, 2023

8x8 XCAAS platform enhancements include AI-powered voice conversational self-service capabilities, video customer engagement, deeper Microsoft Teams integrations, and new meeting capabilities.
Posted October 26, 2023

Zoom and Verint expand partnership to bring Verint's customer experience automation into Zoom's platform. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Radish ChoiceView Lite for Amazon Connect adds visually enhanced AI interactions to phone calls.
Posted October 17, 2023

Kore.ai integrates its platform with Genesys Cloud CX.
Posted October 11, 2023

Contact center agents can elevate customer interactions directly to video from 8x8 Agent Workspace.
Posted October 05, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Zendesk launches generative AI offerings and capabilities to further secure data and ensure privacy.
Posted October 04, 2023

Vonage and Flowcode are launching a customer communications tool that integrates live chat and QR code technology.
Posted September 29, 2023

Odigo's new connector brings together its CCaaS platform and RingCentral's MVP UCaaS platform.
Posted September 28, 2023

IntelePeer's SmartOffice allows local offices to automate customer interaction resolution.
Posted September 28, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

Theta Lake launches Smart Capture for RingCentral Contact Center.
Posted September 20, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.
Posted September 19, 2023

Vonage's Conversations for Salesforce adds two-way messaging to Salesforce.
Posted September 14, 2023

Bandwidth's partnerships with Google and Cognigy lead to AIBridge, integrating AI with contact centers using Maestro.
Posted September 06, 2023

CX Cloud from Genesys and Salesforce combines capabilities and data from Salesforce Service Cloud and Genesys Cloud CX.
Posted September 06, 2023

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)
Posted September 01, 2023

Verint's cloud contact center suite will be available in the Microsoft Azure Marketplace.
Posted September 01, 2023

Content Guru's storm contact center platform achieves FedRAMP's highest security certification.
Posted August 30, 2023

8x8 has launched voice conversational artificial intelligence in 8x8 Intelligent Customer Assistant, expanding its self-service capabilities.
Posted August 30, 2023

Mutare combines with Genesys Cloud CX to help contact centers rid their voice channel of wasteful unwanted calls.
Posted August 15, 2023

Upland Panviva and Genesys Cloud CX together will deliver omnichannel knowledge for highly regulated industries.
Posted August 09, 2023

RingCentral's RingCX and RingSense for Phone combine omnichannel contact center with conversation intelligence capabilities.
Posted August 08, 2023