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Cross-Channel Support
8x8 Updates Its Contact Center and Unified Communications Platforms
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 Adds Enhanced Accessibility Features to storm
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 Launches Operator Connect for Microsoft Teams
8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024
Khoros Launches Customer Care Cloud
Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024
Contact Center Supervisor Automation Is Key to SLA Upkeep, Sytel Says
Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024
Five9 Adds Zendesk Integrations
Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024
Brightspeed Launches Brightspeed Voice+ with RingCentral
Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024
NICE Launches Next Generation of Enlighten Copilot
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
RingCentral Adds Capabilities and Integrations to RingCX
RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024
Avaya Aligns Unified Communication Portfolio and Announces New Communication and Collaboration Suite
Avaya supports on-premises, private cloud, and public cloud environments with redesigned product suites.
Posted March 26, 2024
Amelia Releases Amelia Answers with GenAI
The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024
Talkdesk Partners with Verint on WFM Product and Launches Talkdesk Ascend
Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024
NICE Launches Enlighten XM
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
AWS Adds Capabilities to Amazon Connect
Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024
SuccessKPI Integrates with Zoom Contact Center
SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024
CallMiner Adds Generative AI Capabilities
CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024
Upstream Works Introduces AgentNow
Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024
Uniphore Adds AI Capabilities to U-Analyze
Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on
DestinationCRM.com
.)
Posted March 21, 2024
ServiceNow Launches Washington, D.C., Platform Release
New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on
DestinationCRM.com
.)
Posted March 20, 2024
SuccessKPI Partners with Five9
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
A New Class of Multimodal AI Agents Can Plan, Reason And Explain
New patent underscores Openstream.ai's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.
Posted March 19, 2024
AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
Skit.ai Launches Multichannel Offerings for Debt Collections
Skit.ai's suite of generative AI-powered, self-service solutions includes voice, chat, email, and text automation.
Posted March 15, 2024
Zendesk to Acquire Ultimate
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
Talkdesk Launches Autopilot for Healthcare
Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024
iQor Partners with NICE
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
GoTo Launches Contact Center Pro
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Upstream Works Introduces Omni AI Hub
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 Unveils Talkdesk Autopilot
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
InterVision Launches ConnectIV CX
InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024
8x8 Launches 8x8 Engage
8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024
Mitto Partners with MoEngage
Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024
OneCloud Brings AI to Contact Center Solutions
OneCloud CX is an omnichannel customer experience platform powered by AI.
Posted February 16, 2024
Glia Launches Unified Interaction Management
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
8x8 Enhances XCaaS Platform
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 Partner on GenAI-powered Customer Service Automation
Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024
USAN Launches Realm for Amazon Connect
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
3CLogic Partners with Medallia for AI-Powered Analytics
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
CCaaS Market Expected to Generate $17.83 Billion by 2029
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 Intelligent CX Platform Is on Google Cloud Marketplace
Five9's cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024
Alida Announces Efrem Ainsley as New CEO
CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024
NICE Launches CXone Fall Release
Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023
Talkdesk Launches Talkdesk Education Smart Service
Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
Posted December 21, 2023
Genesys Cloud Achieves StateRAMP Authorization
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 Guided CX Now Available on Genesys AppFoundry
Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023
Cyara Joins NICE CXexchange Marketplace
Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023
AWS Adds Generative AI to Amazon Connect
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 Launches Customer Service AI Agent
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 Partner
Sprinklr and infinit.cx have teamed up to deliver AI-powered contact center and customer experience solutions.
Posted November 16, 2023
Content Guru Expands Generative AI in Brain
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
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