Cross-Channel Support

The two companies are pairing to accelerate contact center digital transformations.
Posted February 19, 2020

Collaboration between Spitch and Creative Virtual is bringing a multilingual, omnichannel voicebot offering. (Featured on SpeechTechMag.com.)
Posted February 18, 2020

The use of artificial intelligence in contact centers is expected to generate nearly $3 billion by 2024, new research suggests.
Posted February 14, 2020

Evolve IP's Voice2Teams integrates Microsoft's collaboration platform with Cisco's communications platform.
Posted February 14, 2020

Contact Center specialist CCT expands offerings with speech and authentication suite from LumenVox.
Posted February 12, 2020

Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo
Posted February 05, 2020

OnviSource Intellecta offers AI-driven multichannel analytics. (Featured on SpeechTechMag.com.)
Posted February 04, 2020

Messaging and customer service bots are expected to be high priority for contact centers through 2022.
Posted January 31, 2020

Koncept Analytics expects the global outsourced customer experience market to reach $81.5 billion in 2023, growing at a compound annual rate of 3.51 percent.
Posted January 31, 2020

Akeira 2.0 is easier to set up, optimize, train, and manage.
Posted January 29, 2020

8x8 Contact Center adds payment processing and quality management.
Posted January 29, 2020

NICE incorporates sentiment data on top of predictive behavioral routing as part of CXone and Nexidia suite upgrades.
Posted January 29, 2020

Acquisition will advance ServiceNow's native AI capabilities to help work flow more smoothly across the enterprise, in all major languages.
Posted January 29, 2020

Partnership helps engage customers in real time by unifying inbound call analytics data, conversational insights, and rich customer profiles. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Altura partners with RingCentral to bring cloud communications and contact center solutions to its U.S. customers.
Posted January 28, 2020

New connectors let Teneo users bring conversational AI to more channels.
Posted January 16, 2020

Genesys has rolled out Genesys Cloud, its public cloud contact center platform.
Posted January 15, 2020

GoTo's new integrations help customers drive greater productivity and efficiency in their communication and collaboration workflows. (Featured on DestinationCRM.com.)
Posted January 14, 2020

Virtual Agent is the first of Talkdesk's aggressive 20-in-20 release program to introduce more than 20 products in 2020.
Posted January 13, 2020

IPI is adding Aculab's VoiSentry biometrics engine into its contact center product suite. (Featured on SpeechTechMag.com.)
Posted January 13, 2020

Smarsh adds secure archiving, search, and play back of voice content from virtually any recording system. (Featured on SpeechTechMag.com.)
Posted January 08, 2020

Cloud contact center and CRM providers join forces to power faster and more personalized customer experiences.
Posted January 06, 2020

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS.
Posted December 11, 2019

Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice.
Posted December 11, 2019

Its acquisition of Teckst expands LiveVox's omnichannel engagement capabilities.
Posted December 11, 2019

USAN has incorporated digital communication channels into Contact Suite, a set of pre-packaged applications for Amazon Connect.
Posted December 05, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

PCI Pal has joined Avaya's DevConnect Program, integrating its payment processing solutions into Avaya's contact center platforms. (Featured on DestinationCRM.com.)
Posted December 03, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019

Sprinklr's Fall 2019 Release features 400 new features, including Microsoft Dynamics 365, Trustpilot integrations, a mobile app, and Live Chat. (Featured on DestinationCRM.com.)
Posted November 20, 2019

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019

NICE inContact expands its footprint within the APAC region with a partnership with Austrailan company Lake
Posted November 19, 2019

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019

SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product.
Posted November 15, 2019

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
Posted November 12, 2019

Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019

Asynchronous messaging apps will help your business retain customers and preserve your agents' sanity.
Posted November 05, 2019

UJET SMS Adapter allows for the rapid deployment of smartphone capabilities and texting.
Posted November 05, 2019

The latest version of Mobile Agent offers enhanced calling features for field agents.
Posted November 05, 2019

CX isn't the same as CRM, but it requires an investment all the same.
Posted November 01, 2019

Vonage today launched a number of solutions to help companies interact with customers and retain context during and after those interactions.
Posted October 30, 2019

NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019