Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations. (Featured on DestinationCRM.com.)
Posted May 25, 2023

Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023

Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023

LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023

Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023

Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on DestinationCRM.com.)
Posted April 18, 2023

Polaris Market Research expects the global customer experience management market to reach $48.56 billion by 2032, up from a current value of $13.8 billion.
Posted April 03, 2023

New capabilities in CXone's Spring 2023 release provide real-time interaction guidance and low-code smart self-service options.
Posted April 03, 2023

Cognigy's conversational AI is now integrated with Genesys and Foundever solutions and available to their networks.
Posted March 28, 2023

Cyara's acquisition of Spearline expands its solutions for AI and cloud contact center migration assurance.
Posted March 28, 2023

Genesys GCXNow is a free trial version of the Genesys Cloud CX platform.
Posted March 28, 2023

Expanded partnership enables Five9 to resell Invoca PreSense, delivering a joint solution that provides contact center agents a pre-call picture of customers' digital activity.
Posted March 23, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023

By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023

Research Dive expects the global conversational artificial intelligence market to grow at a compound annual rate of 24.5 percent for the next eight years. (Featured on SpechTechMag.com.)
Posted March 14, 2023

MetTel and Talkdesk are pairing up to bring an AI-powered, unified customer experience.
Posted March 14, 2023

Microsoft launched Dynamics 365 Copilot and next-generation AI features for Power Virtual Agents and AI Builder, enabled by Azure OpenAI Service. (Featured on DestinationCRM.com.)
Posted March 06, 2023

The partnership extends Zendesk Suite's latest innovations in customer service to AWS and AWS Marketplace.
Posted February 24, 2023

ID R&D's approach captures multiple biometrics, including voice, in the background during chatbot communications. )Featured on SpeechTechMag.com.)
Posted February 03, 2023

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023

Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Genesys and AWS plan to expand joint development and go-to-market strategies to help mutual clients accelerate digital transformations and cloud customer experience strategies.
Posted January 10, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on SpeechTechMag.com.)
Posted December 27, 2022

Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on DestinationCRM.com.)
Posted December 20, 2022

LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on DestinationCRM.com.)
Posted December 13, 2022

Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022

Radish Systems has made its ChoiceView Visual IVR and ChoiceView Visual Agent available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted December 08, 2022

Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

Cognigy recognized for expertise in developing chatbot, virtual assistant, and IVR solutions.
Posted December 01, 2022

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

Pega Infinity 8.8 includes enhancements to Pega Platform, Pega Customer Decision Hub, and Pega Customer Service. (Featured on DestinationCRM.com.)
Posted October 19, 2022

Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.
Posted October 17, 2022

Dialpad brings AI contact center advancements with no-code digital channels and AI virtual agents to Australia and New Zealand.
Posted October 17, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

At its Invoca Summit today, Invoca unveiled contact center and marketing innovations to optimize spending by both business functions. (Featured on DestinationCRM.com.)
Posted October 04, 2022

Transaction Services strengthens its TRX Platform and expands payment acceptance options with solutions from Key IVR. (Featured on DestinationCRM.com.)
Posted September 29, 2022

Voice and cloud contact center solutions provider 3CLogic is extending ServiceNow native AI-tool and designer to deliver voice self-service workflows and experiences.
Posted September 28, 2022

Enghouse's acquisition of VoicePort provides customer self-service solutions for media companies.
Posted September 07, 2022

CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022

Bright Pattern Mobile allows remote and mobile employees, subject matter experts, and contact center agents to directly connect with customers on voice or digital channels. (Featured on DestinationCRM.com.)
Posted September 06, 2022