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

LivePerson strengthens CRM integration capabilities with Webex Calling support.
Posted August 30, 2022

Yosh.AI can now offer and deploy UJET and Google Cloud contact center solutions.
Posted August 25, 2022

Lenders Cooperative has launched the Small Business Contact Center that will help lenders better support small business borrowers in their communities. (Featured on SmartCustomerService.com.)
Posted August 19, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with end-to-end WebRTC testing capabilities from Hammer.
Posted August 19, 2022

NICE has earned top-tier Microsoft Azure co-sell status with NICE CXone now available natively on Microsoft's Azure cloud platform.
Posted August 17, 2022

Cresta adds Insights and Chatbot products and updates to Director and Agent Assist in the latest release of its Real-Time Intelligence Platform. (Featured on DestinationCRM.com.)
Posted August 02, 2022

MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year.
Posted July 28, 2022

Cyara's latest Botium update includes chatbot and conversational AI testing features.
Posted July 19, 2022

Microsoft's Digital Contact Center Platform combines technologies from its Dynamics CRM 365, Teams, Power Virtual Agents, Azure, and Nuance Communications lines.
Posted July 19, 2022

NICE CXone innovations in the latest release include enhanced customer journey orchestration. (Featured on DestinationCRM.com.)
Posted July 07, 2022

An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on SmartCustomerService.com.)
Posted June 27, 2022

AWS has launched Amazon Connect Cases, Amazon Connect outbound campaigns, and Amazon Lex Automated Chatbot Designer as part of its Amazon Connect contact center suite.
Posted June 20, 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on DestinationCRM.com.)
Posted June 14, 2022

Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022

Upstream Works' latest updates provide contact center agents with AI-powered guidance and automation.
Posted June 02, 2022

Technavio projects that the cloud contact center solutions market will expand 20 percent per year through 2026.
Posted June 01, 2022

ConneXio Cloud is a suite of contact center and CRM software and services.
Posted June 01, 2022

Tata's DIGO is designed to transform customer engagement with intelligent Human to Everything (H2X) interactions across all customer experience (CX) platforms.
Posted May 20, 2022

Integration brings Qualtrics' speech and text analytics into SAP's Service Cloud to help organizations understand the sentiment, emotion, and effort behind every customer interaction. (Featured on DestinationCRM.com.)
Posted May 10, 2022

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers.
Posted May 03, 2022

Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022

Sprinklr connects its Modern Care solution with Amazon Connect.
Posted April 26, 2022

Genesys passes the first hurdle toward full FedRAMP authorization for Cloud CX.
Posted April 21, 2022

Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022

VHT solidifies new branding as Mindful to align with its philosophy for how enterprise brands should treat people.
Posted April 21, 2022