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

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

TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing. (Featured on DestinationCRM.com.)
Posted November 10, 2023

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

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 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

Talkdesk has layered generative AI across its entire contact center platform to improve outcomes and identify potential biases and hallucinations.
Posted October 16, 2023

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

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

Odigo's new connector brings together its CCaaS platform and RingCentral's MVP UCaaS platform.
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

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

ULTATEL's contact center has been certified for use with Microsoft Teams.
Posted September 06, 2023

Verified Market Research is expecting the worldwide market for conversational AI technologies to grow at a CAGR of 21 percent through 2027. (Featured on SpeechTechMag.com.)
Posted September 05, 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

Jenne becomes a North American reseller for LiveVox's cloud contact center technology.
Posted August 16, 2023

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

Talkdesk's CX Cloud solution is on its way toward FedRAMP authorization for use by government agencies.
Posted August 08, 2023

Five9's acquisition of Aceyus will help streamline the migration of customers from on-premises to cloud and leverage contextual data for personalized experiences.
Posted August 08, 2023

Gryphon.ai's Gryph compliance and collections solution is now available with NICE's CXone platform
Posted August 02, 2023

Integration brings together UJET's and Google Cloud's Contact Center AI (CCAI) Platform with ServiceNow's enterprise service management platform.
Posted August 02, 2023

PCI Pal's Agent Assist, Digital Payments, and IVR Payments achieved the Amazon Web Services (AWS) Service Ready designation for Amazon Connect.
Posted August 01, 2023

AudioCodes' Voca CIC enables any Microsoft Teams user to act as an agent through a one-screen, AI-first contact center.
Posted July 31, 2023

ASAPP's GenerativeAgent seeks to automate the majority of contact center interactions.
Posted July 26, 2023

Tata acquires Kaleyra, fueling its expansion into the customer interactions platform market.
Posted July 06, 2023

FedRAMP authorization enables government agencies to use Genesys Cloud CX.
Posted July 06, 2023

Salesforce's Service GPT and Sales GPT leverage generative AI for call summaries, coaching, and content generation. (Featured on DestinationCRM.com.)
Posted July 03, 2023

Partnership integrates Illuma Shield with the Glia Interaction Platform. (Featured on SpeechTechMag.com.)
Posted June 28, 2023

Twilio and Frame AI partnership brings artificial intelligence capabilities to Twilio Flex.
Posted June 28, 2023

Hammer Google Dialogflow Transformer lets DevOps teams test thousands of natural language AI-driven self-service journeys.
Posted June 28, 2023

NICE's CXone cloud contact center platform is found to be in alignment with the European Union's security, data protection, and compliance requirements.
Posted June 27, 2023

Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference.
Posted June 21, 2023

Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023

Cyara's acquisition of CentraCX brings insights from customer feedback to its CX transformation solutions.
Posted June 20, 2023

Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities. (Featured on DestinationCRM.com.)
Posted June 13, 2023

Twilio's expanded Google Cloud partnership sets the stage for joint generative AI innovation.
Posted June 08, 2023

NICE's Enlighten Copilot, Autopilot, and Actions combine generative AI with data from its CXone contact center platform. (Featured on DestinationCRM.com.)
Posted June 06, 2023

Yellow.ai combines with Genesys' marketplace of solutions with its Dynamic Automation Platform (DAP).
Posted June 06, 2023

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