IVR

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024

Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024

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

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

With the right strategy, impossible can become inviting when it comes to IVR interactions.
Posted March 19, 2024

Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024

Assort Health's new generative AI solution is designed to reduce wait times for medical office's call centers.
Posted March 14, 2024

Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

Mutare's Voice Traffic Filter is now available on the NICE CXexchange marketplace, giving NICE customers a tool that rids their voice channel of unwanted calls.
Posted March 05, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Posted February 05, 2024

Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on DestinationCRM.com.)
Posted January 30, 2024

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 have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

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 cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024

Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024

Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024

Before deploying speech systems, it is imperative to understand and benchmark speech quality and address issues to ensure they operate effectively and ultimately deliver a superior customer experience.
Posted January 16, 2024

CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024

TechSci Research is expecting the worldwide contact center artificial intelligence market to grow by 24.5 percent per year through 2028. (Featured on DestinationCRM.com.)
Posted January 09, 2024

Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023

Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
Posted December 21, 2023

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's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023

Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023

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

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library