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