IVR

PCI Pal Agent Assist and IVR Payments achieve Cisco-compatible certification to provide integrated solutions that protect sensitive cardholder data in contact centers.
Posted January 22, 2020

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice.
Posted December 11, 2019

Five9's and Zoom's jointly developed solution allows seamless call routing between Zoom Phone and the Five9 Intelligent Cloud Contact Center.
Posted December 11, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication. (Featured on DestinationCRM.com.)
Posted December 03, 2019

Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019

SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product.
Posted November 15, 2019

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
Posted November 12, 2019

UJET SMS Adapter allows for the rapid deployment of smartphone capabilities and texting.
Posted November 05, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Through this partnership Unimonica can offer Zappix's Visual IVR, robotic process automation, and artificial intelligence to its clients.
Posted October 03, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019

Semafone Cardprotect Voice+ now offers a secure voice capture component for payment transactions.
Posted September 30, 2019

Companies using Cisco's on-premises unified communications and contact center offerings can now upgrade their IVRs to cloud-based intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted September 17, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

Cyara's Accelerator, available on the Genesys AppFoundry, gives businesses another path to transition to PureCloud.
Posted September 10, 2019

ChoiceView transforms ordinary phone calls into voice with visual calls on Amazon Web Services.
Posted September 10, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

Cisco's acquisition of CloudCherry will allow it to expand into cloud data analytics for contact centers.
Posted August 26, 2019

The integration of Ytel's CPaaS offering gives users more control over the voice output of their interactive voice response systems.
Posted August 23, 2019

Zappix has leveraged its self-service automation technology to launch a solution for the financial services industry.
Posted August 16, 2019

The latest version of Conversica's AI platform offers a Conversation Editor, user profiles for setting user access controls, an expanded conversation library, and visualizations of conversation flows.
Posted August 12, 2019

Intermedia's acquisition of Telax brings together cloud-based unified communications and contact center solutions.
Posted August 12, 2019

RingCentral's agreement with Fujitsu adds its cloud communications and contact center solutions to Fujitsu's Digital Workplace.
Posted August 07, 2019

Voximplant's Smartcalls upgrades include Google Dialogflow and SIP integrations.
Posted August 06, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Aspect Unified IP Infinity commits additional support and long-term benefits to users of Aspect's contact center platform.
Posted July 30, 2019

Virtual customers are coming; Customer service and support leaders must understand the challenges associated with them.
Posted July 26, 2019

Bright Pattern partners with Zappix to deliver on-demand customer service and omnichannel contact center capabilities. (Featured on DestinationCRM.com.)
Posted July 23, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

Cyara Accelerator for Amazon Connect takes users through five steps for migrating their contact centers to the cloud-based Amazon Connect platform.
Posted June 26, 2019

NovelVox's Cisco Finesse Mobile Agent 2.0 offers an enhanced user interface and advanced integrations.
Posted June 26, 2019

8x8 Contact Center is a complete stand-alone cloud-based customer support solution.
Posted June 25, 2019

AnsweriQ's Robo Assist allows single-click automation for customer service teams.
Posted June 25, 2019

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments. (Featured on DestinationCRM.com.)
Posted June 12, 2019

Cyara Accelerator helps companies move their contact centers to the cloud.
Posted June 11, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

Serenova strengthens its channel program through a partnership with Telarus
Posted June 06, 2019

Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships. (Featured on DestinationCRM.com.)
Posted June 05, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

AWS Service Delivery Program recognizes partners with customer experience and a deep understanding of specific AWS services.
Posted May 16, 2019

8x8 is now offering its contact center solutions as a monthly service.
Posted May 15, 2019