IVR

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

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

Uniphore's acquisition of Colabo allows it to deliver knowledge AI and automation for contact center agents.
Posted April 13, 2022

Khoros' 2022 Spring Innovation Release includes new AI for agents, expanded channels for engagement, and predictive workflows. (Featured on DestinationCRM.com.)
Posted April 12, 2022

8x8 and Genesys integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted April 12, 2022

The latest version of Conversation Assist includes an enhanced recommendation engine. (Featured on DestinationCRM.com.)
Posted April 11, 2022

Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022

Sabio integrates Twilio Flex with Google Cloud Contact Center AI (CCAI).
Posted March 30, 2022

3CLogic's cloud contact center systems have earned ISO/IEC 27001:2013 certifications for data security.
Posted March 30, 2022

Talkdesk has expanded its Talkdesk On The Go suite with mobile apps for collaboration and scheduling.
Posted March 23, 2022

NICE's CXone cloud contact center suite is now available to companies in Singapore.
Posted March 23, 2022

LinkLive now supports additional channels and features new integrations and reporting. (Featured on DestinationCRM.com.)
Posted March 22, 2022

Dialpad's conversational AI dynamically learns and applies customer intent across all modes of customer communication. (Featured on DestinatiionCRM.com.)
Posted March 22, 2022

Cresta's AI platform combines with Genesys Customer Experience Platform to further enable real-time intelligence in the contact center. (Featured on DestinationCRM.com.)
Posted March 22, 2022

Google's latest addition to Contact Center AI reimagines the customer experience through full end-to-end platform expansion.
Posted March 21, 2022

Pindrop-Bandwidth Integration provides voice authentication for contact centers moving to the cloud.
Posted March 21, 2022

Integration allows Cresta customers to connect into the Five9 customer engagement platform and Five9 customers to implement Cresta's real-time intelligence layer.
Posted March 18, 2022

Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session. (Featured on DestinationCRM.com.)
Posted March 17, 2022

8x8 Agent Workspace offers contact queuing and handling features, while Conversation IQ offers AI-driven agent coaching and performance management.
Posted March 17, 2022

Google imparts recommended status on UJET's and Dialpad's cloud contact center solutions.
Posted March 17, 2022

New features in HubSpot Service Hub help drive team efficiency and reporting. (Featured on DestinationCRM.com.)
Posted March 15, 2022

Forethought's Solve Conversational AI agent is now integrated with Zendesk's Sunshine Conversations to power omnichannel customer experiences. (Featured on DestinationCRM.com.)
Posted March 15, 2022

The latest version of NICE's CXone cloud contact center suite features expanded self-service capabilities and bot integrations.
Posted March 03, 2022