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Infrastructure & Hardware
AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
Zendesk to Acquire Ultimate
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
Talkdesk Launches Autopilot for Healthcare
Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024
GoTo Launches Contact Center Pro
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Talkdesk Unveils Talkdesk Autopilot
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
InterVision Launches ConnectIV CX
InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024
C3 AI Introduces C3 Generative AI Standard Edition on Google Cloud Marketplace
The C3 Generative AI: Standard Edition no-code, self-service generative artificial intelligence application is now available on Google Cloud Marketplace.
Posted March 06, 2024
Mutare Partners with NICE, Bringing Voice Threat Defense to NICE CXexchange
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
8x8 Launches 8x8 Engage
8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024
Mitto Partners with MoEngage
Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024
NextPlane Launches OpenCall and OpenAxys
NextPlane is bringing new capabilities into Microsoft Teams, unified communications, and contact center platforms.
Posted February 21, 2024
TNS Launches TN Insights
TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024
Glia Launches Unified Interaction Management
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
Somos Launches RealAgent
Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on
DestinationCRM.com
.)
Posted January 30, 2024
8x8 Enhances XCaaS Platform
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 Partner on GenAI-powered Customer Service Automation
Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024
USAN Launches Realm for Amazon Connect
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
3CLogic Partners with Medallia for AI-Powered Analytics
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
CCaaS Market Expected to Generate $17.83 Billion by 2029
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 Intelligent CX Platform Is on Google Cloud Marketplace
Five9's cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024
Broadvoice Introduces AI-Driven Workflow Builder
Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024
Cognigy Now Available in Microsoft Azure Marketplace
Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024
Proactive Telecom Monitoring Is Imperative for Superior Customer Experiences
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
Calabrio Acquires Wysdom
Calabrio has acquired AI and bot analytics company Wysdom.
Posted January 09, 2024
Contact Center AI Market to Grow by 25 Percent Per Year
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
NICE Launches CXone Fall Release
Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023
Glance Guided CX Now Available on Genesys AppFoundry
Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023
Cyara Joins NICE CXexchange Marketplace
Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023
AWS Adds Generative AI to Amazon Connect
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
Intradiem Contact Center Automation Solutions Now Available on Genesys AppFoundry
Genesys Cloud CX users can now add Intradiem's ACD monitoring and WFM solutions right from the Genesys AppFoundry marketplace.
Posted November 28, 2023
Transcom Partners with Google Cloud on Generative AI Solutions for CX
Google's Vertex AI will be the backbone behind new Transcom AI capabilities for customer experience solutions.
Posted November 22, 2023
Sprinklr and infinit.cx Partner
Sprinklr and infinit.cx have teamed up to deliver AI-powered contact center and customer experience solutions.
Posted November 16, 2023
ServiceNow Expands Now Assist
Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management are the latest generative AI solutions to be embedded into the ServiceNow Platform.
Posted November 16, 2023
Content Guru Expands Generative AI in Brain
Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023
RingCentral Launches Ring CX
RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023
PCI Pal Partners with Zoom
PCI Pal has integrated its Agent Assist and Digital Payments solutions into Zoom Contact Center and Zoom Phone.
Posted November 14, 2023
TrueCaller Adds Call Recording and Transcription
Leveraging large language models, call recordings are transcribed to text, while TrueCaller also generates summaries and one-line descriptions for iOS and Android users.
Posted November 10, 2023
Five9 Launches Education-Specific Contact Center Solution
Five9 OneStudent delivers a cloud-based contact center solution for colleges and universities looking to better engage with students.
Posted November 10, 2023
TELUS International and Five9 Partner to Launch CCaaS with AI-Driven Insights
The TELUS-Five9 combined CCaaS solution provides omnichannel support, intelligent routing, and AI-driven insights
Posted November 08, 2023
Webex by Cisco Announces AI-Powered Solutions
AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being.
Posted October 26, 2023
8x8 Updates XCaaS Cloud Contact Center and Unified Communications Platform
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 Debuts CX Generative AI Capabilities at CX Live
SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on
DestinationCRM.com
.)
Posted October 25, 2023
Zoom Launches ISV Exchange Program with Verint
Zoom and Verint expand partnership to bring Verint's customer experience automation into Zoom's platform. (Featured on
DestinationCRM.com
.)
Posted October 25, 2023
Contact Center Market Expected to Increase by $161.73 Billion Through 2027
The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on
SpeechTechMag.com
.)
Posted October 24, 2023
Sinch Partners with Webex by Cisco
Sinch Calling with Webex is an integrated calling and collaboration solution with advanced messaging and meeting functionalities.
Posted October 20, 2023
Telinta Adds Encryption for its TeliGlobe Mobile Softphone
Telinta customers can now encrypt both SIP signaling and media for mobile VoIP calling with TeliGlobe.
Posted October 19, 2023
GenAI Will Benefit Customer Service—Eventually
Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on
DestinationCRM.com
.)
Posted October 17, 2023
Talkdesk Adds Generative AI
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 Launches Conversational AI-powered Voice Gateway on Genesys AppFoundry
Kore.ai integrates its platform with Genesys Cloud CX.
Posted October 11, 2023
NICE to Acquire LiveVox
NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023
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