Infrastructure & Hardware

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

Genesys Cloud CX users can now add Intradiem's ACD monitoring and WFM solutions right from the Genesys AppFoundry marketplace.
Posted November 28, 2023

Google's Vertex AI will be the backbone behind new Transcom AI capabilities for customer experience solutions.
Posted November 22, 2023

Sprinklr and have teamed up to deliver AI-powered contact center and customer experience solutions.
Posted November 16, 2023

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's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

PCI Pal has integrated its Agent Assist and Digital Payments solutions into Zoom Contact Center and Zoom Phone.
Posted November 14, 2023

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 OneStudent delivers a cloud-based contact center solution for colleges and universities looking to better engage with students.
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
Posted October 25, 2023

Zoom and Verint expand partnership to bring Verint's customer experience automation into Zoom's platform. (Featured on
Posted October 25, 2023

The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on
Posted October 24, 2023

Sinch Calling with Webex is an integrated calling and collaboration solution with advanced messaging and meeting functionalities.
Posted October 20, 2023

Telinta customers can now encrypt both SIP signaling and media for mobile VoIP calling with TeliGlobe.
Posted October 19, 2023

Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on
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 integrates its platform with Genesys Cloud CX.
Posted October 11, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Vonage and Flowcode are launching a customer communications tool that integrates live chat and QR code technology.
Posted September 29, 2023

Journey's identity solutions are available to users of Five9's and Webex by Cisco's contact centers.
Posted September 28, 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

Cresta's new offering brings cloud functionality and generative AI to on-premises contact centers.
Posted September 19, 2023

ULTATEL's contact center has been certified for use with Microsoft Teams.
Posted September 06, 2023

Bandwidth's partnerships with Google and Cognigy lead to AIBridge, integrating AI with contact centers using Maestro.
Posted September 06, 2023

CX Cloud from Genesys and Salesforce combines capabilities and data from Salesforce Service Cloud and Genesys Cloud CX.
Posted September 06, 2023

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on
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
Posted September 01, 2023

Verint's cloud contact center suite will be available in the Microsoft Azure Marketplace.
Posted September 01, 2023

Aculab's Prosody X Evo provides media processing and call control signaling for connectivity to both PSTN and IP networks
Posted August 30, 2023

Content Guru's storm contact center platform achieves FedRAMP's highest security certification.
Posted August 30, 2023

8x8 has launched voice conversational artificial intelligence in 8x8 Intelligent Customer Assistant, expanding its self-service capabilities.
Posted August 30, 2023

TTEC Digital Contact Center Intelligence powered by Amazon Web Services helps companies add AI to their existing contact center infrastructure.
Posted August 29, 2023

Companies are beginning to apply traditional speech analytics to their automated conversations. (Featured on
Posted August 18, 2023

The latest version of the 8x8 Phone App for Microsoft Teams provides seamless user and admin experiences and improved performance.
Posted August 17, 2023

Partnership pairs RingLogix's RingOS platform with Mondago's CTI connectors.
Posted August 17, 2023

Jenne becomes a North American reseller for LiveVox's cloud contact center technology.
Posted August 16, 2023

Mutare combines with Genesys Cloud CX to help contact centers rid their voice channel of wasteful unwanted calls.
Posted August 15, 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

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

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