Infrastructure & Hardware

Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024

Content Guru's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024

8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024

the Verint Open Platform's unified data hub has been integrated with Webex Contact Center.
Posted April 03, 2024

Cisco has added artificial intelligence, quality management, and CRM integrations to its Webex Contact Center.
Posted March 26, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024

Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024

Avaya supports on-premises, private cloud, and public cloud environments with redesigned product suites.
Posted March 26, 2024

The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024

Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024

New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on DestinationCRM.com.)
Posted March 20, 2024

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

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 is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

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'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 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024

Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024

NextPlane is bringing new capabilities into Microsoft Teams, unified communications, and contact center platforms.
Posted February 21, 2024

TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on DestinationCRM.com.)
Posted January 30, 2024

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 have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

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 cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024

Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024

Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024

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 has acquired AI and bot analytics company Wysdom.
Posted January 09, 2024

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

Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023

Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023

Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023

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

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