Infrastructure & Hardware

Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018

The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

Contact center operations have evolved tremendously over the past decade. Does a move to the cloud make sense for your business?
Posted November 27, 2018

The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018

RingCentral also launched a unified mobile app and new integrations to expand its communications and collaboration platforms.
Posted November 14, 2018

SmartAction is compatible with key Avaya contact center solutions.
Posted November 12, 2018

New inbound and outbound capabilities round out the enhancements to DialerAI
Posted November 12, 2018

The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018

CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018

Aspect enlists the help of telecom technology services distributor Telarus.
Posted October 24, 2018

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Posted October 17, 2018

Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018

VoiceFoundry, a consulting services provider for Amazon Connect, has achieved APN Advanced Consulting Partner Status.
Posted October 10, 2018

Ozonetel's Freshdesk integration brings caller details to agents prior to picking up the call.
Posted October 09, 2018

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

Verint has joined the Microsoft One Commercial Partner Program and is extending its recording solution for Microsoft Skype for Business and Microsoft Teams.
Posted September 26, 2018

Salesforce and Amazon Web Services have expand their strategic alliance to deepen integrations between Salesforce Service Cloud and Amazon Connect.
Posted September 25, 2018

AudioCodes has worked with Microsoft on a voice quality monitoring solution and connectivity across the One Voice for Microsoft 365 portfolio.
Posted September 25, 2018

The cloud communications platform will enable PingPilot to provide enhanced, global customer experience functions.
Posted September 25, 2018

The integration between TetraVX and Five9 brings together contact center and unified communications platforms.
Posted September 24, 2018

The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.
Posted September 20, 2018

Neustar's Outbound Dialing Solution enhances CRM records, prevents outbound calls from being blocked or mislabeled as spam, and optimizes calling strategies.
Posted September 19, 2018

Business unified communications provider net2phone has acquired the Canadian VoIP provider.
Posted September 18, 2018

The Asteria acquisition allows Phonesuite to add a full-service ACD to its VoiceWare platform.
Posted September 13, 2018

BT brings RingCentral's cloud communications solution to medium and large enterprises.
Posted September 13, 2018

Nexmo Connect is a collaborative ecosystem of partners around the enterprise communications platform.
Posted September 12, 2018

8x8's pairing with PlanetOne aims to drive mid-market and enterprise adoption of cloud communications solutions with 8x8 X Series.
Posted September 11, 2018

Companies using VirtualPBX's Dash platform now get free call recording and conferencing.
Posted September 06, 2018

Automation Anywhere's Digital Workforce Platform supports Amazon Web Services, Google Cloud, IBM Cloud, and Microsoft Azure.
Posted September 05, 2018

AT&T and RingCentral are extending their relationship to provide cloud communications and collaboration solutions.
Posted September 05, 2018

A report from Acute Market Reports predicts big growth for customer communication management, especially in managed services. (Featured on DestinationCRM.com.)
Posted September 05, 2018

[24]7.ai and KPMG align to bring intent-driven customer engagement solutions to large enterprises.
Posted August 29, 2018

Added functionality lets Salesforce users transition between voice and other communication channels in Service Cloud.
Posted August 28, 2018

AI is not going to take over the world, but it will improve worker productivity in the next few years.
Posted August 24, 2018

Avtex and Adapt are positioned to deepen services in the customer experience arena. (Featured on DestinationCRM.com.)
Posted August 21, 2018

The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018

The deal brings speech analytics to the AVDS contact center communications platform.
Posted August 17, 2018

Q-Suite's new Service Management Panel lets cloud contact centers benefit from allocation of services on multiple servers.
Posted August 08, 2018

The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

QGate's latest version of intelli-CTi for Microsoft Dynamics 365 offers compatibility with Dynamics 365, Version 9, and Unified Service Desk, Version 3.3. (Featured on DestinationCRM.com.)
Posted August 03, 2018

The Cisco ecosystem has added workforce optimization provider ZOOM International to its contact center portfolio.
Posted August 02, 2018

With the acquisition of YipTel, Broadvoice expands into the contact center space.
Posted August 01, 2018

GenVoicehas launched a true cloud-based business phone system
Posted August 01, 2018

The partnership between Five9 and Fuze combines contact center and unified communications functionality. (Featured on DestinationCRM.com.)
Posted July 27, 2018

USAN's solution lets users connect Google's Dialogflow Enterprise Edition to existing corporate telephony networks leveraging Google Cloud Platform and Kubernetes.
Posted July 25, 2018

Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018

EvolveIP is acquiring the cloud-based unified communications provider to expand its presence in the Midwest.
Posted July 23, 2018