Infrastructure & Hardware

Parlance now lets patient access managers update greetings, outage broadcasts, and FAQ answers instantly; and on warm transfer, contact center agents get verified patients with an AI-generated call summary.
Posted August 04, 2026

PCI Pal partnership brings secure and compliant payment experiences to NiCE customers globally across any business communications channel.
Posted July 31, 2026

Verifying delegated authority (who sent this agent, what it is permitted to do, and where its mandate ends) is the next frontier of intelligent authentication.
Posted July 31, 2026

8x8's new platform capabilities include conversational intelligence, AI agent deployment, enterprise-wide expert routing, and a workforce management update.
Posted July 30, 2026

Integration embeds Broadvoice's contact center platform inside Dynamics 365, giving agents calls, outcomes, and customer records in one workspace.
Posted July 29, 2026

New agreement enables NiCE to resell RingCentral's RingEX; companies also extend agreement to market and sell RingCentral Contact Center, powered by NiCE CXone.
Posted July 24, 2026

DevRev Voice AI for Computer shares organizational memory across agents.
Posted July 23, 2026

Observe.AI and AWS work together to accelerate adoption of AI Agents for CX.
Posted July 23, 2026

Expanded relationship between Genesys and AWS advances agentic orchestration, scales global availability, and strengthens go-to-market collaboration.
Posted July 23, 2026

transcosmos has added AI agent capabilities in converting its CX platform into trans-DX Plus for Support. (Featured on DestinationCRM.com.)
Posted July 21, 2026

8x8 Small Business is a self-serve, consumption-based communications offering for small and mid-sized businesses. (Featured on DestinationCRM.com.)
Posted July 20, 2026

New solutions from PWC US and OpenAI combine advanced AI with industry expertise to deliver personalized, efficient, and scalable customer experiences. (Featured on DestinationCRM.com.)
Posted July 17, 2026

Aqurio helps organizations in complex industries operate more efficiently and scale faster by combining Agentic AI with compliance-first vertical integrations.
Posted July 15, 2026

New no-code and pro-code capabilities enable users to build Fusion Agentic Applications backed by specialized agent teams, Fusion business objects, workflows, approvals, governance, and auditability.
Posted July 15, 2026

Through its Early Access Program, Eltropy gives fintech builders and credit unions and community banks a path from idea to deployed agent.
Posted July 08, 2026

Microsoft customers worldwide can now discover and deploy Tendfor Contact Centre and Reception Solution for Microsoft Teams through Microsoft Marketplace. (Featured on DestinationCRM.com.)
Posted July 07, 2026

Alvaria launches an integrated outbound compliance solution for Zoom Contact Center.
Posted July 02, 2026

Pinkfish acquisition expands Genesys Cloud AI with advanced agentic workflow automation and enterprise execution capabilities. (Featured on DestinationCRM.com.)
Posted June 30, 2026

8x8 AI Routing connects customers to the best expert across channels and the entire organization.
Posted June 24, 2026

New capability adds trusted identity verification to the start of customer interactions.
Posted June 24, 2026

Five9 Voice AI Agents provide human-like conversations, real-time responsiveness, enterprise-grade governance, and seamless AI + Human collaboration.
Posted June 24, 2026

Alorica is making Crescendo's CX platform available to its customers. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Talkdesk Agent Builder enables teams to create, test, and validate AI agents before deployment. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Partnership enables companies to scale automation while meeting industry compliance standards. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Medallia to transfer ownership to a group led by Blackstone, Apollo, and FSK and reposition itself. (Featured on DestinationCRM.com.)
Posted June 18, 2026

Alvaria and Parloa are teaming up for compliant, high-performance AI agents for CX.
Posted June 18, 2026

TELUS Digital and Cresta have partnered to deliver AI agents and augment human agents.
Posted June 16, 2026

As AI's capabilities grow, the impact on the contact center will be even more transformational, conference speakers conclude. (Featured on DestinationCRM.com.)
Posted June 11, 2026

NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)
Posted June 10, 2026

During NEXUS pre-conference talks delivered as part of NiCE World 2026, speakers pointed to serious gains from AI. (Featured on DestinationCRM.com.)
Posted June 09, 2026

Integrated cloud PBX and contact center platform extends AI, analytics, and operational intelligence across the organization.
Posted June 09, 2026

Zendesk Support Assistant integrates Microsoft Agent 365 to support employees through AI-powered workflows inside Microsoft Teams, Outlook, Word, and more.
Posted June 03, 2026

Broadvoice GoEngage and AI Analyst bring voice AI and conversational insights to GoContact.
Posted June 03, 2026

Vonage's strategic partnerships with Avaamo and Syndeo enable companies to deploy industry-specific AI agents for self-service and agent intelligence.
Posted June 03, 2026

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.
Posted June 01, 2026

Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence join Afiniti Pairing in one platform to help contact centers manage support issues and protect customer lifetime value.
Posted May 28, 2026

Partnership combines Avaya Infinity with avatarin's AI, robotics, and real-time interaction technologies for customer interactions.
Posted May 27, 2026

Partnership brings the Hyro specialized, healthcare-native AI agents to the Five9 Intelligent Cloud Contact Center.
Posted May 26, 2026

GoTo Connect CX Complete unifies the full customer experience, while LogMeIn updates include agentic AI, real-time insights, deeper integrations, and enhanced security.
Posted May 20, 2026

Zendesk's new Agent Builder, omnichannel AI agents, Copilots, and outcome-based pricing round out the updated offerings.
Posted May 20, 2026

Brainfish Live Agent Handoff for Zendesk is a structural fix for the dead-end AI handoff problem.
Posted May 20, 2026

Ribbon's cloud-native technology comes to Salesforce's Agentforce Contact Center in the Public Cloud.
Posted May 14, 2026

Agent Steward on the Delight.ai platform is backed by new Trust OS 2.0 and Voice 2.0 capabilities that enable AI systems to autonomously self-correct and engage customers proactively.
Posted May 07, 2026

GoTo Grasshopper's new features include AI call transcripts and summaries, voicemail and sentiment insights, and AI receptionist capabilities.
Posted May 07, 2026

Aircall acquires Vogent to advance its AI Voice Agent built natively into business phones. (Featured on SpeechTechMag.com.)
Posted May 07, 2026

Twilio's new platform capabilities orchestrate context-rich conversations with persistent memory across multiple channels for humans and AI agents
Posted May 06, 2026

SoundHound's OASYS helps businesses create conversational AI agents that will build and continually improve themselves across digital or physical channels.
Posted May 05, 2026

8x8 Platform for CX now includes capabilities for artificial intelligence agent development, analytics, mobile authentication, and managing front-line teams.
Posted May 05, 2026

With HubSpot integration, CallRail Voice Assist uses CRM data to recognize callers instantly for personalized conversations. (Featured on DestinationCRM.com.)
Posted April 30, 2026

WestCX Orchestrate connects conversations, campaigns, AI, and governed intelligence in one orchestration layer. (Featured on DestinationCRM.com.)
Posted April 29, 2026

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