Infrastructure & Hardware

Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing.
Posted May 24, 2023

PolyAI's customer-led voice assistants are now available to help AWS clients evolve their customer self-service experiences.
Posted May 23, 2023

Mutare's Voice Traffic Filter is now available on the Five9 CX Marketplace and can be integrated with the Five9 Intelligent CX Platform.
Posted May 23, 2023

Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023

Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023

Intradiem's new patent protects its ability to capture vast quantities of data and provide enhanced controls to maintain compliance with strict data storage requirements.
Posted May 10, 2023

Dialpad will leverage Google Cloud's Vertex AI alongside its own AI to power 12 next-generation AI features.
Posted May 09, 2023

Revamped solution enhances Microsoft Teams with advanced telephony, mobile experience, SMS, fax, integrations, and faster performance.
Posted May 09, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

CallMiner advances its platform through Microsoft's Azure Cognitive Services, including early access to OpenAI.
Posted May 03, 2023

MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023

Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023

Bucher + Suter's b+s Connects integrates Salesforce Service Cloud Voice and Webex Contact Center.
Posted May 02, 2023

8x8 XCaaS feature updates include conversational AI self-service, audit history, enhanced mobile administration, and more.
Posted April 27, 2023

FMI projects 25 pecent CAGR for CPaaS solutions through 2032, fueled largely by chatbot adoption.
Posted April 26, 2023

LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023

Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023

UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023

Ada voice, co-pilot builder tools, and new generative AI capabilities bring customer experience automation across all channels.
Posted April 18, 2023

XSELL Technologies has partnered with NICE to deliver its XSELL HiPer Agent Experience on NICE's CXone.
Posted March 31, 2023

Cognigy integrates its conversational and generative AI technology with Avaya Experience Platform.
Posted March 31, 2023

Verint's new partnership with Google Cloud leverages a platform-to-platform approach to customer experience automation.
Posted March 29, 2023

Cognigy's conversational AI is now integrated with Genesys and Foundever solutions and available to their networks.
Posted March 28, 2023

Bandwidth Maestro helps companies integrate real-time voice apps across unified communications, cloud contact center, and AI platforms.
Posted March 28, 2023

Cyara's acquisition of Spearline expands its solutions for AI and cloud contact center migration assurance.
Posted March 28, 2023

Genesys GCXNow is a free trial version of the Genesys Cloud CX platform.
Posted March 28, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

Partnership brings together SpeechLogix's advanced contact center solution and CM.com's omnichannel business messaging.
Posted March 23, 2023

Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023

By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023

MarketsandMarkets expects the UCC market to nearly double in five years.
Posted March 15, 2023

PolyAI's conversational assistant is integrated with Twilio's Flex and Programmable Voice platforms. (Featured on SpeechTechMag.com.)
Posted March 14, 2023

MetTel and Talkdesk are pairing up to bring an AI-powered, unified customer experience.
Posted March 14, 2023

Earning the Google Cloud CCAI specialization sets a benchmark for future cloud contact center solution implementations.
Posted March 14, 2023

Thrio's new offering enables integration of UCaaS/PBX and CCaaS natively and via Microsoft Teams.
Posted March 08, 2023

The partnership extends Zendesk Suite's latest innovations in customer service to AWS and AWS Marketplace.
Posted February 24, 2023

Waterfield broadens its solution portfolio and value-added services for contact centers with its Dice acquisition. (Featured on DestinationCRM.com.)
Posted February 23, 2023

CommBox's Amazon Connect integration enables contact centers with voice and messaging solutions on one platform.
Posted February 22, 2023

New features in Telinta's Desktop Softphone and WebRTC include Operator Panel and Busy Lamp Field.
Posted February 16, 2023

AWS will offer RingCentral MVP (Message Video Phone) and RingCentral Contact Center solutions to its customers.
Posted February 16, 2023

Bright Pattern Contact Center integrates with Microsoft Dynamics, Teams, and Azure Cloud and is now available on the Microsoft AppSource.
Posted February 14, 2023

Zoho is adding collaboration capabilities with its Trident launch and Workplace upgrades.
Posted February 09, 2023

ConnectPath CX. built for Amazon Connect contact centers, now includes more it agent management, contact center operations, and reporting capabilities.
Posted February 09, 2023

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

The worldwide contact center-as-a-Service market is expected to expand from $4.7 billion today to $15.1 billion by 2028.
Posted January 24, 2023

Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023

Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library