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PagerDuty for Customer Service in ServiceNow CSM Now Available
PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023
Observe.AI Launches Real-Time AI for Contact Centers
Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023
Intercom Adds GPT-3.5-Enabled Features
Intercom adds GPT-3.5-enabled content composition and interaction summary features to its customer service platform.
Posted January 31, 2023
NICE Deepens Partnership with Cognizant
NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023
Glia Upgrades Call Center Platform
Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023
TTEC Introduces InteractionSync for Amazon Connect
TTEC Digital's InteractionSync for Amazon Connect provides contact center agents a unified view of Amazon Connect voice interactions within Microsoft Dynamics 365.
Posted January 24, 2023
TCN Adds Workforce Engagement Suite to TCN Operator
TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023
Verint Adds Appointment Scheduling with Qudini Acquisition
Verint gains an appointment scheduling app for con tact centers, stores, and branches with its Qudini deal. (Featured on
DestinationCRM.com
.)
Posted January 13, 2023
Broadvoice Launches GoContact Cloud Contact Center in North America
Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023
Genesys Expands Partnership with AWS
Genesys and AWS plan to expand joint development and go-to-market strategies to help mutual clients accelerate digital transformations and cloud customer experience strategies.
Posted January 10, 2023
InteractiveTel Becomes TotalCX
InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023
Seasalt Partners with Twilio on SeaX Contact Center Bundle
SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on
SpeechTechMag.com
.)
Posted December 27, 2022
Aisera Integrates with Zendesk's Sunshine Platform
Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
Ada Partners with OpenAI
Ada will use the large language models behind OpenAI's ChatGPT to increase automated resolutions for customers. (Featured on
DestinationCRM.com
.)
Posted December 20, 2022
LivePerson Adds AI Search, On-Demand Recommendations, Small Talk NLU, and Repeat Intent Rate Measurement
LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on
DestinationCRM.com
.)
Posted December 13, 2022
NICE Launches Enlighten AutoSummary
NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022
Radish's ChoiceView Products Are Now Available in AWS Marketplace
Radish Systems has made its ChoiceView Visual IVR and ChoiceView Visual Agent available in AWS Marketplace. (Featured on
DestinationCRM.com
.)
Posted December 08, 2022
The Future of the Contact Center Is Streamlined Data Collection
Most of us have had at least one experience with a call center that didn't quite meet our expectations. But it doesn't have to be that way.
Posted December 06, 2022
Five9 Updates Its Cloud Contact Center Platform
Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022
AWS Adds Even More AI to Amazon Connect Contact Center Suite
Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022
Frontier Airlines Eliminates Its Call Center
The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Posted November 29, 2022
The Rise of Contact Center Agents as AI Champions
AI can re-humanize contact center agents to connect with human consumers in ways computer algorithms never could.
Posted November 21, 2022
Playvox Expands Workforce Management Capacity Planner
Playvox's Capacity Planner offers more contact center staffing needs forecasting.
Posted November 21, 2022
Eleveo Integrates Its Workforce Optimization Suite With Zoom Contact Center
The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022
CommunityWFM and Zoom Partner
CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022
Verint Integrates with Zoom
Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022
Observe.AI Partners with Zoom
Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022
Simplr Introduces the EngageNow Suite
Simplr EngageNow offers chatbot technology and real human customer support in one integrated, AI-enabled platform.
Posted November 09, 2022
ServiceNow and Zoom Expand Partnership
ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on
DestinationCRM.com
.)
Posted November 08, 2022
Contact Center Headsets Market to See Robust Growth
Technavio sees increasing focus on voice quality and noise cancellation as key factors influencing the growth of the contact center headsets market.
Posted November 08, 2022
LinkLive and Kasisto Partner for AI-Assisted Customer Experiences for Financial Institutions
Two customer engagement platforms combine their AI capabilities to deliver differentiated customer and agent experiences for banks and credit unions. (Featured on
DestinationCRM.com
.)
Posted November 02, 2022
Ooma Adds Advanced Call Flow Capabilities to Ooma Office
Ooma's new call flow features in Ooma Office business phone service include Call Queue Agent Log In/Log Out.
Posted November 02, 2022
NovelVox Builds HubSpot CTI Connectors for Cisco and Avaya Contact Centers
NovelVox's HubSpot CTI Connectors offer smart CTI controls and supervisor features for contact centers running on Avaya and Cisco platforms.
Posted November 02, 2022
Sytel Expands Softdial Cloud into Europe and APAC
Sytel has made its Softdial Cloud contact center-as-a-service offering available to companies in Europe, Asia, and the Pacific.
Posted November 02, 2022
CallMiner and Boost.ai Partner
CX platform providers Boost.ai and CallMiner join to improve insights from live and virtual agent interactions. (Featured on
DestinationCRM.com
.)
Posted October 31, 2022
Salesforce Launches Contact Center
Salesforce Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022
NICE Launches FluenCX
NICE's FluenCX is a complete suite of digital CX solutions harnessing data and AI to deliver intent-driven self-service.
Posted October 24, 2022
NICE Introduces Enlighten Journey Orchestration
NICE's Enlighten Journey Orchestration uses Enlighten AI to orchestrate consumer interactions for digital and voice engagements across agent and agentless journeys at massive scale.
Posted October 21, 2022
Edify Integrates ChromeOS Desk Connector for Contact Centers
Edify with ChromeOS Desk brings all the apps and tools agents need for each interaction into one location.
Posted October 21, 2022
Uniphore Launches Updated X Platform
The latest updates to Uniphore's portfolio bring greater use of AI for sales and customer experience. (Featured on
DestinationCRM.com
.)
Posted October 20, 2022
LeapXpert Expands to Voice Calls
The LeapXpert Communications Platform now covers both messaging and voice communications.
Posted October 19, 2022
Pega Expands AI Capabilities in Infinity 8.8
Pega Infinity 8.8 includes enhancements to Pega Platform, Pega Customer Decision Hub, and Pega Customer Service. (Featured on
DestinationCRM.com
.)
Posted October 19, 2022
Cogito Launches Personalized Coaching for Agents
Cogito's Personalized Coaching module automates the creation of personalized growth plans, streamlines coaching preparation for team leaders, and provides continuous feedback to agents. (Featured on
DestinationCRM.com
.)
Posted October 19, 2022
Sprinklr CXM Platform Earns FedRAMP Certification
Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on
DestinationCRM.com
.)
Posted October 18, 2022
Why Chatbots Are Not the Future of Customer Service
The promise of chatbots remains unfulfilled because most of them still don't work.
Posted October 17, 2022
Contact Center Software to Be a $48 Billion Market by 2029, FMI Says
FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.
Posted October 17, 2022
Dialpad Brings Its AI Contact Center to Oceania
Dialpad brings AI contact center advancements with no-code digital channels and AI virtual agents to Australia and New Zealand.
Posted October 17, 2022
3CLogic Integrates with SAP Service Cloud
3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on
DestinationCRM.com
.)
Posted October 13, 2022
Agora Introduces Agora Chat SDK
Agora's new Chat SDK lets developers integrate real-time in-app chat capabilities into applications.
Posted October 12, 2022
Faye Launches Zendesk Integration with Zoom
With Faye's new integration, Zendesk Support users can schedule Zoom meetings and manage post-interaction results from within Zendesk. (Featured on
DestinationCRM.com
.)
Posted October 07, 2022
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