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PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023

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 content composition and interaction summary features to its customer service platform.
Posted January 31, 2023

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

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

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's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

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

Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023

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 rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on SpeechTechMag.com.)
Posted December 27, 2022

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 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 enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on DestinationCRM.com.)
Posted December 13, 2022

NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022

Radish Systems has made its ChoiceView Visual IVR and ChoiceView Visual Agent available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted December 08, 2022

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 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

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

AI can re-humanize contact center agents to connect with human consumers in ways computer algorithms never could.
Posted November 21, 2022

Playvox's Capacity Planner offers more contact center staffing needs forecasting.
Posted November 21, 2022

The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022

CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022

Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022

Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022

Simplr EngageNow offers chatbot technology and real human customer support in one integrated, AI-enabled platform.
Posted November 09, 2022

ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on DestinationCRM.com.)
Posted November 08, 2022

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

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's new call flow features in Ooma Office business phone service include Call Queue Agent Log In/Log Out.
Posted November 02, 2022

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 has made its Softdial Cloud contact center-as-a-service offering available to companies in Europe, Asia, and the Pacific.
Posted November 02, 2022

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 Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022

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'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 with ChromeOS Desk brings all the apps and tools agents need for each interaction into one location.
Posted October 21, 2022

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

The LeapXpert Communications Platform now covers both messaging and voice communications.
Posted October 19, 2022

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'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's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

The promise of chatbots remains unfulfilled because most of them still don't work.
Posted October 17, 2022

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 AI contact center advancements with no-code digital channels and AI virtual agents to Australia and New Zealand.
Posted October 17, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

Agora's new Chat SDK lets developers integrate real-time in-app chat capabilities into applications.
Posted October 12, 2022

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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