Genesys Cloud AI Experience simplifies how organizations deliver and improve customer journeys with personalization, automation, and prediction.
Posted September 28, 2022
Dialpad Ai Agent Assist and Ai QA Scorecards provide real-time insights to agents and contact center leaders.
Posted September 27, 2022
With visual support tech and augmented reality tools, businesses can provide a human connection, resolve issues faster, and reach more customers.
Posted September 26, 2022
Five9's integration with Salesforce Service Cloud Voice lets service teams leverage telephony innovations from Five9.
Posted September 21, 2022
Playvox AutoQA applies artificial intelligence to contact center quality assurance efforts.
Posted September 19, 2022
Zendesk Intelligent Triage and Smart Assist offer AI-powered customer sentiment and intent functionality. (Featured on DestinationCRM.com.)
Posted September 14, 2022
Salesforce updates to Service Cloud in Customer 360 bring automation and intelligence to contact centers.
Posted September 14, 2022
Gig CX can help companies cut costs, retain employees, and increase customer satisfaction, all of which are crucial during times of economic uncertainty.
Posted September 13, 2022
CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022
eGain users can now plug the Watson Assistant into the eGain platform without coding.
Posted September 07, 2022
Bright Pattern Mobile allows remote and mobile employees, subject matter experts, and contact center agents to directly connect with customers on voice or digital channels. (Featured on DestinationCRM.com.)
Posted September 06, 2022
To improve customer service/support, more cross-team collaboration is needed.
Posted September 06, 2022
SuccessKPI earns expanded security compliance to protect data and privacy requirements for contact centers worldwide.
Posted August 31, 2022
LivePerson strengthens CRM integration capabilities with Webex Calling support.
Posted August 30, 2022
To meet today's customer expectations, businesses must adapt voice of customer (VoC) methodologies, embracing technology and improving the customer experience.
Posted August 30, 2022
Yosh.AI can now offer and deploy UJET and Google Cloud contact center solutions.
Posted August 25, 2022
Customers want to connect with companies the same way they message with friends and family, pushing organizations to integrate private and social messaging into their customer service channel mix.
Posted August 22, 2022
3CLogic's latest ServiceNow integration extends live agent and self-service voice and SMS workflows to the healthcare industry.
Posted August 17, 2022
NICE has earned top-tier Microsoft Azure co-sell status with NICE CXone now available natively on Microsoft's Azure cloud platform.
Posted August 17, 2022
Partnership between Glia and Veritran brings digital customer support options to financial firms. (Featured on DestinationCRM.com.)
Posted August 16, 2022
Authenticx's Quality Monitoring turns qualitative data into quantitative insights to expose areas of improvement for agent performance.
Posted August 16, 2022
Cresta adds Insights and Chatbot products and updates to Director and Agent Assist in the latest release of its Real-Time Intelligence Platform. (Featured on DestinationCRM.com.)
Posted August 02, 2022
MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year.
Posted July 28, 2022
Microsoft's Digital Contact Center Platform combines technologies from its Dynamics CRM 365, Teams, Power Virtual Agents, Azure, and Nuance Communications lines.
Posted July 19, 2022
The Unbabel integration with Zendesk will enable customer service agents to instantly translate any conversation across messaging channels. (Featured on DestinationCRM.com.)
Posted July 19, 2022
Salesforce users can now amplify top-performing contact center agent outcomes at scale. (Featured on DestinationCRM.com.)
Posted July 19, 2022
Laivly's AI suggests workflows for agents and its automation can perform those tasks. (Featured on DestinationCRM.com.)
Posted July 18, 2022
Turnover in the contact center is a fact of life, but there are ways to minimize it.
Posted July 08, 2022
NICE CXone innovations in the latest release include enhanced customer journey orchestration. (Featured on DestinationCRM.com.)
Posted July 07, 2022
Glia's ChannelLess SMS and Outbound Calling makes texts and phone calls part of the seamless digital experience. (Featured on DestinationCRM.com.)
Posted June 30, 2022
An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on SmartCustomerService.com.)
Posted June 27, 2022
Partnership brings Textel's business texting platform to NICE's international CXone customers.
Posted June 24, 2022
Alorica has turned to Sanas to deliver real-time accent translation capabilities and remove dialect-based friction from customer contacts.
Posted June 24, 2022
NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022
Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022
Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022
24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022
New and expanded features include call and screen recording, video playback, after-work automation, and quality forms to complement automated scoring.
Posted June 21, 2022
Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022
Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022
Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022
Uniphore's U-Assist In-Call and U-Assist Aftercall are now available as premium applications on Genesys' AppFoundry.
Posted June 21, 2022
Airkit introduces a conversational visual builder and agent automation tools in the latest version of its DXP software.
Posted June 21, 2022
AWS has launched Amazon Connect Cases, Amazon Connect outbound campaigns, and Amazon Lex Automated Chatbot Designer as part of its Amazon Connect contact center suite.
Posted June 20, 2022
Sitel and Majorel together would create one company with 240,000 employees worldwide.
Posted June 20, 2022
Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on DestinationCRM.com.)
Posted June 14, 2022
ASAPP's AutoCompose offers agents suggested responses for digital customer messaging requests.
Posted June 10, 2022
Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022
Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022
Upstream Works' latest updates provide contact center agents with AI-powered guidance and automation.
Posted June 02, 2022