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The contact center WFM market is transforming to address the needs of the digital generation
Posted April 01, 2021

Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models.
Posted March 31, 2021

The combined power of Simplr's and Gladly's customer service platforms helps companies provide in-the-moment, personalized customer care.
Posted March 31, 2021

Version 15 of the LiveVox platform includes improvements to agent experience, increased automation, and enhanced omnichannel communications.
Posted March 26, 2021

Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests. (Featured on DestinationCRM.com.)
Posted March 19, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

Cresta for Voice uses artificial intelligence to improve voice-based customer conversations.
Posted March 16, 2021

Bright Pattern Mobile Agent Desktop connects remote contact center agents and employees outside the contact center.
Posted March 16, 2021

8x8 Contact Center for Microsoft Teams allows organizations to integrate customer engagement and telephony capabilities with Microsoft Teams.
Posted March 15, 2021

The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021

Haptik launches deep integrations with Zendesk across its Support, Chat, and Sunshine products.
Posted March 09, 2021

3Fiftynine's integration with Twilio Flex helps contact center agents deal with email interactions. (Featured on DestinationCRM.com.)
Posted March 01, 2021

LivePerson AI Annotator lets agents optimize bots and upskill into AI roles.
Posted February 24, 2021

The partnership provides secure phone payments directly through Bluefin's PayConex gateway.
Posted February 24, 2021

Access Softek's Agent Advisor surfaces responses to customer chat inquiries.
Posted February 24, 2021

Kustomer is offering a curated set of integrated apps to improve agent productivity.
Posted February 23, 2021

Mindsay's chatbots are now integrated with Genesys Cloud.
Posted February 23, 2021

VHT will integrate with and offer Amazon Connect with its Mindful platform.
Posted February 18, 2021

Bright Pattern's Omnichannel Communication Interaction Platform enables digital transformation, AI-powered automation, and remote service desk capabilities.
Posted February 18, 2021

Sytel's customers can now benefit from access to multisession, multichannel contact center functionality embedded within Salesforce.
Posted February 17, 2021

Bright Pattern has integrated its contact center solutions with Microsoft Teams, Dynamics, and Azure.
Posted February 16, 2021

SupportLogic Agent SX is an artificial intelligence-powered platform to improve agent performance and team collaboration.
Posted February 10, 2021

Quiq Translate lets companies provide multilingual customer support. (Featured on DestinationCRM.com.)
Posted February 09, 2021

Ada's conversational chatbot technology integrates with Salesforce Live Agent. (Featured on DestinationCRM.com.)
Posted February 09, 2021

3CLogic's Zoom integration extends its communication platform. (Featured on DestinationCRM.com.)
Posted February 09, 2021

Invoca's Winter '21 release includes new visual dashboards, Conversation Review, and integration with Five9. (Featured on DestinationCRM.com.)
Posted February 09, 2021

Voice technology is one of the pillars that will advance insurance companies amid the pandemic and beyond.
Posted February 08, 2021

Uniphore U-Trust and U-Assist Assurance heighten contact center security for work-at-home agents.
Posted January 28, 2021

Avaya's AI Virtual Agent Enhanced with Google Cloud DialogFlow CX, blends automated and assisted service to contact center interactions.
Posted January 27, 2021

EY leverages ASAPP's artificial intelligence to automate customer service and increase agent performance. (Featured on DestinationCRM.com.)
Posted January 25, 2021

Avaya's latest U.S. patent covers technology in its OneCloud CCaasS portfolio.
Posted January 22, 2021

Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
Posted January 12, 2021

Fraud isn't going anywhere, so here are a few steps contact centers must take to prepare for the changing fraud landscape of 2021.
Posted January 04, 2021

When looking to bring on a workforce management system, find a partner who will help you build your business over the long run.
Posted December 22, 2020

Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on DestinationCRM.com.)
Posted December 15, 2020

Uniphore's partnership with Tech Mahindra brings optimized contact center operations for the work-from-home era.
Posted December 09, 2020

Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting.
Posted December 09, 2020

WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020

Artificial intelligence can provide contact centers with staffing forecasts amid a sea of uncertainty.
Posted December 07, 2020

Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 2020

The Medallia and Five9 integration provides real-time and post-call customer feedback and actions.
Posted December 02, 2020

Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020

Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution. (Featured on DestinationCRM.com.)
Posted October 28, 2020

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020

But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020

Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020

Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020

The deal blends Segment's customer data platform with Twilio's customer communications platform. (Featured on DestinationCRM.com.)
Posted October 13, 2020

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
Posted October 09, 2020

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