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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

LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace.
Posted June 02, 2022

The OneDirect acquisition strengthens Gupshup's suite of conversational tools with a unified, intelligent Agent Assist inbox.
Posted June 02, 2022

Technavio projects that the cloud contact center solutions market will expand 20 percent per year through 2026.
Posted June 01, 2022

Google provides a public cloud experience for customers to procure, deploy, and create value with Sprinklr's unified customer experience management platform. (Featured on DestinationCRM.com.)
Posted June 01, 2022

Zenarate's Concurrent Chat Simulation will help companies develop top-performing chat agents. (Featured on DestinationCRM.com.)
Posted May 24, 2022

Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on DestinationCRM.com.)
Posted May 24, 2022

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers. (Featured on DestinationCRM.com.)
Posted May 20, 2022

As hybrid work environments seem here to stay, companies can take steps to keep agents engaged as parts of the organization.
Posted May 20, 2022

TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022

SupportLogic's new SX Platform includes AI-backed insights into customer and agent activities.
Posted May 17, 2022

Coveo's new capabilities provide increased visibility into the customer journey.
Posted May 12, 2022

Oracle offers service agents a unified view of the customer with Oracle Fusion Cloud Unity CDP integration.
Posted May 11, 2022

Bright Pattern's Remote Assist lets one user take control of another user's desktop to resolve issues.
Posted May 11, 2022

Integration brings Qualtrics' speech and text analytics into SAP's Service Cloud to help organizations understand the sentiment, emotion, and effort behind every customer interaction. (Featured on DestinationCRM.com.)
Posted May 10, 2022

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers.
Posted May 03, 2022

Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022

Talkdesk's Financial Services Experience Cloud for Insurance is purpose-built to unify customer journeys across policy servicing, claims, and new business.
Posted April 27, 2022

Qualtrics Social Connect provides a A single unified inbox for customer interactions over social media, messaging apps, email, and text.
Posted April 27, 2022

Sprinklr connects its Modern Care solution with Amazon Connect.
Posted April 26, 2022

Genesys passes the first hurdle toward full FedRAMP authorization for Cloud CX.
Posted April 21, 2022

Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022

VHT solidifies new branding as Mindful to align with its philosophy for how enterprise brands should treat people.
Posted April 21, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

Uniphore's acquisition of Colabo allows it to deliver knowledge AI and automation for contact center agents.
Posted April 13, 2022

Khoros' 2022 Spring Innovation Release includes new AI for agents, expanded channels for engagement, and predictive workflows. (Featured on DestinationCRM.com.)
Posted April 12, 2022

Talkdesk CX Cloud meets Google's security and performance requirements for Chrome OS as validated CCaaS solution. (Featured on DestinationCRM.com.)
Posted April 12, 2022

8x8 and Genesys integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted April 12, 2022

The latest version of Conversation Assist includes an enhanced recommendation engine. (Featured on DestinationCRM.com.)
Posted April 11, 2022

Salesforce has added AI-powered conversation mining and new integrations to its Service Cloud platform.
Posted April 06, 2022

Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022