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Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024

New alliance combines TTEC's RealSkill curriculum development and learning methodology with Bright's AI-enhanced, immersive learning technology to improve contact center agent performance.
Posted April 24, 2024

Content Guru's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024

Kore.ai's XO Platform V11.0 offers expanded AI automation.
Posted April 17, 2024

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024

Intercom's Fin AI Copilot is an AI assistant for customer service agents.
Posted April 10, 2024

Intento Translator for Salesforce ServiceCloud automatically translates content across customer service chat interactions in real time for both the agent and customer. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Salesforce's Unified Conversations for WhatsApp transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Wolken Gen AI is a suite of products for B2B customer service.
Posted March 28, 2024

Inbenta adds Voice, Autoplay, and Download to its Digital Instructor tool.
Posted March 26, 2024

Cisco has added artificial intelligence, quality management, and CRM integrations to its Webex Contact Center.
Posted March 26, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024

Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024

Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024

In 2024, organizations must adopt sustained, dynamic, and proactive engagement throughout the customer lifecycle.
Posted March 22, 2024

Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on DestinationCRM.com.)
Posted March 21, 2024

New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on DestinationCRM.com.)
Posted March 20, 2024

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

Verint TimeFlex Bot leverages AI for contact center agent scheduling.
Posted March 19, 2024

With the right strategy, impossible can become inviting when it comes to IVR interactions.
Posted March 19, 2024

AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024

Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024

Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Upstream Works' Omni AI Hub expedites AI for on-premise, cloud, and hybrid contact centers and powers virtual customer self-service and agent assistance.
Posted March 07, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

Mutare's Voice Traffic Filter is now available on the NICE CXexchange marketplace, giving NICE customers a tool that rids their voice channel of unwanted calls.
Posted March 05, 2024

TELUS International and Local Measure pair up to elevate genAI-fueled CX with Engage Platform integration.
Posted March 04, 2024

Alorica ReVoLT provides real-time voice translation for 75 languages and 200 dialects to enable multilingual customer experiences. (Featured on SpeechTechMag.com.)
Posted February 29, 2024

Playvox's full suite of Workforce Management solutions are now available on the Five9 CX Marketplace.
Posted February 27, 2024

Now Assist for Telecommunications Service Management leverages NVIDIA AI to help boost agent productivity, speed time to resolution, and enhance time to value. (Featured on DestinationCRM.com.)
Posted February 27, 2024

AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on DestinationCRM.com.)
Posted February 27, 2024

Thanks to the advancements of generative artificial intelligence, the call center and its agents will rapidly evolve in the years ahead.
Posted February 26, 2024

TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024

New alliance adds Playvox's workforce engagement management solutions to Intelisys' portfolio.
Posted February 14, 2024

Prioritizing digital channels, unifying and orchestrating conversations, knowledge, and AI, and working with a proven solution provider will elevate healthcare CX.
Posted February 13, 2024

Anywhere365 adds an intelligent AI assistant through its acquisition of Deepdesk.
Posted February 13, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

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