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AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
Sprinklr and Tech Mahindra Expand Partnership
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 to Acquire Ultimate
Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024
Talkdesk Launches Autopilot for Healthcare
Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024
iQor Partners with NICE
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
GoTo Launches Contact Center Pro
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Upstream Works Introduces Omni AI Hub
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 Unveils Talkdesk Autopilot
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
InterVision Launches ConnectIV CX
InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024
Mutare Partners with NICE, Bringing Voice Threat Defense to NICE CXexchange
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 Partners with Local Measure
TELUS International and Local Measure pair up to elevate genAI-fueled CX with Engage Platform integration.
Posted March 04, 2024
Alorica Introduces ReVoLT for Real-Time Voice Translation
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 Partners with Five9
Playvox's full suite of Workforce Management solutions are now available on the Five9 CX Marketplace.
Posted February 27, 2024
ServiceNow Expands Partnership with NVIDIA to Offer Telco-Specific GenAI
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
CCW Eyes AI's Transformation of Contact Center Workforce Dynamics
AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on
DestinationCRM.com
.)
Posted February 27, 2024
Four Predictions for the Contact Center of the Future
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
TNS Launches TN Insights
TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024
Playvox Partners with Intelisys
New alliance adds Playvox's workforce engagement management solutions to Intelisys' portfolio.
Posted February 14, 2024
Healthcare CX: How to Go from Ailing to A-Class
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 Acquires Deepdesk
Anywhere365 adds an intelligent AI assistant through its acquisition of Deepdesk.
Posted February 13, 2024
Medallia Adds AI to Experience Cloud
Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024
Glia Launches Unified Interaction Management
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
ScreenMeet Launches AI Assist
ScreenMeet's AI Assist is a generative AI assistant for remote support agents. (Featured on
DestinationCRM.com
.)
Posted February 05, 2024
Gartner Identifies Three Top Priorities for Customer Service
Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Posted February 05, 2024
Somos Launches RealAgent
Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on
DestinationCRM.com
.)
Posted January 30, 2024
8x8 Enhances XCaaS Platform
New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024
Yellow.ai and Infobip Partner on GenAI-powered Customer Service Automation
Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024
USAN Launches Realm for Amazon Connect
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
3CLogic Partners with Medallia for AI-Powered Analytics
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
CCaaS Market Expected to Generate $17.83 Billion by 2029
Researchers from Azoth Analytics expect the cloud contact center market to grow by nearly 20 percent per year over the next five years.
Posted January 18, 2024
Five9's Intelligent CX Platform Is on Google Cloud Marketplace
Five9's cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024
Cognigy Now Available in Microsoft Azure Marketplace
Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024
Alida Announces Efrem Ainsley as New CEO
CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024
Zendesk to Acquire Klaus
Zendewsk's Klaus acquisition brings additional quality management capabilities.
Posted January 08, 2024
HGS Launches Agent X
HGS Agent X helps contact center agents with AI to turn conversations into data and extract insights.
Posted December 21, 2023
Moneypenny and VoiceNation Release Contact Center Solution
Moneypenny's and VoiceNation's contact center solution helps prevent recruitment and staffing challenges.
Posted December 21, 2023
NICE Launches CXone Fall Release
Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023
Talkdesk Launches Talkdesk Education Smart Service
Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
Posted December 21, 2023
Genesys Cloud Achieves StateRAMP Authorization
With its StateRAMP authorization, U.S. state and federal agencies can access the latest Genesys cloud and AI technologies to improve the customer experience.
Posted December 21, 2023
Keyword Studios Adds AI to Helpshift
With Helpshift's new AI capabilities, agents can respond more effectively to customer frustration, especially in multilingual scenarios. (Featured on
DestinationCRM.com
.)
Posted December 12, 2023
CommBox Launches Era AI
CommBox's Era AI provides customer service automation and delivers contextual responses to customers and agents. (Featured on
DestinationCRM.com
.)
Posted December 06, 2023
Glance Guided CX Now Available on Genesys AppFoundry
Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023
Rethinking the Value Proposition of the Contact Center
Five key changes to reframe the value equation of the contact center
Posted December 01, 2023
Cyara Joins NICE CXexchange Marketplace
Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023
AWS Adds Generative AI to Amazon Connect
Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.
Posted November 28, 2023
Transcom Partners with Google Cloud on Generative AI Solutions for CX
Google's Vertex AI will be the backbone behind new Transcom AI capabilities for customer experience solutions.
Posted November 22, 2023
Salesforce Launches Service Intelligence
Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023
Transcom and SiloGen Launch Specialized CX LLM
The specialized LLM aid in the development of augmented agent assistance tools, conversational AI, voice and chatbots, and conversational analytics.
Posted November 15, 2023
Content Guru Expands Generative AI in Brain
Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023
RingCentral Launches Ring CX
RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023
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