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Zendesk to Be Acquired by Investor Group
An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on
SmartCustomerService.com
.)
Posted June 27, 2022
Textel Expands Partnership with NICE
Partnership brings Textel's business texting platform to NICE's international CXone customers.
Posted June 24, 2022
Alorica Partners with Sanas to Alter Contact Center Agents' Accents
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 Launches RPA 7.7
NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022
Pathlight Adds Quality Assurance and Workforce Management
Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022
Cogito Adds Product Capabilities and Integrations
Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022
[24]7.ai Enters CCaaS Market with Engagement Cloud
24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022
CallMiner Introduces Combined Workforce Intelligence Capabilities
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 Introduces Modern Care Lite
Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022
Qualtrics Launches Quality Management
Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022
Deloitte Digital Launches TrueServe
Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022
Uniphore Solutions Listed on Genesys AppFoundry
Uniphore's U-Assist In-Call and U-Assist Aftercall are now available as premium applications on Genesys' AppFoundry.
Posted June 21, 2022
Airkit Updates Its Digital Experience Platform
Airkit introduces a conversational visual builder and agent automation tools in the latest version of its DXP software.
Posted June 21, 2022
AWS Adds Outbound, Case Management, and Bot Designer Capabilities into Connect
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 to Acquire Majorel
Sitel and Majorel together would create one company with 240,000 employees worldwide.
Posted June 20, 2022
Verint Introduces Solutions to Address Engagement Capacity Gap at Engage 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 Launches AutoCompose for Agent Messaging
ASAPP's AutoCompose offers agents suggested responses for digital customer messaging requests.
Posted June 10, 2022
Going Digital Still Requires Empathy, Genesys Xperience Speakers Stress
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 Launches Retail Experience Cloud
Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022
Upstream Works Adds Cisco Integrations
Upstream Works' latest updates provide contact center agents with AI-powered guidance and automation.
Posted June 02, 2022
LiveVox Launches on Salesforce AppExchange
LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace.
Posted June 02, 2022
Gupshup Acquires OneDirect
The OneDirect acquisition strengthens Gupshup's suite of conversational tools with a unified, intelligent Agent Assist inbox.
Posted June 02, 2022
Cloud Contact Center Market to Increase by $27 Billion
Technavio projects that the cloud contact center solutions market will expand 20 percent per year through 2026.
Posted June 01, 2022
Sprinklr Is Now Available in the Google Cloud Marketplace
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 Launches Concurrent Chat Simulation
Zenarate's Concurrent Chat Simulation will help companies develop top-performing chat agents. (Featured on
DestinationCRM.com
.)
Posted May 24, 2022
Observe.AI Launches Auto QA
Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on
DestinationCRM.com
.)
Posted May 24, 2022
Meta Touts Messaging as the Future of Business at Conversations Event
Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers. (Featured on
DestinationCRM.com
.)
Posted May 20, 2022
5 Steps to Increase Agent Retention Now
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 Launches on Zendesk Marketplace
TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022
SupportLogic Launches SX Platform and Applications
SupportLogic's new SX Platform includes AI-backed insights into customer and agent activities.
Posted May 17, 2022
Coveo Adds Customer Service Features
Coveo's new capabilities provide increased visibility into the customer journey.
Posted May 12, 2022
Oracle Brings Its Unity Customer Data Platform (CDP) into Oracle Service
Oracle offers service agents a unified view of the customer with Oracle Fusion Cloud Unity CDP integration.
Posted May 11, 2022
Bright Pattern Launches Remote Assist
Bright Pattern's Remote Assist lets one user take control of another user's desktop to resolve issues.
Posted May 11, 2022
Qualtrics Integrates XM Discover with SAP Service Cloud
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
Contact Center-as-a-Service Market to be Worth $17.12 Billion by 2030
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
ASC Offers Compliance Recording for RingCentral
Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022
Talkdesk Introduces Talkdesk Financial Services Experience Cloud for Insurance
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 Launches Social Connect
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 Integrates with Amazon Connect
Sprinklr connects its Modern Care solution with Amazon Connect.
Posted April 26, 2022
Genesys Achieves FedRAMP In Process Designation
Genesys passes the first hurdle toward full FedRAMP authorization for Cloud CX.
Posted April 21, 2022
Five9 Partners with Deloitte Canada
Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022
VHT Changes Its Name to Mindful
VHT solidifies new branding as Mindful to align with its philosophy for how enterprise brands should treat people.
Posted April 21, 2022
NICE Partners with Deutsche Telekom
NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on
DestinationCRM.com
.)
Posted April 13, 2022
Uniphore Acquires Colabo
Uniphore's acquisition of Colabo allows it to deliver knowledge AI and automation for contact center agents.
Posted April 13, 2022
Khoros Launches Spring 2022 Innovation Release
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 Named to Google Chrome Enterprise Recommended Program
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 Partner
8x8 and Genesys integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on
DestinationCRM.com
.)
Posted April 12, 2022
LivePerson Upgrades Conversation Assist
The latest version of Conversation Assist includes an enhanced recommendation engine. (Featured on
DestinationCRM.com
.)
Posted April 11, 2022
Salesforce Adds AI to Service Cloud
Salesforce has added AI-powered conversation mining and new integrations to its Service Cloud platform.
Posted April 06, 2022
Hexaware Partners with Genesys
Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022
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