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Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on DestinationCRM.com and in CRM magazine's June 2023 issue.)
Posted June 02, 2023

Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023

Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations. (Featured on DestinationCRM.com.)
Posted May 25, 2023

Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023

TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023

Zenvia's new chatbot now comes with ChatGPT to help contact center agents find answers.
Posted May 16, 2023

Zendesk's AI was trained using 18 billion tickets and trillions of data points.
Posted May 10, 2023

ASAPP AutoAssist can provide real-time suggestions for contact center agents.
Posted May 09, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on DestinationCRM.com.)
Posted May 04, 2023

MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023

TTEC's WFM Adapter for Microsoft Dynamics 365 Customer Service adds workforce management capabilities to Microsoft's digital contact center platform.
Posted May 02, 2023

Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023

Bucher + Suter's b+s Connects integrates Salesforce Service Cloud Voice and Webex Contact Center.
Posted May 02, 2023

Bright Pattern's Omni-Enterprise CX allows any employee (even people outside the contact center) to connect to customers on any channel.
Posted May 02, 2023

AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023

Yellow.ai's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023

LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023

Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023

IntelePeer SmartAgent will leverage generative AI alongside its analytics and conversational AI solutions.
Posted April 20, 2023

UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023

Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on DestinationCRM.com.)
Posted April 18, 2023

Large language models are disrupting CX. Here's where the tech is at and where it can best be applied to get the most out of your CX.
Posted April 18, 2023

Voice is still preferred by consumers despite the rise of digital support channels, says Info-Tech Research Group. (Featured on DestinationCRM.com.)
Posted April 18, 2023

AI is greatly expanding what contact center quality management solutions can do.
Posted April 14, 2023

Tethr couples real-time insights and in-the-moment agent assistance with research-backed post-call analytics.
Posted April 11, 2023

Aircall can now provide call and voicemail transcripts for sales and support teams. (Featured on SpeechTechMag.com.)
Posted April 06, 2023

Khoros's integration with Trustpilot helps companies manage reviews alongside everyday social care
Posted April 06, 2023

Polaris Market Research expects the global customer experience management market to reach $48.56 billion by 2032, up from a current value of $13.8 billion.
Posted April 03, 2023

New capabilities in CXone's Spring 2023 release provide real-time interaction guidance and low-code smart self-service options.
Posted April 03, 2023

TCN and Prodigal have teamed uo to support contact center agents with cloud and AI technologies.
Posted March 30, 2023

Verint's new partnership with Google Cloud leverages a platform-to-platform approach to customer experience automation.
Posted March 29, 2023

Five9 Agent Assist 2.0 includes AI Summary powered by OpenAI.
Posted March 29, 2023

Cognigy's conversational AI is now integrated with Genesys and Foundever solutions and available to their networks.
Posted March 28, 2023

Cyara's acquisition of Spearline expands its solutions for AI and cloud contact center migration assurance.
Posted March 28, 2023

Genesys GCXNow is a free trial version of the Genesys Cloud CX platform.
Posted March 28, 2023

Five9's new integration helps agents handle interactions across channels.
Posted March 27, 2023

NICE Enlighten Actions combines NICE's own Enlighten AI with OpenAI's ChatGPT for generative AI.
Posted March 27, 2023

Expanded partnership enables Five9 to resell Invoca PreSense, delivering a joint solution that provides contact center agents a pre-call picture of customers' digital activity.
Posted March 23, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

Partnership brings together SpeechLogix's advanced contact center solution and CM.com's omnichannel business messaging.
Posted March 23, 2023

Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023

By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023

LV19 empowers contact center professionals to drive collaboration and productivity.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023

Call Link enables video-based customer support calls through a simple URL. (Featured on DestinationCRM.com.)
Posted March 16, 2023

MetTel and Talkdesk are pairing up to bring an AI-powered, unified customer experience.
Posted March 14, 2023

Earning the Google Cloud CCAI specialization sets a benchmark for future cloud contact center solution implementations.
Posted March 14, 2023

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