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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's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023

Five key changes to reframe the value equation of the contact center
Posted December 01, 2023

Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023

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

Google's Vertex AI will be the backbone behind new Transcom AI capabilities for customer experience solutions.
Posted November 22, 2023

Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023

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's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

Valuates expects the worldwide market for live chat software to grow by 8.8 percent per year through 2030.
Posted November 14, 2023

Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on SpeechTechMag.com.)
Posted November 14, 2023

Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
Posted November 08, 2023

The TELUS-Five9 combined CCaaS solution provides omnichannel support, intelligent routing, and AI-driven insights
Posted November 08, 2023

CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023

Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023

Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on DestinationCRM.com.)
Posted November 07, 2023

LivePerson's Conversational Intelligence Suite includes AI-powered Analytics Studio, Generative Insights, and Report Center. (Featured on DestinationCRM.com.)
Posted November 02, 2023

Atento has turned to Microsoft Azure OpenAI Service to act as a pilot for customer service agents.
Posted November 01, 2023

Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on DestinationCRM.com.)
Posted November 01, 2023

AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being.
Posted October 26, 2023

8x8 XCAAS platform enhancements include AI-powered voice conversational self-service capabilities, video customer engagement, deeper Microsoft Teams integrations, and new meeting capabilities.
Posted October 26, 2023

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Zoom and Verint expand partnership to bring Verint's customer experience automation into Zoom's platform. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Dialpad's Custom Ai Playbooks provide users with real-time guidance on customer service and sales calls. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on DestinationCRM.com.)
Posted October 17, 2023

Radish ChoiceView Lite for Amazon Connect adds visually enhanced AI interactions to phone calls.
Posted October 17, 2023

With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on DestinationCRM.com.)
Posted October 17, 2023

Talkdesk has layered generative AI across its entire contact center platform to improve outcomes and identify potential biases and hallucinations.
Posted October 16, 2023

Partnership will combine Qualtrics AI with insights from experience data and automated workflows within WorkJam.
Posted October 12, 2023

Intradiem and Thrive are delivering 60-second Resets to reduce stress and boost productivity.
Posted October 12, 2023

Kore.ai integrates its platform with Genesys Cloud CX.
Posted October 11, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Zendesk launches generative AI offerings and capabilities to further secure data and ensure privacy.
Posted October 04, 2023

Vonage and Flowcode are launching a customer communications tool that integrates live chat and QR code technology.
Posted September 29, 2023

Journey's identity solutions are available to users of Five9's and Webex by Cisco's contact centers.
Posted September 28, 2023

Odigo's new connector brings together its CCaaS platform and RingCentral's MVP UCaaS platform.
Posted September 28, 2023

eGain's AssistGPT is a solution to automate knowledge for customer engagement. (Featured on DestinationCRM.com.)
Posted September 27, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Zoom's Workforce Engagement Management Suite includes Zoom Workforce Management and Zoom Quality Management.
Posted September 25, 2023

Real-time guidance applications are essential for contact centers as they empower agents with the right customer information and best practices.
Posted September 22, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.
Posted September 20, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.
Posted September 19, 2023

Vonage's Conversations for Salesforce adds two-way messaging to Salesforce.
Posted September 14, 2023

New PagerDuty Operations Cloud capabilities bridge the gap between customer service and technical teams.
Posted September 13, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Content Guru has added to its storm cloud customer experience solution with Google Business Messages. (Featured on DestinationCRM.com.)
Posted September 07, 2023

Verint's cloud contact center suite will be available in the Microsoft Azure Marketplace.
Posted September 01, 2023