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The Struggle to Raise First-Contact Resolutions
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 Integrates with Jabra Engage AI
Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023
Qualtrics Launches Front-Line Care Solutions
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
UJET Integrates with Microsoft Teams
Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023
TDCX Expands into Brazil
TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023
Zenvia Launches Chatbot with ChatGPT
Zenvia's new chatbot now comes with ChatGPT to help contact center agents find answers.
Posted May 16, 2023
Zendesk Introduces Zendesk AI at Its Relate Event
Zendesk's AI was trained using 18 billion tickets and trillions of data points.
Posted May 10, 2023
ASAPP Launches AutoAssist
ASAPP AutoAssist can provide real-time suggestions for contact center agents.
Posted May 09, 2023
New Realities Drive Contact Center Transformation
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
BT and Five9 Expand Partnership
Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023
Ringover Adds Conversational AI to Sales and Support Platform
Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on
DestinationCRM.com
.)
Posted May 04, 2023
Reinvent Telecom Introduces MyCloud Contact Center Platform
MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023
TTEC Digital Introduces WFM Adapter for Microsoft Dynamics 365 Customer Service
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 Partners with Cresta, Five9, and LivePerson
Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023
Bucher + Suter Announces Webex Contact Center Support for Service Cloud Voice with b+s Connects
Bucher + Suter's b+s Connects integrates Salesforce Service Cloud Voice and Webex Contact Center.
Posted May 02, 2023
Bright Pattern Launches Omni-Enterprise CX
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 Adds to Contact Lens
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 Adds Generative AI to Dynamic Automation Platform (DAP)
Yellow.ai's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023
LivePerson Upgrades Conversational Cloud with Generative AI
LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023
Cognigy's Conversational AI Platform Now Available in AWS Marketplace
Cognigy has made its Cognigy.AI platform available to Amazon Web Services customers.
Posted April 25, 2023
IntelePeer Integrates ChatGPT into SmartAgent
IntelePeer SmartAgent will leverage generative AI alongside its analytics and conversational AI solutions.
Posted April 20, 2023
UJET, Google Cloud, and Alvaria Partner
UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023
Dialpad to Add Generative AI to Its Ai-Powered Customer Intelligence Platform
Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on
DestinationCRM.com
.)
Posted April 18, 2023
Three Ways LLMs Will Revolutionize Customer Support
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
Customers Still Prefer Voice Support
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
A New Vision for Quality Management
AI is greatly expanding what contact center quality management solutions can do.
Posted April 14, 2023
Tethr Launches Tethr Live for Real-Time Agent Assist
Tethr couples real-time insights and in-the-moment agent assistance with research-backed post-call analytics.
Posted April 11, 2023
Aircall Launches Transcription Feature
Aircall can now provide call and voicemail transcripts for sales and support teams. (Featured on
SpeechTechMag.com
.)
Posted April 06, 2023
Khoros Integrates Trustpilot to Khoros Care
Khoros's integration with Trustpilot helps companies manage reviews alongside everyday social care
Posted April 06, 2023
Customer Experience Management Market to Top $48 Billion by 2032
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
NICE Adds AI in Spring 2023 Release of CXone
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 Partner
TCN and Prodigal have teamed uo to support contact center agents with cloud and AI technologies.
Posted March 30, 2023
Verint Expands Partnership with Google Cloud
Verint's new partnership with Google Cloud leverages a platform-to-platform approach to customer experience automation.
Posted March 29, 2023
Five9 Launches Agent Assist 2.0
Five9 Agent Assist 2.0 includes AI Summary powered by OpenAI.
Posted March 29, 2023
Cognigy Partners with Foundever and Genesys
Cognigy's conversational AI is now integrated with Genesys and Foundever solutions and available to their networks.
Posted March 28, 2023
Cyara Acquires Spearline
Cyara's acquisition of Spearline expands its solutions for AI and cloud contact center migration assurance.
Posted March 28, 2023
Genesys Launches GCXNow, a Free Trial for SMBs
Genesys GCXNow is a free trial version of the Genesys Cloud CX platform.
Posted March 28, 2023
Five9 Supports Microsoft Dynamics 365 Channel Integration Framework 2.0
Five9's new integration helps agents handle interactions across channels.
Posted March 27, 2023
NICE Announces Enlighten Actions
NICE Enlighten Actions combines NICE's own Enlighten AI with OpenAI's ChatGPT for generative AI.
Posted March 27, 2023
Five9 Expands Partnership with Invoca
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
Verint Partners with Eventus
Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023
CM.com Partners with SpeechLogix
Partnership brings together SpeechLogix's advanced contact center solution and CM.com's omnichannel business messaging.
Posted March 23, 2023
Sprinklr Launches Winter Release of CCaaS Solution
Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023
3CLogic CTI and Contact Center Solution Now Available on SAP Store
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
LiveVox Launches LV19 Contact Center Platform Release
LV19 empowers contact center professionals to drive collaboration and productivity.
Posted March 22, 2023
Contact Center Software Market to Be Worth $93.7 Billion by 2027
MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023
Verint and Carahsoft Partner to Bring Citizen Engagement Solutions to Government
Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on
DestinationCRM.com
.)
Posted March 17, 2023
Infobip Launches Call Link for Live Video Support
Call Link enables video-based customer support calls through a simple URL. (Featured on
DestinationCRM.com
.)
Posted March 16, 2023
MetTel Partners with Talkdesk
MetTel and Talkdesk are pairing up to bring an AI-powered, unified customer experience.
Posted March 14, 2023
Quantiphi Earns Google Cloud CCAI Specialization
Earning the Google Cloud CCAI specialization sets a benchmark for future cloud contact center solution implementations.
Posted March 14, 2023
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Best
Practices
Deliver More Human Interactions: Pairing Customer Feedback Strategies With Messaging
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A Clear Path to Smarter CX Begins with AI-Driven Analytics
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Webinars
How Master Data Management Can Deliver a Customer 360 Solution
Why You Can't Reach Your Customers
Contact Center Workforce Strategies in a Remote World
Humans and their Chatbots: AI-Assisted Answers for Everyone
Personalization: The Key to CX Excellence
Speech Analytics: The Core Contact Center Technology
Agent Experience: Enhancing CX From the Inside Out
Customer Journey Management: A Key Focus for Stronger Brands
Omnichannel Customer Experience: Table Stakes in 2023
Reimagining Customer Experience: Structure Follows Strategy
Hot Topics in Customer Analytics: Insight and Action
2023 Contact Center Success Stories and Case Studies: Implementations that Delivered Value
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Content
Library
Pain Point Prioritization: Turning Financial Services Data Into Decision-Making
How to Make Every Survey a Top Customer Experience
CX in the new era of intelligent self-service
Four pivotal pillars necessary to excel in digital experience management
Elevating the Employee Experience During an Economic Downturn
Recession Ahead: How Contact Centers Can Do More With Less
4 Tips for Creating an Exceptional Self-Service Experience
Elevating the Value of Customer Service Through a Data-Driven Approach
More Content Library