AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
Calabrio's GovSuite cloud contact center solution is a workforce performance suite for optimized government customer service.
Posted March 06, 2024
Playvox's full suite of Workforce Management solutions are now available on the Five9 CX Marketplace.
Posted February 27, 2024
Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on DestinationCRM.com.)
Posted February 23, 2024
Advanced genAI solutions from Authenticx give healthcare organizations a platform to analyze findings hidden in customer conversations. (Featured on SpeechTechMag.com.)
Posted February 20, 2024
New alliance adds Playvox's workforce engagement management solutions to Intelisys' portfolio.
Posted February 14, 2024
Zenarate enhanced Call Analyzer with Call Insights to surface customer call trends and drive proactive agent training
Posted February 09, 2024
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
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
USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024
Zendewsk's Klaus acquisition brings additional quality management capabilities.
Posted January 08, 2024
Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023
Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
Posted December 21, 2023
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
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
Partnership combines CommunityWFM's contact center workforce management software with the Newbridge product suite.
Posted November 30, 2023
Cyara's acquisition of QBox delivers advanced conversational AI testing capabilities for improved chatbot accuracy and performance
Posted November 29, 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
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
Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on SpeechTechMag.com.)
Posted November 14, 2023
Independent audits salute CommunityWFM's internal controls and processes
Posted November 09, 2023
Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
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
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
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
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
Kore.ai integrates its platform with Genesys Cloud CX.
Posted October 11, 2023
Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023
Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 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
Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023
Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)
Posted September 01, 2023