Managerial and Training

Zendesk Intelligent Triage and Smart Assist offer AI-powered customer sentiment and intent functionality. (Featured on DestinationCRM.com.)
Posted September 14, 2022

Gig CX can help companies cut costs, retain employees, and increase customer satisfaction, all of which are crucial during times of economic uncertainty.
Posted September 13, 2022

Performance Analytics and Reporting upgrades provide more insdight to contact center managers using TCN Operator.
Posted September 13, 2022

CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022

LivePerson strengthens CRM integration capabilities with Webex Calling support.
Posted August 30, 2022

To meet today's customer expectations, businesses must adapt voice of customer (VoC) methodologies, embracing technology and improving the customer experience.
Posted August 30, 2022

NICE has earned top-tier Microsoft Azure co-sell status with NICE CXone now available natively on Microsoft's Azure cloud platform.
Posted August 17, 2022

Authenticx's Quality Monitoring turns qualitative data into quantitative insights to expose areas of improvement for agent performance.
Posted August 16, 2022

Cloud phone systems provider brings data into CRM and professional services automation platforms. (Featured on DestinationCRM.com.)
Posted August 15, 2022

Cresta adds Insights and Chatbot products and updates to Director and Agent Assist in the latest release of its Real-Time Intelligence Platform. (Featured on DestinationCRM.com.)
Posted August 02, 2022

New metrics are needed to ensure customer service operations deliver value to customers and the business.
Posted July 28, 2022

MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year.
Posted July 28, 2022

Cicero brings to Alvaria its activity intelligence, process intelligence, and robotic process automation.
Posted July 20, 2022

Turnover in the contact center is a fact of life, but there are ways to minimize it.
Posted July 08, 2022

NICE CXone innovations in the latest release include enhanced customer journey orchestration. (Featured on DestinationCRM.com.)
Posted July 07, 2022

SupportLogic's Agent Coaching and Evaluation is designed to offer greater manager productivity, enhanced employee engagement, and increased CSAT.
Posted June 29, 2022

NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022

Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022

Cogito's Real-Time Coaching and Guidance solution gets a major upgrade and greater flexibility.
Posted June 22, 2022

24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022

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

Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022

Salesforce customers can now use Cogito's Emotion AI for real-time coaching, guidance, and continuous customer and employee experience measurements.
Posted June 14, 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

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

Dialpad Ai CSAT is a real-time predictive engine for customer satisfaction that provides visibility into 100 percent of calls.
Posted June 08, 2022

LiveVox customers now have access to SuccessKPI's contact center insights platform.
Posted June 08, 2022

LiveVox Contact Center for Salesforce allows agents to handle and make customer calls directly from their Salesforce workspace.
Posted June 02, 2022

NovelVox Wallboards and Agent Dashboards provide contact centers running on Amazon Connect a full display of agent performance.
Posted May 25, 2022

Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on DestinationCRM.com.)
Posted May 24, 2022

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 with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022

SupportLogic's new SX Platform includes AI-backed insights into customer and agent activities.
Posted May 17, 2022

Bright Pattern's Remote Assist lets one user take control of another user's desktop to resolve issues.
Posted May 11, 2022

Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022

The latest TouchPoint One Acuity performance management software update boosts contact center workforce connectedness.
Posted April 22, 2022

Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022

Integration brings recording control, replay of sessions, and analytics results in Microsoft's CRM. (Featured on DestinationCRM.com.)
Posted April 19, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

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 integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted April 12, 2022

Salesforce has added AI-powered conversation mining and new integrations to its Service Cloud platform.
Posted April 06, 2022

Talkdesk has expanded its Talkdesk On The Go suite with mobile apps for collaboration and scheduling.
Posted March 23, 2022

NICE's CXone cloud contact center suite is now available to companies in Singapore.
Posted March 23, 2022

New AI-enabled capabilities in Amazon Connect help contact center managers with proper staffing.
Posted March 22, 2022

Dialpad's conversational AI dynamically learns and applies customer intent across all modes of customer communication. (Featured on DestinatiionCRM.com.)
Posted March 22, 2022

Cresta's AI platform combines with Genesys Customer Experience Platform to further enable real-time intelligence in the contact center. (Featured on DestinationCRM.com.)
Posted March 22, 2022

Google's latest addition to Contact Center AI reimagines the customer experience through full end-to-end platform expansion.
Posted March 21, 2022

Integration allows Cresta customers to connect into the Five9 customer engagement platform and Five9 customers to implement Cresta's real-time intelligence layer.
Posted March 18, 2022

Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session. (Featured on DestinationCRM.com.)
Posted March 17, 2022