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Managerial and Training
5 Steps to Increase Agent Retention Now
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 Launches on Zendesk Marketplace
TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022
SupportLogic Launches SX Platform and Applications
SupportLogic's new SX Platform includes AI-backed insights into customer and agent activities.
Posted May 17, 2022
Bright Pattern Launches Remote Assist
Bright Pattern's Remote Assist lets one user take control of another user's desktop to resolve issues.
Posted May 11, 2022
ASC Offers Compliance Recording for RingCentral
Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022
TouchPoint One Adds Agent Coaching, Gamification, Dashboard, and QA to Acuity
The latest TouchPoint One Acuity performance management software update boosts contact center workforce connectedness.
Posted April 22, 2022
Five9 Partners with Deloitte Canada
Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022
ASC Technologies Integrates Recording Insights with Microsoft Dynamics 365
Integration brings recording control, replay of sessions, and analytics results in Microsoft's CRM. (Featured on
DestinationCRM.com
.)
Posted April 19, 2022
NICE Partners with Deutsche Telekom
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 Named to Google Chrome Enterprise Recommended Program
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 Partner
8x8 and Genesys integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on
DestinationCRM.com
.)
Posted April 12, 2022
Salesforce Adds AI to Service Cloud
Salesforce has added AI-powered conversation mining and new integrations to its Service Cloud platform.
Posted April 06, 2022
Talkdesk Launches Talkdesk Phone Mobile App and Talkdesk Schedule Mobile App
Talkdesk has expanded its Talkdesk On The Go suite with mobile apps for collaboration and scheduling.
Posted March 23, 2022
NICE Brings Launches CXone in Singapore
NICE's CXone cloud contact center suite is now available to companies in Singapore.
Posted March 23, 2022
AWS Adds Forecasting, Capacity Planning, and Scheduling in Amazon Connect
New AI-enabled capabilities in Amazon Connect help contact center managers with proper staffing.
Posted March 22, 2022
Dialpad Adds Digital Channels and Virtual Agents to AI Contact Center
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 Available in Genesys AppFoundry
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 Launches Cloud Contact Center AI Platform
Google's latest addition to Contact Center AI reimagines the customer experience through full end-to-end platform expansion.
Posted March 21, 2022
Cresta Integrates with Five9
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
Our New Normal Is a De-Centered Contact Center, CX Connect Speaker Stresses
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
8x8 Launches Agent Workspace and Conversation IQ
8x8 Agent Workspace offers contact queuing and handling features, while Conversation IQ offers AI-driven agent coaching and performance management.
Posted March 17, 2022
HubSpot Relaunches Service Hub
New features in HubSpot Service Hub help drive team efficiency and reporting. (Featured on
DestinationCRM.com
.)
Posted March 15, 2022
The Importance of Empathy in Support of Contextual Data
Customers who contact customer support are showing a growing desire for empathy. Here's how to give it to them.
Posted March 11, 2022
Level AI Adds Agents Screen Monitoring and Recording
Level AI's agent screen monitoring and recordingare powered by Level AI's artificial intelligence technology.
Posted March 03, 2022
Your Customer Experience: Is it Time for a General Contractor?
When renovating your customer experiences, hiring a customer experience-as-a-service contractor might be the way to go.
Posted February 25, 2022
Calabrio Introduces Self-Scheduling Package
Calabrio's Self-Scheduling Package empowers agents with greater influence over work-life balance.
Posted February 24, 2022
Balto and NobelBiz Partner
Balto-s real-time agent guidance is becoming part of the NobelBix OMNI+ platform.
Posted February 15, 2022
NICE Expands Partnership with Google
NICE has added CXone to the Chrome Enterprise Recommended Program.
Posted February 04, 2022
Calabrio Releases Performance Coaching
Calabrio Performance Coaching ties in to Calabrio ONE Workforce Engagement Management to help contact center leaders track agent performance and identify skill gaps.
Posted February 02, 2022
Alvaria Launches Real Time Optimizer
Alvaria Real Time Optimizer uses AI to improve contact center agent experiences.
Posted January 26, 2022
Speech Analytics to Be Worth $4.5 Billion by 2026
MarketsandMarkets is projecting 20.5 percent CAGR for the global speech analytics market for the next five years. (Featured on
SpeechTechMag.com
.)
Posted January 18, 2022
Nuance Expands Genesys Partnership
Nuance's contact center AI, biometrics, and tooling solutions are now available for Genesys Cloud CX. (Featured on
DestinationCRM.com
.)
Posted January 18, 2022
Why HX Is Critical to Weathering Widespread Labor Shortages
The Great Resignation can be mitigated by listening to customers and employees to pinpoint areas where workplace culture is less than ideal.
Posted December 28, 2021
Medallia Integrates Stella Connect with Snappy Gifts
Medallia's partnership with Snappy Gifts helps customers and companies reward customer service agents.
Posted December 23, 2021
Contact Center Workplaces Are in the Midst of a Renaissance
Companies that want to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment.
Posted December 10, 2021
Gartners Finds Customer Loneliness a Contact Center Call Driver
Gartner predicts that by 2026, 75 percent of customers will call customer service due to loneliness. (Featured on
DestinationCRM.com
.)
Posted December 09, 2021
NLX Launches Voice Insights for Amazon Connect
NLX's Voice Insights for Amazon Connect provides AI-based analysis of calls through AWS's contact center systems.
Posted November 23, 2021
Replicant Expands Conversational AI Platform Capabilities
Replicant's updated conversational AI platform helps contact center managers analyze data, uncover insights, and inspire action, all from a single dashboard.
Posted November 17, 2021
TheLoops Launches Version 1.0 of Its Intelligent Support Operations Platform
TheLoops' intelligent support operations platform contextualizes product, operational, and customer data for support operations.
Posted November 17, 2021
Speech Analytics to See 22 Percent CAGR Through 2026, IMARC Expects
Thanks to advances like AI and natural language processing, speech analytics technology is expected to see strong growth over the next few years, according to IMARC Group research. (Featured on
SpeechTechMag.com
.)
Posted November 16, 2021
UJET Partners with Playvox
UJET adds workforce engagement capabilities to its CCaaS 3.0 cloud contact center through a partnership with Playvox.
Posted November 03, 2021
CallMiner Launches Fall Release
CallMiner's Fall Release offers new capabilities, pre-built solutions, and cloud-based integrations. (Featured on
SpeechTechMag.com
.)
Posted November 02, 2021
Intradiem Introduces Staffing
Intradiem Staffing helps contact centers optimize employee levels.
Posted October 26, 2021
LiveVox Launches LiveVox WFM
LiveVox WFM helps contact centers manage staffing with tools for scheduling, forecasting, and reporting.
Posted October 26, 2021
Observe.AI Launches Intelligent Workforce Platform
Observe.AI's Intelligent Workforce Platform brings AI and conversation intelligence to its contact center workforce solution.
Posted October 19, 2021
QBox Partners with Cognigy
QBox and Cognigy partnership delivers natural language understanding performance management and testing to conversational AI. (Featured on
SpeechTechMag.com
.)
Posted October 14, 2021
NICE Launches Customer Experience Interactions (CXi)
NICE CXi aligns critical components of the NICE CXone cloud contact center suite. (Featured on
DestinationCRM.com
.)
Posted October 07, 2021
Genesys Acquires Pointillist and Exceed.ai
Genesys has agreed to acquire Pointillist and Exceed.ai to enhance its offerings and transform customer and employee experiences across marketing, sales, and service. (Featured on
DestinationCRM.com
.)
Posted October 07, 2021
How AI Can Change the Course of the Great Resignation in Contact Centers
Artificial intelligence provides the tools to make customer service a more satisfying career.
Posted October 06, 2021
Sprinkler Adds AI and Automation to Modern Care
The next generation of Sprinklr's Modern Care omnichannel customer service solution features conversational AI, chatbots, video calling, and a customer community portal.
Posted October 04, 2021
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