Managerial and Training

Observe.AI's Intelligent Workforce Platform brings AI and conversation intelligence to its contact center workforce solution.
Posted October 19, 2021

QBox and Cognigy partnership delivers natural language understanding performance management and testing to conversational AI. (Featured on SpeechTechMag.com.)
Posted October 14, 2021

NICE CXi aligns critical components of the NICE CXone cloud contact center suite. (Featured on DestinationCRM.com.)
Posted October 07, 2021

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

Artificial intelligence provides the tools to make customer service a more satisfying career.
Posted October 06, 2021

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

Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2021

SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Posted September 21, 2021

Front's Customer Communication Hub updates bring actionable customer context into the inbox. (Featured on DestinationCRM.com.)
Posted September 16, 2021

ServiceNow's Now Platform Rome release helps companies adjust to the hybrid work era. (Featured on DestinationCRM.com.)
Posted September 16, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

Incident management, swarming in Slack, omnichannel routing in Flow, and extended contact center capabilities round out the new offerings. (Featured on DestinationCRM.com.)
Posted September 09, 2021

Observe.AI is expanding into the omnichannel customer experience market with its ScopeAI acquisition. (Featured on DestinationCRM.com)
Posted August 31, 2021

MiaRec has updated the voice analytics in its call recording, transcription, and quality assurance solutions. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

Through the partnership, Dialpad Contact Center now includes agent forecasting, scheduling, and quality management from Playvox.
Posted August 25, 2021

Here's what you need to know about the California, Virginia, and Colorado laws and how to comply with them and others that might be coming.
Posted August 20, 2021

Edify Huddle CX 4.0 is a single contact center and unified communications solution with enhanced speed, simplicity, and choice .
Posted August 19, 2021

Agent desktops are at the heart of great customer service. Here is what you need to build one.
Posted August 13, 2021

A high percentage of customer service reps are exhausted and indifferent, but there are ways to address this.
Posted August 06, 2021

Balto Real-Time Coaching and QA work on 100 percent of calls into the contact center.
Posted August 05, 2021

Gartner survey reveals rampant agent disengagement, leading to poor customer experiences and economic costs.
Posted July 26, 2021

The 3CLogic-ScreenMeet partnership complements ServiceNows digital channels with integrated voice and video capabilities.
Posted July 22, 2021

New-generation workforce management solutions offer real-time capabilities and artificial intelligence-enabled forecasting.
Posted July 12, 2021

NovelVox's Amazon Connect desktop and wallboard apps provide full visibility into customer information and agent performance.
Posted July 07, 2021

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021

Aquant Service Insights converts unstructured service data into detailed insights for visibility into customers at risk of churn and workforce training opportunities. (Featured on DestiantionCRM.com.)
Posted June 24, 2021

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say. (Featured on DestinationCRM.com.)
Posted June 16, 2021

Talkdesk launches industry-specific contact center solutions for healthcare and financial services at its Opentalk event.
Posted June 16, 2021

Collaboration brings Verint workforce management solutions to Fuze Contact Center.
Posted June 16, 2021

New capabilities impact contact center agent and supervisor efficacy, ease of use for video meetings.
Posted June 11, 2021

Additional video, calling, and device-specific capabilities enable Avaya Cloud Office by RingCentral to accommodate hybrid work scenarios. (Featured on DestinationCRM.com.)
Posted June 08, 2021

Partnership allows DialAmerica customers to adopt ENACOMM technologies via its digital gateway while ENACOMM customers gain on-demand contact center support. (Featured on DestinationCRM.com.)
Posted June 08, 2021

TouchPoint One's Acuity contact center performance management software includes new agent coaching, compliance management, and quality assurance features, and expanded technology partner integrations. (Featured on DestinationCRM.com.)
Posted June 04, 2021

Dura enters the contact center workforce optimization space with its acquisition of DVSAnalytics
Posted June 04, 2021

New ways of onboarding, coaching, and fostering a sense of community are essential as companies return with work-from-home and hybrid staffing.
Posted June 03, 2021

Companies with strong leadership and well-developed plans rose to the top in the work-from-home pandemic days.
Posted June 01, 2021

3CLogic's voice-enabling solution complements ServiceNow's digital workflows with integrated natural language processing, artificial intelligence, analytics, and intelligent agent routing.
Posted May 13, 2021

The combined company will rebrand as Alvaria
Posted May 12, 2021

Invoca for Sales provides contact center sales teams with complete call handling and customer journey visibility. (Featured on DestinationCRM.com.)
Posted May 11, 2021

TCN Operator's features include omnichannel communications, business intelligence, reporting and analytics, data management and compliance, and workforce engagement. (Featured on DestinationCRM.com.)
Posted May 11, 2021

Qualtrics Command Center taps into customer feedback and interaction analytics. (Featured on DestinationCRM.com.)
Posted April 30, 2021

Clarabridge Quality Management includes intelligent scoring, agent self-coaching, and integrated workflows.
Posted April 28, 2021

Talkdesk is partnering with customer experience consultancy PPT Solutions to offer administrative services for contact centers.
Posted April 14, 2021

The contact center WFM market is transforming to address the needs of the digital generation
Posted April 01, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

Expanded mobility and visibility and new partnership strengthens Fuze's cloud contact center offering.
Posted March 17, 2021

Cresta for Voice uses artificial intelligence to improve voice-based customer conversations.
Posted March 16, 2021

Bright Pattern Mobile Agent Desktop connects remote contact center agents and employees outside the contact center.
Posted March 16, 2021

Natterbox Insight automatically surfaces training opportunities for sales and service supervisors. (Featured on DestinationCRM.com.)
Posted March 10, 2021

The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021