Managerial and Training

Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on and in CRM magazine's June 2023 issue.)
Posted June 02, 2023

Genesys Cloud EX is a stand-alone solution for managing contact center and back-office employees.
Posted May 16, 2023

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

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on
Posted May 04, 2023

MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023

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's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023

Intermedia's AI Interaction Summary automatically transcribes and summarizes contact center calls. (Featured on
Posted May 02, 2023

AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023

Cogito's EX Score measures contact center agents' sentiment in customer service interactions.
Posted April 25, 2023

LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023

UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023

The newest features in CallRail's Conversation Intelligence Suite add call summaries and sentiment analysis. (Featured on
Posted April 19, 2023

Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on
Posted April 18, 2023

AI is greatly expanding what contact center quality management solutions can do.
Posted April 14, 2023

TouchPoint One's latest Sidekick update creates targeted, actionable coaching plans for contact center supervisors and agents.
Posted April 14, 2023

Following an integration with Genesys' Cloud CX platform, Calabrio ONE is now available in Genesys' AppFoundry marketplace.
Posted April 13, 2023

Tethr couples real-time insights and in-the-moment agent assistance with research-backed post-call analytics.
Posted April 11, 2023

Calabrio adds OpenAI's ChatGPT and GPT-3 to Calabrio ONE.
Posted April 06, 2023

SuccessKPI's AI-driven Insight and Action platform integrates with Zoom.
Posted April 03, 2023

Verint's new partnership with Google Cloud leverages a platform-to-platform approach to customer experience automation.
Posted March 29, 2023

UJET works with Google Cloud to implement a the UJET WFM suite, with contact center forecasting, scheduling, and adherence monitoring.
Posted March 27, 2023

Cresta'a contact center customers can harness artificial intelligence to retain customers and tap new revenue streams.
Posted March 27, 2023

Calabrio has integrated its workforce management solution with Zoom Contact Center.
Posted March 27, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023

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

LV19 empowers contact center professionals to drive collaboration and productivity.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on
Posted March 17, 2023

8x8 is delivering a conversational AI solution and tailored supervisor experience for 8x8 Contact Center together with platform-wide integration with OpenAI.
Posted March 10, 2023

Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023

The partnership extends Zendesk Suite's latest innovations in customer service to AWS and AWS Marketplace.
Posted February 24, 2023

By investing in a connected rep strategy, customer service leaders can reduce their reliance on costly talent strategies, Gartner states in a new report.
Posted February 16, 2023

Authenticx's Autoscoring Tool helps companies analyze and evaluate customer interactions. (Featured on
Posted February 14, 2023

ConnectPath CX. built for Amazon Connect contact centers, now includes more it agent management, contact center operations, and reporting capabilities.
Posted February 09, 2023

Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023

Yobi Call Summarization includes a searchable transcript, action items, and notes.
Posted February 07, 2023

There are small switches you can already make quickly and easily to make your own work more efficient.
Posted February 06, 2023

Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023

SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on
Posted January 25, 2023

TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Verint gains an appointment scheduling app for con tact centers, stores, and branches with its Qudini deal. (Featured on
Posted January 13, 2023

New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on
Posted January 09, 2023

Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022