Managerial and Training

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

8x8 Agent Workspace offers contact queuing and handling features, while Conversation IQ offers AI-driven agent coaching and performance management.
Posted March 17, 2022

New features in HubSpot Service Hub help drive team efficiency and reporting. (Featured on DestinationCRM.com.)
Posted March 15, 2022

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's agent screen monitoring and recordingare powered by Level AI's artificial intelligence technology.
Posted March 03, 2022

When renovating your customer experiences, hiring a customer experience-as-a-service contractor might be the way to go.
Posted February 25, 2022

Calabrio's Self-Scheduling Package empowers agents with greater influence over work-life balance.
Posted February 24, 2022

Balto-s real-time agent guidance is becoming part of the NobelBix OMNI+ platform.
Posted February 15, 2022

NICE has added CXone to the Chrome Enterprise Recommended Program.
Posted February 04, 2022

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 Real Time Optimizer uses AI to improve contact center agent experiences.
Posted January 26, 2022

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's contact center AI, biometrics, and tooling solutions are now available for Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted January 18, 2022

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's partnership with Snappy Gifts helps customers and companies reward customer service agents.
Posted December 23, 2021

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

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's Voice Insights for Amazon Connect provides AI-based analysis of calls through AWS's contact center systems.
Posted November 23, 2021

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' intelligent support operations platform contextualizes product, operational, and customer data for support operations.
Posted November 17, 2021

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 adds workforce engagement capabilities to its CCaaS 3.0 cloud contact center through a partnership with Playvox.
Posted November 03, 2021

CallMiner's Fall Release offers new capabilities, pre-built solutions, and cloud-based integrations. (Featured on SpeechTechMag.com.)
Posted November 02, 2021

Intradiem Staffing helps contact centers optimize employee levels.
Posted October 26, 2021

LiveVox WFM helps contact centers manage staffing with tools for scheduling, forecasting, and reporting.
Posted October 26, 2021

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