Managerial and Training

Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.
Posted November 28, 2023

Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023

The specialized LLM aid in the development of augmented agent assistance tools, conversational AI, voice and chatbots, and conversational analytics.
Posted November 15, 2023

Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on
Posted November 14, 2023

Independent audits salute CommunityWFM's internal controls and processes
Posted November 09, 2023

Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
Posted November 08, 2023

CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023

Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023

Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on
Posted November 07, 2023

Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on
Posted November 01, 2023

AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being.
Posted October 26, 2023

8x8 XCAAS platform enhancements include AI-powered voice conversational self-service capabilities, video customer engagement, deeper Microsoft Teams integrations, and new meeting capabilities.
Posted October 26, 2023

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on
Posted October 25, 2023

Dialpad's Custom Ai Playbooks provide users with real-time guidance on customer service and sales calls. (Featured on
Posted October 25, 2023

With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on
Posted October 17, 2023

Talkdesk has layered generative AI across its entire contact center platform to improve outcomes and identify potential biases and hallucinations.
Posted October 16, 2023

Partnership will combine Qualtrics AI with insights from experience data and automated workflows within WorkJam.
Posted October 12, 2023 integrates its platform with Genesys Cloud CX.
Posted October 11, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 2023

Zoom's Workforce Engagement Management Suite includes Zoom Workforce Management and Zoom Quality Management.
Posted September 25, 2023

Real-time guidance applications are essential for contact centers as they empower agents with the right customer information and best practices.
Posted September 22, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.
Posted September 20, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on
Posted September 01, 2023

The latest version of the 8x8 Phone App for Microsoft Teams provides seamless user and admin experiences and improved performance.
Posted August 17, 2023

The latest updates to CommunityWFM offers multilingual, security, and automation capabilities.
Posted August 17, 2023

RingCentral's RingCX and RingSense for Phone combine omnichannel contact center with conversation intelligence capabilities.
Posted August 08, 2023

Five9's acquisition of Aceyus will help streamline the migration of customers from on-premises to cloud and leverage contextual data for personalized experiences.
Posted August 08, 2023

ASAPP's CoachingAI is a generative AI product to fully automate quality assurance for 100% of contact center interactions.
Posted August 01, 2023

Newest capabilities include enhancements to 8x8 Supervisor Workspace, Analytics Tools and Reports, and increased global connectivity.
Posted July 27, 2023

With NICE Enlighten Actions Industry Benchmarks, organizations can compare their key metrics and service insights to industry standards.
Posted July 27, 2023

Partnership integrates Luminoso's Daylight artificial intelligence-driven text analytics solution with Minerva CQ's real-time agent assist platform. (Featured on
Posted July 20, 2023

New features in Quantum Metric's Atlas hasten insight discovery, increase visibility, and incorporate offline data to empower users based on role and use case. (Featured on
Posted July 20, 2023

Alvaria Workforce Cloud Data Access helps contact centers take control of the workforce data analytics.
Posted July 12, 2023

FedRAMP authorization enables government agencies to use Genesys Cloud CX.
Posted July 06, 2023

Twilio and Frame AI partnership brings artificial intelligence capabilities to Twilio Flex.
Posted June 28, 2023

Astound Broadband and Intermedia Cloud Communications have partnered to launch Cloud Contact Center, an omnichannel, AI-powered contact center platform.
Posted June 22, 2023

Zendesk's acquisition of Tymeshift brings AI-powered workforce management to its portfolio.
Posted June 22, 2023

Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference.
Posted June 21, 2023

Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023

Cogito's new features empower front-line contact center leaders to drive improved employee and customer experiences.
Posted June 20, 2023

Cyara's acquisition of CentraCX brings insights from customer feedback to its CX transformation solutions.
Posted June 20, 2023

Observe.AI's LLM is trained on real-world contact center data and tasks and offers greater accuracy, control, and privacy for contact centers to leverage generative AI.
Posted June 20, 2023

CallMiner's RealTime product now offers agent guidance, script adherence support, and more.
Posted June 19, 2023

During his morning keynote and an exclusive interview with CRM magazine, NICE's president of the CX Division, Barry Cooper, reinforced his company's commitment to artificial intelligence. (Featured on
Posted June 07, 2023