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Managerial and Training
The Struggle to Raise First-Contact Resolutions
Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on
DestinationCRM.com
and in
CRM
magazine's June 2023 issue.)
Posted June 02, 2023
Genesys Launches Cloud EX
Genesys Cloud EX is a stand-alone solution for managing contact center and back-office employees.
Posted May 16, 2023
New Realities Drive Contact Center Transformation
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
BT and Five9 Expand Partnership
Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023
Ringover Adds Conversational AI to Sales and Support Platform
Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on
DestinationCRM.com
.)
Posted May 04, 2023
Reinvent Telecom Introduces MyCloud Contact Center Platform
MyCloud Contact Center is a private-label contact center as a service (CCaaS) platform for small to midsized businesses.
Posted May 03, 2023
TTEC Digital Introduces WFM Adapter for Microsoft Dynamics 365 Customer Service
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 Partners with Cresta, Five9, and LivePerson
Medallia's integrations with Cresta, Five9, and LivePerson combine conversation intelligence and real-time experience insights.
Posted May 02, 2023
Intermedia Introduces AI Interaction Summary
Intermedia's AI Interaction Summary automatically transcribes and summarizes contact center calls. (Featured on
SpeechTechMag.com
.)
Posted May 02, 2023
AWS Adds to Contact Lens
AWS has added AI and analytics to Contact Lens to help managers evaluate agent performance and identify coaching needs.
Posted April 27, 2023
Yellow.ai Adds Generative AI to Dynamic Automation Platform (DAP)
Yellow.ai's DAP offers generative AI to automate workflows and responses to customer queries.
Posted April 25, 2023
Cogito Launches Employee Experience (EX) Score
Cogito's EX Score measures contact center agents' sentiment in customer service interactions.
Posted April 25, 2023
LivePerson Upgrades Conversational Cloud with Generative AI
LivePerson is adding large language models and voice capabilities to its Conversational Cloud
Posted April 25, 2023
UJET, Google Cloud, and Alvaria Partner
UJET, Google Cloud, and Alvaria team up to pair Google Cloud Contact Center AI platform and workforce engagement management.
Posted April 20, 2023
CallRail Launches Premium Conversation Intelligence
The newest features in CallRail's Conversation Intelligence Suite add call summaries and sentiment analysis. (Featured on
SpeechTechMag.com
.)
Posted April 19, 2023
Dialpad to Add Generative AI to Its Ai-Powered Customer Intelligence Platform
Over the next year, Dialpad will introduce Ai Recap, Ai Scorecards, Ai Playbooks, and Coaching Hub. (Featured on
DestinationCRM.com
.)
Posted April 18, 2023
A New Vision for Quality Management
AI is greatly expanding what contact center quality management solutions can do.
Posted April 14, 2023
TouchPoint One Launches Sidekick Agent Coaching Solution Update
TouchPoint One's latest Sidekick update creates targeted, actionable coaching plans for contact center supervisors and agents.
Posted April 14, 2023
Calabrio ONE is Now Listed on Genesys AppFoundry
Following an integration with Genesys' Cloud CX platform, Calabrio ONE is now available in Genesys' AppFoundry marketplace.
Posted April 13, 2023
Tethr Launches Tethr Live for Real-Time Agent Assist
Tethr couples real-time insights and in-the-moment agent assistance with research-backed post-call analytics.
Posted April 11, 2023
Calabrio Integrates with OpenAI's GPT Offerings
Calabrio adds OpenAI's ChatGPT and GPT-3 to Calabrio ONE.
Posted April 06, 2023
SuccessKPI Partners with Zoom to Unlock Insights for Contact Centers
SuccessKPI's AI-driven Insight and Action platform integrates with Zoom.
Posted April 03, 2023
Verint Expands Partnership with Google Cloud
Verint's new partnership with Google Cloud leverages a platform-to-platform approach to customer experience automation.
Posted March 29, 2023
UJET and Google Cloud Launch Intelligent Workforce Management
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 Adds Cresta Sales for Revenue Growth and Cresta Post-Call
Cresta'a contact center customers can harness artificial intelligence to retain customers and tap new revenue streams.
Posted March 27, 2023
Calabrio Adds WFM to Zoom Contact Center
Calabrio has integrated its workforce management solution with Zoom Contact Center.
Posted March 27, 2023
Verint Partners with Eventus
Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023
Sprinklr Launches Winter Release of CCaaS Solution
Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023
3CLogic CTI and Contact Center Solution Now Available on SAP Store
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
LiveVox Launches LV19 Contact Center Platform Release
LV19 empowers contact center professionals to drive collaboration and productivity.
Posted March 22, 2023
Contact Center Software Market to Be Worth $93.7 Billion by 2027
MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023
Verint and Carahsoft Partner to Bring Citizen Engagement Solutions to Government
Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on
DestinationCRM.com
.)
Posted March 17, 2023
8x8 Launches Intelligent Customer Assistant, 8x8 Supervisor Workspace, and OpenAI Integration
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 Launches Frontline Agent Coaching and Team Assist
Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023
Zendesk Partners with AWS
The partnership extends Zendesk Suite's latest innovations in customer service to AWS and AWS Marketplace.
Posted February 24, 2023
Connected Reps Will Improve Contact Center Efficiency by 30 Percent, Gartner Finds
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 Launches Autoscoring Tool
Authenticx's Autoscoring Tool helps companies analyze and evaluate customer interactions. (Featured on
DestinationCRM.com
.)
Posted February 14, 2023
CloudHesive Rebrands Dextr Flex as ConnectPath CX
ConnectPath CX. built for Amazon Connect contact centers, now includes more it agent management, contact center operations, and reporting capabilities.
Posted February 09, 2023
Alida Launches Total Experience Management's Winter 2023 Release
Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023
Yobi Launches Call Summarization
Yobi Call Summarization includes a searchable transcript, action items, and notes.
Posted February 07, 2023
To Excel in User Support, Think Big, Start Small
There are small switches you can already make quickly and easily to make your own work more efficient.
Posted February 06, 2023
Observe.AI Launches Real-Time AI for Contact Centers
Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023
SupportLogic Acquires Emtropy Labs
SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on
DestinationCRM.com
.)
Posted January 25, 2023
TCN Adds Workforce Engagement Suite to TCN Operator
TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023
Calabrio Names New CEO
Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023
Verint Adds Appointment Scheduling with Qudini Acquisition
Verint gains an appointment scheduling app for con tact centers, stores, and branches with its Qudini deal. (Featured on
DestinationCRM.com
.)
Posted January 13, 2023
NICE Adds RPA to NEVA Discover
New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on
DestinationCRM.com
.)
Posted January 09, 2023
Playvox Launches Workforce Engagement Solutions for Salesforce Contact Center
Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023
InteractiveTel Becomes TotalCX
InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023
NICE Launches Enlighten AutoSummary
NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022
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Webinars
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Library
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Four pivotal pillars necessary to excel in digital experience management
Elevating the Employee Experience During an Economic Downturn
Recession Ahead: How Contact Centers Can Do More With Less
4 Tips for Creating an Exceptional Self-Service Experience
Elevating the Value of Customer Service Through a Data-Driven Approach
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