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