Voice of the Customer

Genesys has added more than 150 advanced AI capabilities in the past few months, and more are on the way, executives stressed at the Xperience 2025 event. (Featured on DestinationCRM.com.)
Posted September 09, 2025

LivePerson's AWS integration will help companies unify voice and digital customer experiences.
Posted August 26, 2025

Verint will merge with Calabrio to create an AI-driven customer experience powerhouse. (Featured on DestinationCRM.com.)
Posted August 25, 2025

CallMiner OmniAgents are virtual agents that help companies engage customers across voice and digital channels. (Featured on DestinationCRM.com.)
Posted August 20, 2025

8x8's recent innovations around AI accelerate agent and self=service interactions.
Posted August 07, 2025

Investment strengthens Genesys' partnerships with Salesforce and ServiceNow to accelerate agentic AI customer experience orchestration. (Featured on DestinationCRM.com.)
Posted August 01, 2025

Alvaria and CallMiner platform users benefit from deep customer insights, agent guidance, personalized outreach capabilities, and more. (Featured on DestinationCRM.com.)
Posted July 30, 2025

Acquisition strengthens Onix's capabilities with Google Cloud's Customer Engagement AI Suite and unites its Agentspace and Agentic AI with UJET CCaaS solutions. (Featured on DestinationCRM.com.)
Posted July 29, 2025

Cognigy and TeKnowledge are working together to accelerate agentic AI adoption in customer service. (Featured on DestinationCRM.com.)
Posted July 24, 2025

Expanded partnership elevates ServiceNow-powered customer and IT support with voice AI and rich video collaboration.  (Featured on DestinationCRM.com.)
Posted July 23, 2025

Grupo NGN acquisition adds CCaaS capabilities to White Label's portfolio. (Featured on DestinationCRM.com.)
Posted July 23, 2025

Avaya and Databricks have partnered to deliver governance and security for AI at scale. (Featured on DestinationCRM.com.)
Posted July 23, 2025

Human-in-the-loop agent, conversation monitoring, and testing and simulation features expand ASAPP's GenerativeAgent. (Featured on DestinationCRM.com.)
Posted July 23, 2025

CX Mpower Agents and integrations with AWS and Snowflake are among the highlighted innovations unveiled today. (Featured on DestinationCRM.com.)
Posted June 17, 2025

Cresta's expanded AI Agent offering ensures continuity, personalization, and efficient service across both voice and chat.
Posted June 09, 2025

CallMiner's new integration empowers Microsoft Dynamics 365 Contact Center users with AI-powered insights to improve service team performance and customer experience.
Posted June 09, 2025

New capabilities in Observe.AI's GenAI Insights democratize access to customer intelligence and provide deeper visibility into interactions across every channel
Posted June 05, 2025

Jabra Engage AI Complete is a premium call center suite with robust AI capabilities.
Posted May 22, 2025

Press Ganey Forsta's and InMoment's combined technologies will bring deeper customer and employee insights.
Posted May 14, 2025

IntelePeer's SmartAnalytics is a comprehensive solution that captures all interactions between AI and human agents.
Posted May 12, 2025

Sinch and OneReach.ai are collaborating to help companies deploy agentic AI across communications channels. (Featured on DestinationCRM.com.)
Posted May 06, 2025

ServiceNow CRM AI Agents orchestrates work across departments for seamless experiences across the entire customer lifecycle. (Featured on DestinationCRM.com.)
Posted May 06, 2025

3CLogic and NewRocket partnership delivers contact center solutions for financial services with ServiceNow. (Featured on DestinationCRM.com.)
Posted May 06, 2025

New AI capabilities in the Oracle Utilities Customer Platform help call centers better manage volume and deliver smart, personalized assistance. (Featured on DestinationCRM.com.)
Posted May 06, 2025

Talkdesk Express is designed to help small businesses get started with their customer service operations. (Featured on DestinationCRM.com.)
Posted May 06, 2025

The latest GoTo Connect advancements deliver a unified inbox, mobile features, and practical AI capabilities. (Featured on DestinationCRM.com.)
Posted May 06, 2025

RingCX for Salesforce Service Cloud Voice provides a single pane of glass for omnichannel customer engagement.
Posted May 05, 2025

Medallia's Mindful contact center suite is now authorized for use by U.S. government agencies.
Posted May 01, 2025

New product and services bundle helps businesses get up and running with Five9 and Salesforce Service Cloud Voice BYOT
Posted May 01, 2025

CloudHesive's ConnectPath CX platform integrates with Teneo.ai for conversational AI capabilities.
Posted April 24, 2025

3CLogic and ServiceNow have teamed up to unveil an AI-powered unified contact center solution.
Posted April 15, 2025

PolyAI Agent Studio provides generative AI for customer service.
Posted April 15, 2025

Expanded partnership with Google Cloud will expand availability to Cresta's cloud contact center solutions.
Posted April 08, 2025

Industry partners 3CLogic and Glidefast Consulting enter into a distribution agreement to deliver combined CRM and CCaaS solutions to the ServiceNow ecosystem.
Posted April 08, 2025

Mission expands its contact center offerings to include Amazon Connect, AWS's cloud contact center platform.
Posted April 08, 2025

8x8 Platform for CX enhancements include Engage, RCS support, AI orchestrator, and Journey IQ.
Posted April 03, 2025

Cyara has released six solutions to help companies deliver consistent customer experiences across channels and geographies.
Posted April 03, 2025

TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX.
Posted April 02, 2025

Zendesk's Resolution Platform is an agentic AI suite for customer service.
Posted March 26, 2025

Together NICE and Deloitte are enhancing customer experience workflows through AI and automation.
Posted March 26, 2025

Medallia's new features accelerate insights and action on unstructured data like digital behavior and conversational intelligence.
Posted March 26, 2025

NICE's CXone Mpower Orchestrator orchestrates and automates customer service workflows with agentic AI across front-office care and back-office operations.
Posted March 18, 2025

Genesys expanded its Genesys Cloud contact center platform with Supervisor Copilot and Virtual Supervisor.
Posted March 17, 2025

Updated Amazon Connect contact center platform offers AI-based self-service, agent assistance, analytics, post-contact evaluation, and automated follow-up
Posted March 17, 2025

Qualtrics AI agents will step directly into customer surveys, online product reviews, and website visits to resolve friction, anticipate needs, and proactively serve every customer and employee at scale.
Posted March 17, 2025

CallMiner Outreach is a customer feedback management solution.
Posted March 17, 2025

Zendesk's acquisition of Local Measure will strengthen its CX capabilities and deepens its collaboration with AWS.
Posted February 24, 2025

RingCentral AI Receptionist answers and routes calls for contact center agents.
Posted February 20, 2025

CallCabinet will deliver integrated compliance recording across the entire 8x8 portfolio.
Posted February 20, 2025

Mitel will integrate and resell Genesys' Cloud Platform.
Posted February 20, 2025

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