News Briefs

New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning.
Posted May 24, 2024

Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024

TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI.
Posted May 22, 2024

Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution.
Posted May 22, 2024

Startek Generative AI equips agents to address customer needs.
Posted May 21, 2024

Atento AI Studio is a comprehensive AI platform to elevate customer experience and efficiency.
Posted May 21, 2024

Sabio's Wellbeing Companion aims to boost contact center agent well-being and performance through artificial intelligence, analytics, and human insight.
Posted May 21, 2024

Glia Cortex delivers personalized self-service experiences at scale, improves agent productivity, and provides new insights for managers. (Featured on DestinationCRM.com.)
Posted May 20, 2024

LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on DestinationCRM.com.)
Posted May 16, 2024

Eltropy Voice+ combines traditional Voice capabilities with text, video, chat, AI, and more.
Posted May 15, 2024

Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024

Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024

Expansion of Avaya partnership to include Alvaria CX Premier enterprise-scale omnichannel compliant outbound engagement
Posted May 14, 2024

Avaya and LivePerson have integrated their product, go-to-market, and services to provide a unified, omnichannel suite for customers with on-premises, hybrid, or cloud contact centers.
Posted May 13, 2024

New hybrid solution empowers customers to combine Avaya investments with collaboration capabilities from RingCentral.
Posted May 13, 2024

Edify brings workflow, customer journey orchestration, and other AI-powered technologies into the Avaya Experience Platform.
Posted May 09, 2024

Intradiem's Machine Learning Burnout and Attrition Indicator can predict agent burnout while supporting well-being in contact centers.
Posted May 07, 2024

Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024

Salesforce's Unified Knowledge collects information from third-party systems and integrates it into Salesforce.
Posted May 06, 2024

Zingtree's CX Answers and CX Actions automate and optimize customer interactions.
Posted April 30, 2024

Avaamo's Agent Copilot gives contact center employees guidance before, during, and after calls.
Posted April 30, 2024

Tech Mahindra and Atento partner to deliver genAI-powered business transformation services.
Posted April 30, 2024

Enhancements include new capabilities for embedding AI, video, and social messaging into workflows.
Posted April 30, 2024

MarketsandMarkets expect the conversational AI market to grow by 25 percent per year for the next six years. (Featured on SpeechTechMag.com.)
Posted April 30, 2024

Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024

Content Guru's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024

Together IntelePeer and Microsoft Azure OpenAI are working to deliver AI automation solutions and virtual agents for customer service.
Posted April 19, 2024

ASAPP's Generative Agent can handle up to 90 percent of contact center interactions.
Posted April 17, 2024

Calabrio's Bot Analytics provides access to all transcripts with more than 200 metrics organized for discovery and analysis.
Posted April 17, 2024

Kore.ai's XO Platform V11.0 offers expanded AI automation.
Posted April 17, 2024

Zendesk's AI innovations include autonomous AI agents, workflow automation, agent copilot, workforce management, and quality assurance capabilities powered by Zendesk AI. (Featured on DestinationCRM.com.)
Posted April 16, 2024

boost.ai's Generative Action is a generative AI engine for customer service automation.
Posted April 16, 2024

8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024

Intercom's Fin AI Copilot is an AI assistant for customer service agents.
Posted April 10, 2024

Intento Translator for Salesforce ServiceCloud automatically translates content across customer service chat interactions in real time for both the agent and customer. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Salesforce's Unified Conversations for WhatsApp transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024

Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024

the Verint Open Platform's unified data hub has been integrated with Webex Contact Center.
Posted April 03, 2024

Waterfield Tech's suite of GenAI solutions includes taskGPT, routeGPT, and faqGPT.
Posted March 28, 2024

Wolken Gen AI is a suite of products for B2B customer service.
Posted March 28, 2024

eGain's AssistGPT for CCaaS is a generative artificial intelligence tool that helps cloud contact center users automate the knowledge management lifecycle.
Posted March 28, 2024

Inbenta adds Voice, Autoplay, and Download to its Digital Instructor tool.
Posted March 26, 2024

Cisco has added artificial intelligence, quality management, and CRM integrations to its Webex Contact Center.
Posted March 26, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024
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