News Briefs

CXone Smart Assist Powered by Amelia brings conversational AI to customer self-service.
Posted August 04, 2021

Comm100's Keyword Bot helps consumers interact with companies through targeted keyword searches. (Featured on DestinationCRM.com.)
Posted August 03, 2021

NICE CXone Summer 21 Release offers self-service and AI-powered enhancements.
Posted August 02, 2021

Ooma's partnership with UJET brings together unified communications and customer experience management
Posted July 29, 2021

8x8 XCaaS enhancements deliver large video meetings, tighter Microsoft Teams integration and advanced mobility support.
Posted July 28, 2021

NovelVox's solutions are now available to users of Genesys Cloud, Genesys Pure Engage, and Genesys Pure Connect.
Posted July 28, 2021

Emplifi has added support options to its Email Virtual Assistant and Social Messenger. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Alida's Summer 21 product release includes more than 100 integrations and advanced analytics. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Uniphore and Jacada together will offer full low-code and no-code contact center automation capabilities. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Investment firm Thoma Bravo has acquired Medallia for $6.4 billion. (Featured on DestinationCRM.com.)
Posted July 27, 2021

TELUS's Intelligent Insights monitors automation and bots in a single solution. (Featured on DestinationCRM.com.)
Posted July 27, 2021

The 3CLogic-ScreenMeet partnership complements ServiceNows digital channels with integrated voice and video capabilities.
Posted July 22, 2021

Dial800 has launched a new VoIP service, expanded analytics, and new integrations as part of a corporate refresh.
Posted July 21, 2021

CXInfinity's video chat offering lets companies move back and forth between text and video conversations.
Posted July 21, 2021

Textel adds SMS and MMS texting to the Five9 Intelligent Cloud Contact Center.
Posted July 21, 2021

Nextiva Contact Center is an integrated suite of contact center and collaboration tools.
Posted July 15, 2021

Swampfox Technologies' First In Line 3.1 is a callback solution for Cisco-based contact centers.
Posted July 15, 2021

Semafone SecureWeb+ secures payments on third-party merchant websites and CRM systems without compromising PCI DSS compliance. (Featured on DestinationCRM.com.)
Posted July 15, 2021

Partnership combines Clarabridge's conversational analytics with Five9's cloud contact center solutions.
Posted July 14, 2021

New features streamline the development of Intelligent Virtual Agents and help organizations easily deploy solutions to augment their contact centers with an AI-powered digital workforce.
Posted July 14, 2021

Uniphore's AI innovations deliver self-learning systems to support agents and supervisors before, during, and after calls.
Posted July 14, 2021

The OneLink acquisition positions Webhelp to expand operations in the Americas.
Posted July 14, 2021

Grand View Research credits COVID-19 lockdowns for increasing use of cloud-based contact center solutions.
Posted July 07, 2021

The two companies' unique voice matching technology requires no input from call center staff. (Featured on SpeechTechMag.com.)
Posted July 07, 2021

NICE expands proactive conversational AI capabilities with CXone SmartReach.
Posted July 07, 2021

NovelVox's Amazon Connect desktop and wallboard apps provide full visibility into customer information and agent performance.
Posted July 07, 2021

Bucher + Suter customers can now benefit from Cisco Contact Center integration directly via Salesforce Service Cloud Voice with b+s Connects.
Posted July 06, 2021

noHold has launched its Virtual Call Center Agent app on Finastra's FusionFabric.cloud.
Posted July 06, 2021

Global Industry Analysts projects the worldwide IVR market to hit $6.1 billion in six years. (Featured on SpeechTechMag.com.)
Posted July 02, 2021

Talkdesk customers now have an all-in-one solution that unifies phone, digital channels, and CRM data embedded within Salesforce Service Cloud.
Posted July 02, 2021

Clara will search across all customer feedback and interaction sources to give needed insights.
Posted June 30, 2021

Unbabel's Zendesk Agent Workspace integration lets agents communicate with customers in any language across channels.
Posted June 29, 2021

Customers can move between automated and assisted chat with Clickatell's integration between Chat Desk and Chat Flow.
Posted June 29, 2021

Vonage Contact Center for Salesforce Service Cloud Voice brings automation, intelligence, and global calling capability to Service Cloud Voice.
Posted June 28, 2021

Tenfold NextGen CTI for Service Cloud Voice lets users leverage Tenfold's integration-platform-as-a-service) to connect enterprise telephony to Salesforce Service Cloud Voice.
Posted June 25, 2021

Upland's $23.3 million purchase of Panviva enhances its contact center knowledge management portfolio.
Posted June 25, 2021

Avaya OneCloud for Salesforce Service Cloud brings together calls, digital engagement, and CRM data for service agents.
Posted June 25, 2021

DRUID Oxygen is a drag-and-drop conversational automation platform. (Featured on DestinationCRM.com.)
Posted June 24, 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

LiveChat's Chat Widget now supports keyboard input and text-to-speech screen readers. (Featured on DestinationCRM.com.)
Posted June 22, 2021

Awaken Intelligence combines contact center scripting technology with Genesys' customer experience platforms. (Featured on DestinationCRM.com.)
Posted June 22, 2021

Yellow.ai is adding voice virtual assistants to its Conversational CX Automation Platform. (Featured on DestinationCRM.com.)
Posted June 22, 2021

The alliance between Genesys and Qualtrics gives companies a comprehensive view of the customer service experience, based on sentiment and service history.
Posted June 18, 2021

Fonative is now verifying calls on its networks ahead of the FCC STIR/SHAKEN mandate.
Posted June 18, 2021

The combined contact center outsourcing company will employ 155,000 people in 39 countries, serving more than 600 clients in more than 50 languages.
Posted June 18, 2021

Integration combines Dialpad's AI-assisted voice capabilities with Teams' native interface for communications.
Posted June 17, 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

NICE Enlighten AI Feedback brings the Enlighten AI engine to Satmetrix Voice of the Customer
Posted June 16, 2021

MarketsandMarkets expects the worldwide chatbot market to grow at more than 23 percent CAGR for the next five years. (Featured on DestinationCRM.com.)
Posted June 14, 2021
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