News Briefs

Calabrio's new Interaction Summary add-on uses AI to create recaps of each interaction and export them CRM systems.
Posted March 26, 2024

Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024

Avaya supports on-premises, private cloud, and public cloud environments with redesigned product suites.
Posted March 26, 2024

The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024

CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024

Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024

Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on DestinationCRM.com.)
Posted March 21, 2024

New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on DestinationCRM.com.)
Posted March 20, 2024

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

Verint TimeFlex Bot leverages AI for contact center agent scheduling.
Posted March 19, 2024

Kustomer IQ Agent Assist is AI-powered copilot for customer service agents. (Featured on DestinationCRM.com.)
Posted March 19, 2024

AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024

Skit.ai's suite of generative AI-powered, self-service solutions includes voice, chat, email, and text automation.
Posted March 15, 2024

Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024

Assort Health's new generative AI solution is designed to reduce wait times for medical office's call centers.
Posted March 14, 2024

Dialpad and T-Mobile launch Ai Recaps. (Featured on DestinationCRM.com.)
Posted March 14, 2024

Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024

With Deepgram Aura, developers can now build production-grade, secure, and human-like voice AI applications. (Featured on SpeechTechMag.com.)
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Genesys and Epic team up to help clinicians improve the patient experience by integrating Genesys Cloud and Epic Cheers. (Featured on DestinationCRM.com.)
Posted March 07, 2024

Upstream Works' Omni AI Hub expedites AI for on-premise, cloud, and hybrid contact centers and powers virtual customer self-service and agent assistance.
Posted March 07, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

The C3 Generative AI: Standard Edition no-code, self-service generative artificial intelligence application is now available on Google Cloud Marketplace.
Posted March 06, 2024

Calabrio's GovSuite cloud contact center solution is a workforce performance suite for optimized government customer service.
Posted March 06, 2024

Mutare's Voice Traffic Filter is now available on the NICE CXexchange marketplace, giving NICE customers a tool that rids their voice channel of unwanted calls.
Posted March 05, 2024

Enghouse's EnghouseAI Suite seeks to enhance contact center agent productivity and deliver insights.
Posted March 04, 2024

TELUS International and Local Measure pair up to elevate genAI-fueled CX with Engage Platform integration.
Posted March 04, 2024

8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024

8x8 Proactive Outreach for 8x8 Contact Center enables personalized messaging at scale.
Posted February 29, 2024

Alorica ReVoLT provides real-time voice translation for 75 languages and 200 dialects to enable multilingual customer experiences. (Featured on SpeechTechMag.com.)
Posted February 29, 2024

Playvox's full suite of Workforce Management solutions are now available on the Five9 CX Marketplace.
Posted February 27, 2024

Now Assist for Telecommunications Service Management leverages NVIDIA AI to help boost agent productivity, speed time to resolution, and enhance time to value. (Featured on DestinationCRM.com.)
Posted February 27, 2024

D-ID Agents can hear, think, and speak in real time. (Featured on DestinationCRM.com.)
Posted February 27, 2024

Cognigy's conversational AI is now available to Genesys customers in North America.
Posted February 22, 2024

Mitto and MoEngage are optimizing WhatsApp Business and SMS capabilities.
Posted February 21, 2024

NextPlane is bringing new capabilities into Microsoft Teams, unified communications, and contact center platforms.
Posted February 21, 2024

TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024

Advanced genAI solutions from Authenticx give healthcare organizations a platform to analyze findings hidden in customer conversations. (Featured on SpeechTechMag.com.)
Posted February 20, 2024

OneCloud CX is an omnichannel customer experience platform powered by AI.
Posted February 16, 2024

New alliance adds Playvox's workforce engagement management solutions to Intelisys' portfolio.
Posted February 14, 2024

Anywhere365 adds an intelligent AI assistant through its acquisition of Deepdesk.
Posted February 13, 2024

Premier BPO has launched Stafford Communications Group, a Canadian subsidiary.
Posted February 13, 2024
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