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
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