News Briefs

Cyara's acquisition of QBox delivers advanced conversational AI testing capabilities for improved chatbot accuracy and performance
Posted November 29, 2023

Genesys Cloud CX users can now add Intradiem's ACD monitoring and WFM solutions right from the Genesys AppFoundry marketplace.
Posted November 28, 2023

Ada's Customer Service AI Agent is powered by the Ada Reasoning Engine to maximize automated resolutions.
Posted November 22, 2023

Google's Vertex AI will be the backbone behind new Transcom AI capabilities for customer experience solutions.
Posted November 22, 2023

Transcom brings Netomi's artificial intelligence to its customer experience portfolio.
Posted November 17, 2023

Cognigy's AI Copilot is a daily companion for contact center agents.
Posted November 16, 2023

Sprinklr and infinit.cx have teamed up to deliver AI-powered contact center and customer experience solutions.
Posted November 16, 2023

Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management are the latest generative AI solutions to be embedded into the ServiceNow Platform.
Posted November 16, 2023

Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023

The specialized LLM aid in the development of augmented agent assistance tools, conversational AI, voice and chatbots, and conversational analytics.
Posted November 15, 2023

Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

PCI Pal has integrated its Agent Assist and Digital Payments solutions into Zoom Contact Center and Zoom Phone.
Posted November 14, 2023

Valuates expects the worldwide market for live chat software to grow by 8.8 percent per year through 2030.
Posted November 14, 2023

Azoth Analytics expects the worldwide market for customer experience outsourcing to grow at a compound annual rate of 9.9 percent for the next five years.
Posted November 14, 2023

Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on SpeechTechMag.com.)
Posted November 14, 2023

Leveraging large language models, call recordings are transcribed to text, while TrueCaller also generates summaries and one-line descriptions for iOS and Android users.
Posted November 10, 2023

Five9 OneStudent delivers a cloud-based contact center solution for colleges and universities looking to better engage with students.
Posted November 10, 2023

Independent audits salute CommunityWFM's internal controls and processes
Posted November 09, 2023

Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
Posted November 08, 2023

The TELUS-Five9 combined CCaaS solution provides omnichannel support, intelligent routing, and AI-driven insights
Posted November 08, 2023

CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023

Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023

Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on DestinationCRM.com.)
Posted November 07, 2023

LivePerson's Conversational Intelligence Suite includes AI-powered Analytics Studio, Generative Insights, and Report Center. (Featured on DestinationCRM.com.)
Posted November 02, 2023

Atento has turned to Microsoft Azure OpenAI Service to act as a pilot for customer service agents.
Posted November 01, 2023

Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on DestinationCRM.com.)
Posted November 01, 2023

AI-powered innovations in Webex Contact Center are focused on promoting agent efficiency and well-being.
Posted October 26, 2023

8x8 XCAAS platform enhancements include AI-powered voice conversational self-service capabilities, video customer engagement, deeper Microsoft Teams integrations, and new meeting capabilities.
Posted October 26, 2023

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Zoom and Verint expand partnership to bring Verint's customer experience automation into Zoom's platform. (Featured on DestinationCRM.com.)
Posted October 25, 2023

Dialpad's Custom Ai Playbooks provide users with real-time guidance on customer service and sales calls. (Featured on DestinationCRM.com.)
Posted October 25, 2023

SignalWire's AI Agent helps companies build AI into voice applications. (Featured on SpeechTechMag.com.)
Posted October 24, 2023

Sinch Calling with Webex is an integrated calling and collaboration solution with advanced messaging and meeting functionalities.
Posted October 20, 2023

Telinta customers can now encrypt both SIP signaling and media for mobile VoIP calling with TeliGlobe.
Posted October 19, 2023

Verint's PII Redaction Bot helps protect sensitive customer data and reduce compliance risk.
Posted October 17, 2023

Radish ChoiceView Lite for Amazon Connect adds visually enhanced AI interactions to phone calls.
Posted October 17, 2023

With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on DestinationCRM.com.)
Posted October 17, 2023

Talkdesk has layered generative AI across its entire contact center platform to improve outcomes and identify potential biases and hallucinations.
Posted October 16, 2023

Partnership will combine Qualtrics AI with insights from experience data and automated workflows within WorkJam.
Posted October 12, 2023

Intradiem and Thrive are delivering 60-second Resets to reduce stress and boost productivity.
Posted October 12, 2023

Ada's Generative Actions enables AI-powered customer service chatbots to resolve customer issues without human intervention.
Posted October 12, 2023

Kore.ai integrates its platform with Genesys Cloud CX.
Posted October 11, 2023

Contact center agents can elevate customer interactions directly to video from 8x8 Agent Workspace.
Posted October 05, 2023

Zendesk launches generative AI offerings and capabilities to further secure data and ensure privacy.
Posted October 04, 2023

Dialpad PII Redaction protects sensitive information across interactions. (Featured on DestinationCRM.com.)
Posted September 29, 2023

Vonage and Flowcode are launching a customer communications tool that integrates live chat and QR code technology.
Posted September 29, 2023

Journey's identity solutions are available to users of Five9's and Webex by Cisco's contact centers.
Posted September 28, 2023

Odigo's new connector brings together its CCaaS platform and RingCentral's MVP UCaaS platform.
Posted September 28, 2023

IntelePeer's SmartOffice allows local offices to automate customer interaction resolution.
Posted September 28, 2023
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