News Briefs

Zenarate enhanced Call Analyzer with Call Insights to surface customer call trends and drive proactive agent training
Posted February 09, 2024

VOXDATA Solutions will extend Qualfon's global reach and language service offerings.
Posted February 08, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

ScreenMeet's AI Assist is a generative AI assistant for remote support agents. (Featured on DestinationCRM.com.)
Posted February 05, 2024

The rebranded Echo AI has moved its Conversation Intelligence platform outside the contact center and added real-time capabilities.
Posted January 31, 2024

Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on DestinationCRM.com.)
Posted January 30, 2024

New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024

Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

The worldwide market for speech analytics is set to grow by 16.8 percent CAGR through 2030, Market Digits predicts. (Featured on SpeechTechMag.com.)
Posted January 23, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

AutoService AI's Allio voice assistant uses natural language processing to support dealership customers with conversational AI in their native languages. (Featured on SpeechTechMag.com.)
Posted January 19, 2024

8x8 has extended its Experience Communications as a Service platform with AI-generated Video transcriptions, summaries, and action items. (Featured on SpeechTechMag.com.)
Posted January 19, 2024

Five9's cloud contact center solution is now available to users of the Google Cloud infrastructure.
Posted January 18, 2024

Broadvoice AI brings the power of IVA and advanced IVR capabilities to SMBs and BPOs.
Posted January 17, 2024

Microsoft Azure customers worldwide now have access to Cognigy's Conversational AI.
Posted January 17, 2024

Infobip's AI Hub enables businesses to build conversational customer experiences. (Featured on DestinationCRM.com.)
Posted January 12, 2024

CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024

Calabrio has acquired AI and bot analytics company Wysdom.
Posted January 09, 2024

Zendewsk's Klaus acquisition brings additional quality management capabilities.
Posted January 08, 2024

SuccessKPI's AI Scoring and AI Traffic Forecasting uses machine learning to predict outcomes and staffing needs.
Posted December 21, 2023

HGS Agent X helps contact center agents with AI to turn conversations into data and extract insights.
Posted December 21, 2023

Moneypenny's and VoiceNation's contact center solution helps prevent recruitment and staffing challenges.
Posted December 21, 2023

Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023

Talkdesk Education Smart Service is an industry-specific contact center product for colleges and universities.
Posted December 21, 2023

With its StateRAMP authorization, U.S. state and federal agencies can access the latest Genesys cloud and AI technologies to improve the customer experience.
Posted December 21, 2023

D-ID Agents is a platform for developing digital humans.
Posted December 12, 2023

Yellow.ai has earned a partner listing on Zendesk Marketplace.
Posted December 12, 2023

With Helpshift's new AI capabilities, agents can respond more effectively to customer frustration, especially in multilingual scenarios. (Featured on DestinationCRM.com.)
Posted December 12, 2023

Kustomer's KIQ Customer Assist is an AI-powered customer service chatbot.
Posted December 06, 2023

CommBox's Era AI provides customer service automation and delivers contextual responses to customers and agents. (Featured on DestinationCRM.com.)
Posted December 06, 2023

Glance's human collaboration solutions enable Genesys Cloud CX users to deliver more personal, tailored support.
Posted December 05, 2023

Cyara's CX Assurance solutions are now available to NICE users through the CXexchange Marketplace.
Posted November 30, 2023

Partnership combines CommunityWFM's contact center workforce management software with the Newbridge product suite.
Posted November 30, 2023

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
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