News Briefs

eGain's AssistGPT is a solution to automate knowledge for customer engagement. (Featured on DestinationCRM.com.)
Posted September 27, 2023

Sophie AI is TechSee's multisensory virtual agent for customer service.
Posted September 27, 2023

Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 2023

Zoom's Workforce Engagement Management Suite includes Zoom Workforce Management and Zoom Quality Management.
Posted September 25, 2023

Airkit.ai will become part of Salesforce Service Cloud upon completion of the acquisition. (Featured on DestinationCRM.com.)
Posted September 22, 2023

Forethought Autoflows brings autonomous agent capabilities to contact centers.
Posted September 22, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

Theta Lake launches Smart Capture for RingCentral Contact Center.
Posted September 20, 2023

Cresta's new offering brings cloud functionality and generative AI to on-premises contact centers.
Posted September 19, 2023

Vonage's Conversations for Salesforce adds two-way messaging to Salesforce.
Posted September 14, 2023

New PagerDuty Operations Cloud capabilities bridge the gap between customer service and technical teams.
Posted September 13, 2023

Content Guru has added to its storm cloud customer experience solution with Google Business Messages. (Featured on DestinationCRM.com.)
Posted September 07, 2023

ULTATEL's contact center has been certified for use with Microsoft Teams.
Posted September 06, 2023

Bandwidth's partnerships with Google and Cognigy lead to AIBridge, integrating AI with contact centers using Maestro.
Posted September 06, 2023

CX Cloud from Genesys and Salesforce combines capabilities and data from Salesforce Service Cloud and Genesys Cloud CX.
Posted September 06, 2023

PolyAI is enabling Genesys customers to launch voice assistants built on generative AI and large language model technologies and powered by spoken language technology. (Featured on SpeechTechMag.com.)
Posted September 05, 2023

Verified Market Research is expecting the worldwide market for conversational AI technologies to grow at a CAGR of 21 percent through 2027. (Featured on SpeechTechMag.com.)
Posted September 05, 2023

Tech Mahindra's Generative AI Powered Email amplifAIer automates email responses for contact center agents.
Posted September 01, 2023

Verint's cloud contact center suite will be available in the Microsoft Azure Marketplace.
Posted September 01, 2023

GoTo Contact Center AI Chat Analysis is an artificial intelligence-powered sentiment analysis and chat summary tool.
Posted August 30, 2023

CallTrackingMetrics' ChatAI is a conversation analytics virtual agent platform.
Posted August 30, 2023

Aculab's Prosody X Evo provides media processing and call control signaling for connectivity to both PSTN and IP networks
Posted August 30, 2023

Harnessing generative AI, Cognigy Knowledge AI is a Q&A answer delivery system.
Posted August 30, 2023

Content Guru's storm contact center platform achieves FedRAMP's highest security certification.
Posted August 30, 2023

8x8 has launched voice conversational artificial intelligence in 8x8 Intelligent Customer Assistant, expanding its self-service capabilities.
Posted August 30, 2023

TTEC Digital Contact Center Intelligence powered by Amazon Web Services helps companies add AI to their existing contact center infrastructure.
Posted August 29, 2023

Twilio's CustomerAI brings generative AI to several contact center functions, including call summarization and wrap-up and next-best action recommendations.
Posted August 23, 2023

Avaya customers can now leverage Journey.ai's cloud-based passwordless authentication solutions for contact center agents,
Posted August 23, 2023

Sendbird's SmartAssistant for Salesforce Connector provides customizable conversational AI chatbot integration. (Featured on DestinationCRM.com.)
Posted August 22, 2023

Talkdesk has integrated its Healthcare Experience Cloud platform with Epic's electronic health record (EHR) software. (Featured on SpeechTechMag.com.)
Posted August 22, 2023

The latest version of the 8x8 Phone App for Microsoft Teams provides seamless user and admin experiences and improved performance.
Posted August 17, 2023

The latest updates to CommunityWFM offers multilingual, security, and automation capabilities.
Posted August 17, 2023

Partnership pairs RingLogix's RingOS platform with Mondago's CTI connectors.
Posted August 17, 2023

Jenne becomes a North American reseller for LiveVox's cloud contact center technology.
Posted August 16, 2023

DialpadGPT is a large language model for sales, customer engagement, and recruiting.
Posted August 15, 2023

TechSee's visual automation and augmented reality platform is now integrated with Amazon Connect.
Posted August 15, 2023

Mutare combines with Genesys Cloud CX to help contact centers rid their voice channel of wasteful unwanted calls.
Posted August 15, 2023

SoundHound's Smart Answering service lets businesses handle customer service calls with voice AI. Featured on SpeechTechMag.com.)
Posted August 11, 2023

Upland Panviva and Genesys Cloud CX together will deliver omnichannel knowledge for highly regulated industries.
Posted August 09, 2023

RingCentral's RingCX and RingSense for Phone combine omnichannel contact center with conversation intelligence capabilities.
Posted August 08, 2023

Talkdesk's CX Cloud solution is on its way toward FedRAMP authorization for use by government agencies.
Posted August 08, 2023

Five9's acquisition of Aceyus will help streamline the migration of customers from on-premises to cloud and leverage contextual data for personalized experiences.
Posted August 08, 2023

Freshworks' Customer Service Suite combines Freshchat, Freshdesk, and the Freddy generative AI engine.
Posted August 03, 2023

Cogito and Medallia collaborate to enhance real-time agent guidance cues and customer journey analytics with emotion and conversation AI.
Posted August 02, 2023

Gryphon.ai's Gryph compliance and collections solution is now available with NICE's CXone platform
Posted August 02, 2023

Integration brings together UJET's and Google Cloud's Contact Center AI (CCAI) Platform with ServiceNow's enterprise service management platform.
Posted August 02, 2023

ASAPP's CoachingAI is a generative AI product to fully automate quality assurance for 100% of contact center interactions.
Posted August 01, 2023

PCI Pal's Agent Assist, Digital Payments, and IVR Payments achieved the Amazon Web Services (AWS) Service Ready designation for Amazon Connect.
Posted August 01, 2023

AudioCodes' Voca CIC enables any Microsoft Teams user to act as an agent through a one-screen, AI-first contact center.
Posted July 31, 2023

Newest capabilities include enhancements to 8x8 Supervisor Workspace, Analytics Tools and Reports, and increased global connectivity.
Posted July 27, 2023
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