News Briefs

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

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
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