News Briefs

Grand View Research is calling for the CEM industry to see 15.4 percent CAGR for the next seven years.
Posted July 06, 2023

Tata acquires Kaleyra, fueling its expansion into the customer interactions platform market.
Posted July 06, 2023

FedRAMP authorization enables government agencies to use Genesys Cloud CX.
Posted July 06, 2023

Salesforce's Service GPT and Sales GPT leverage generative AI for call summaries, coaching, and content generation. (Featured on DestinationCRM.com.)
Posted July 03, 2023

Partnership integrates Illuma Shield with the Glia Interaction Platform. (Featured on SpeechTechMag.com.)
Posted June 28, 2023

Twilio and Frame AI partnership brings artificial intelligence capabilities to Twilio Flex.
Posted June 28, 2023

Hammer Google Dialogflow Transformer lets DevOps teams test thousands of natural language AI-driven self-service journeys.
Posted June 28, 2023

eGain's Innovation in 30 Days lets companies try out generative AI for a month with no strings attached.
Posted June 27, 2023

NICE's CXone cloud contact center platform is found to be in alignment with the European Union's security, data protection, and compliance requirements.
Posted June 27, 2023

Invoca's PreSense product for contact centers now connects with Five9, NICE inContact, Genesys, Salesforce, Amazon Connect, and others.
Posted June 22, 2023

Sprinklr's latest quarterly release delivers AI and generative AI capabilities to supercharge agent productivity.
Posted June 22, 2023

Astound Broadband and Intermedia Cloud Communications have partnered to launch Cloud Contact Center, an omnichannel, AI-powered contact center platform.
Posted June 22, 2023

Zendesk's acquisition of Tymeshift brings AI-powered workforce management to its portfolio.
Posted June 22, 2023

UJET's new contact center mobile app lets agents handle customer service requests on the go.
Posted June 21, 2023

Technavio sees the rising adoption of cloud-based call centers as the key factor?boosting market growth of call center AI solutions.
Posted June 20, 2023

Yellow.ai's generative AI-powered chatbots and voicebots for customer and employee experience automation are now available on SAP Store.
Posted June 20, 2023

Alvaria is adding outbound capabilities, including compliance management and convenient time to call, to Avaya's platform.
Posted June 20, 2023

Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023

Cogito's new features empower front-line contact center leaders to drive improved employee and customer experiences.
Posted June 20, 2023

Cyara's acquisition of CentraCX brings insights from customer feedback to its CX transformation solutions.
Posted June 20, 2023

Observe.AI's LLM is trained on real-world contact center data and tasks and offers greater accuracy, control, and privacy for contact centers to leverage generative AI.
Posted June 20, 2023

CallMiner's RealTime product now offers agent guidance, script adherence support, and more.
Posted June 19, 2023

The Cisco Powered Services certification for Cisco Webex Contact Center and Cloud Calling assures managed services from a proven partner backed by an enterprise-class service-level agreement.
Posted June 16, 2023

ServiceNow's Now Assist for Virtual Agent is a generative AI solution to create conversational experiences for self-service.
Posted June 13, 2023

Limitless Secure Access creates new levels of security for an expanded pool of GigCX professionals.
Posted June 13, 2023

Twilio's expanded Google Cloud partnership sets the stage for joint generative AI innovation.
Posted June 08, 2023

Servion and Hammer are teaming up to accelerate the adoption of contact center automation testing
Posted June 08, 2023

Twilio CustomerAI combines the data that flows through its Customer Engagement Platform with large language models.
Posted June 07, 2023

NICE's Enlighten Copilot, Autopilot, and Actions combine generative AI with data from its CXone contact center platform. (Featured on DestinationCRM.com.)
Posted June 06, 2023

Yellow.ai combines with Genesys' marketplace of solutions with its Dynamic Automation Platform (DAP).
Posted June 06, 2023

Akkadian's unified communications provisioning automation solution now supports Webex Contact Center.
Posted June 05, 2023

Using large language models, Genesys Cloud CX helps employees with post-customer-engagement outcomes. (Featured on DestinationCRM.com.)
Posted June 05, 2023

Content Guru extends storm's sentiment analysis capabilities through Jabra Engage AI integration.
Posted May 30, 2023

TCN continues to strengthen its compliance solutions, helping its clients navigate the challenges with SMS consent and deliverability.
Posted May 30, 2023

Together Cognigy and Black Box hope to accelerate deployment of conversational AI in contact centers.
Posted May 26, 2023

Awaken and IRIS are teaming up to provide better audio solutions for transcribing and analyzing contact center interaction recordings. (Featured on SpeechTechMag.com.)
Posted May 25, 2023

Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations. (Featured on DestinationCRM.com.)
Posted May 25, 2023

Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing.
Posted May 24, 2023

PolyAI's customer-led voice assistants are now available to help AWS clients evolve their customer self-service experiences.
Posted May 23, 2023

Mutare's Voice Traffic Filter is now available on the Five9 CX Marketplace and can be integrated with the Five9 Intelligent CX Platform.
Posted May 23, 2023

Native integration combines UJET's CCaaS routing logic with the modern communication features of Microsoft Teams UCaaS.
Posted May 23, 2023

Wu will leverage AI experience to spearhead new contact center product innovation.
Posted May 22, 2023

TDCX is launching operations in Sao Paolo, Brazil, to support a game developer.
Posted May 18, 2023

Lifesize is undertaking a reorganization following its Chapter 11 filing.
Posted May 18, 2023

Aquant's Service Co-Pilot uses a ChatGPT plugin to generate recommendations to service-related problems.
Posted May 18, 2023

Zenvia's new chatbot now comes with ChatGPT to help contact center agents find answers.
Posted May 16, 2023

Genesys Cloud EX is a stand-alone solution for managing contact center and back-office employees.
Posted May 16, 2023

Simplr's Cognitive Paths offers AI training parameters and enterprise-grade security.
Posted May 11, 2023

Boost.ai's version 12 boasts a hybrid natural language understanding approach for improved accuracy.
Posted May 11, 2023

Zendesk's AI was trained using 18 billion tickets and trillions of data points.
Posted May 10, 2023
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