News Briefs

eGain's Knowledge Hub is being connected to Microsoft Teams to help agents deliver answers to customer queries. (Featured on DestinationCRM.com.)
Posted February 15, 2023

Bright Pattern Contact Center integrates with Microsoft Dynamics, Teams, and Azure Cloud and is now available on the Microsoft AppSource.
Posted February 14, 2023

Authenticx's Autoscoring Tool helps companies analyze and evaluate customer interactions. (Featured on DestinationCRM.com.)
Posted February 14, 2023

Zoho is adding collaboration capabilities with its Trident launch and Workplace upgrades.
Posted February 09, 2023

ConnectPath CX. built for Amazon Connect contact centers, now includes more it agent management, contact center operations, and reporting capabilities.
Posted February 09, 2023

Uniphore's Hexagone acquisition brings multiple signals, including voice, into the X conversational AI platform. (Featured on SpeechTechMag.com.)
Posted February 09, 2023

eGain Instant Answers helps users find relevant answer snippets from enterprise knowledge bases using generative artificial intelligence.
Posted February 08, 2023

Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023

GoTo Customer Engagement provides customer communication with two-way digital channels, including SMS campaigns, webchat, and social media.
Posted February 07, 2023

Yobi Call Summarization includes a searchable transcript, action items, and notes.
Posted February 07, 2023

Uniphore's acquisition of Red Box strengthens its ability to capture conversation data. (Featured on SpeechTechMag.com.)
Posted February 03, 2023

ID R&D's approach captures multiple biometrics, including voice, in the background during chatbot communications. )Featured on SpeechTechMag.com.)
Posted February 03, 2023

Talkdesk's integration ties Talkdesk Financial Services Experience Cloud into Jack Henry's Symitar platform.
Posted February 02, 2023

LivePerson's Conversational Cloud gets an upgrade with generative capabilities, including chatGPT.
Posted February 01, 2023

PagerDuty for Customer Service in ServiceNow CSM enables real-time, direct communication between customer service and technical teams.
Posted February 01, 2023

Observe.AI's Real-Time AI for contact centers introduces contextualized agent guidance, live supervisor coaching, and automated actions.
Posted February 01, 2023

Intercom adds GPT-3.5-enabled content composition and interaction summary features to its customer service platform.
Posted January 31, 2023

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

NICE's integration of CXone Expert and OpenAI's generative modeling enables consumers to resolve issues with automated self-service.
Posted January 26, 2023

SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on DestinationCRM.com.)
Posted January 25, 2023

Contact center outsourcer to launch operations in Cairo and Lodz.
Posted January 25, 2023

Unbabel's new free trial and demo options will allow anyone to experience Unbabel's AI-powered LangOps solutions.
Posted January 25, 2023

Glia's call center solution for financial services has been enhanced with AI-driven automation and fintech integrations.
Posted January 24, 2023

TTEC Digital's InteractionSync for Amazon Connect provides contact center agents a unified view of Amazon Connect voice interactions within Microsoft Dynamics 365.
Posted January 24, 2023

Kore.ai Experience Optimization (XO) Platform Version 10.0 includes open architecture, continuous learning, automated training, and testing.
Posted January 24, 2023

TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

Zappix teams up with Cozera to integrate self-service with secure identity authentication-as-a-service.
Posted January 18, 2023

Dialpad extends Ai Customer Intelligence to more apps, including Google, Bullhorn, ServiceNow, and HubSpot.
Posted January 18, 2023

8x8 Customer Labs is an early-access program to help enhance 8x8 XCaaS product design, features, and user experience.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Posted January 17, 2023

Cognigy is integrating large language models into its Cognigy.ai platform for contact centers.
Posted January 17, 2023

The global conversational AI market will see a CAGR of 21.6 percent through 2029, says Brandessence Market Research. (Featured on SpeechTechMag.com.)
Posted January 16, 2023

Verint gains an appointment scheduling app for con tact centers, stores, and branches with its Qudini deal. (Featured on DestinationCRM.com.)
Posted January 13, 2023

Genesys' partnership with WTT helps joint customers with cloud and digital transformations.
Posted January 13, 2023

Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023

Partnership combines Sitel's expertise in the digital CX services space with Sprinklr's Unified-CXM platform to deliver customer experiences across digital channels.
Posted January 11, 2023

Genesys and AWS plan to expand joint development and go-to-market strategies to help mutual clients accelerate digital transformations and cloud customer experience strategies.
Posted January 10, 2023

New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on DestinationCRM.com.)
Posted January 09, 2023

Companies can now access Playvox's workforce engagement solutions on Salesforce AppExchange.
Posted January 09, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

MarketsandMarkets expects the global CPaaS market to grow by nearly 30 percent per year over the next five years.
Posted January 03, 2023

Dialpad has committed $50 million to the continued research and development of artificial intelligence-related technologies. (Featured on SpeechTechMag.com.)
Posted December 28, 2022

SeaX combines Seasalt.ai's speech technologies with Twilio Flex contact center technologies. (Featured on SpeechTechMag.com.)
Posted December 27, 2022

Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on DestinationCRM.com.)
Posted December 20, 2022

Ada will use the large language models behind OpenAI's ChatGPT to increase automated resolutions for customers.  (Featured on DestinationCRM.com.)
Posted December 20, 2022

NICE's ElevateAI is a cloud-based platform to make CX applications smarter. (Featured on DestinationCRM.com.)
Posted December 16, 2022

Sitel and Genesys are teaming up to help companies move their contact centers to the cloud.
Posted December 15, 2022

Integration between Glia and Jack Henry allows financial institutions to transform customer service within the digital domain. (Featured on DestinationCRM.com.)
Posted December 13, 2022

LivePerson enhances Conversational AI to help companies strengthen customer and agent experiences. (Featured on DestinationCRM.com.)
Posted December 13, 2022
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