News Briefs

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

NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022

Vonage Salesforce Shield Security for Vonage Contact Center adds extra compliance and security features.
Posted December 09, 2022

Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022

Waterfield's Ascend subscription solution helps contact centers migrate to the cloud. (Featured on DestinationCRM.com.)
Posted December 08, 2022

Radish Systems has made its ChoiceView Visual IVR and ChoiceView Visual Agent available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted December 08, 2022

Clickatell's new chat solution lets travel companies communicate with customers via SMS, WhatsApp, and Apple Messages.
Posted December 07, 2022

RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product.
Posted December 07, 2022

FedRAMP authorization enables government agencies to drive cloud-based contact center migration. (Featured on DestinationCRM.com.)
Posted December 06, 2022

Dialpad's Ai-Powered Customer Intelligence Platform brings automation and actionable real-time insights to businesses and contact centers. (Featured on SpeechTechMag.com.)
Posted December 06, 2022

Polaris expects the contact center analytics market to grow at a CAGR of 19.4 percent through 2030. (Featured on SpeechTechMag.com.)
Posted December 06, 2022

Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

With UJET Connect, customer service providers can take advantage of accelerated business planning and commercial incentives for cloud migration.
Posted December 02, 2022

RingCentral's Device as a Service to simplify hardware procurement for contact centers.
Posted December 02, 2022

Cognigy recognized for expertise in developing chatbot, virtual assistant, and IVR solutions.
Posted December 01, 2022

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

Acute Market Research eyes growing adoption of chatbots among smaller companies through 2030. (Featured on DestinationCRM.com.)
Posted November 25, 2022

Aivo's Video Conversational AI, developed with Synthesia, is a AI-generated video avatar to interact with customers. (Featured on DestinationCRM.com.)
Posted November 23, 2022

Playvox's Capacity Planner offers more contact center staffing needs forecasting.
Posted November 21, 2022

Talkdesk Automation Designer and Talkdesk Workspace Designer are low-code tools to customize contact center systems.
Posted November 17, 2022

Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center.
Posted November 10, 2022

TCN's latest enhancements to its Voice Analytics tools allow contact center managers to analyze operational performance.
Posted November 10, 2022

Interactions' Trustera identifies and protects sensitive information like credit card numbers in contact center interactions.
Posted November 10, 2022

The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022

CommunityWFM's workforce management software fully integrates with the Zoom Contact Center Platform.
Posted November 09, 2022

CallMiner rolled out integrations with Zoom Contact Center and Zoom Phone.
Posted November 09, 2022

Partnership leverages Verint Customer Engagement Platform and Zoom Contact Center.
Posted November 09, 2022

Observe.AI integrates with Zoom Contact Center to measure contact center agent performance and productivity.
Posted November 09, 2022

Simplr EngageNow offers chatbot technology and real human customer support in one integrated, AI-enabled platform.
Posted November 09, 2022

Caller ID Reputation launches additional enterprise solutions for organizational transparency for contact centers. (Featured on DestinationCRM.com.)
Posted November 08, 2022

ServiceNow unveils ServiceNow Employee Center for Zoom and Ticket Collaboration with Zoom Team Chat. (Featured on DestinationCRM.com.)
Posted November 08, 2022

Technavio sees increasing focus on voice quality and noise cancellation as key factors influencing the growth of the contact center headsets market.
Posted November 08, 2022

Two customer engagement platforms combine their AI capabilities to deliver differentiated customer and agent experiences for banks and credit unions. (Featured on DestinationCRM.com.)
Posted November 02, 2022

Freshworks' latest release brings additional AI and automation across its Freshchat, Freshdesk, Freshsales, and Freshmarketer portfolio. (Featured on DestinationCRM.com.)
Posted November 02, 2022

Ooma's new call flow features in Ooma Office business phone service include Call Queue Agent Log In/Log Out.
Posted November 02, 2022

NovelVox's HubSpot CTI Connectors offer smart CTI controls and supervisor features for contact centers running on Avaya and Cisco platforms.
Posted November 02, 2022
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