News Briefs

Expanded partnership brings generative artificial intelligence tools to Mitel's contact center solutions.
Posted November 12, 2024

Intradiem's real-time contact center automation technology comes to Five9's cloud-based Intelligent CX platform.
Posted November 12, 2024

RingCentral and Verint team up to bring AI-powered workforce engagement management and CX automation to RingCX
Posted November 07, 2024

Pindrop provides real-time authentication and fraud protection for companies natively with the Five9 Intelligent CX Platform
Posted November 05, 2024

NICE's CXone Mpower SmartSpeak enables real-time translation of contact center interactions.
Posted November 05, 2024

Business Systems and Teneo.ai have teamed up to provide contact centers with advanced voice automation and generative AI.
Posted November 05, 2024

Kustomer's new customer service platform blends AI and human agents.
Posted October 31, 2024

RingCentral's AI Assistant can generate notes, write and translate texts, summarize meetings, and more.
Posted October 31, 2024

With Calabrio Trending Topics and Auto QM, contact centers can now leverage AI to automate the evaluation of every customer interaction and identify the most common reasons for customer inquiries.
Posted October 30, 2024

Klearcom provides in-country number and IVR testing in more than 100 countries worldwide.
Posted October 30, 2024

Cisco's new AI, CX, and collaboration enhancements include Webex Contact Center upgrades.
Posted October 23, 2024

New integrations provide a more comprehensive customer view, creating AI-powered workflows between GoTo Connect and CRM solutions.
Posted October 22, 2024

Talkdesk rebrands its portfolio as Ascend AI with the addition of Agentic AI.
Posted October 22, 2024

CXone Mpower revolutionizes AI for customer service on a unified hyper platform, enabling companies to design, build, and operate automation for workflows, agents, and knowledge.
Posted October 22, 2024

Authenticx's Ava enables organizations to navigate customer data and access feedback. (Featured on DestinationCRM.com.)
Posted October 22, 2024

8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024

VCC Intelligent Workspace offers agents AI-powered guidance during customer interactions.
Posted October 17, 2024

Broadvoice has embedded CommunityWFM's Workforce Management into its GoContact CCaaS and b-hive UCaaS solutions.
Posted October 17, 2024

Calabrio's Microsoft Dynamics 365 integration provides self-service scheduling and AI-driven insights.
Posted October 16, 2024

DRUID Conductor enables autonomous AI agent creation and orchestration.
Posted October 15, 2024

LivePerson has added several AI and analytics offerings to its contact center portfolio.
Posted October 15, 2024

Avaya's Virtual Operations Manager concept highlights how human and artificial intelligence collaboration can alter customer experience in contact centers
Posted October 14, 2024

Mitel Interaction Recording Insights AI analyzes customer communication data to boost quality management and compliance.
Posted October 11, 2024

Intercom's new Fin 2 AI agent supports new channels, data sources, interaction types, and more.
Posted October 10, 2024

Aircall Workspace is a hub for agent collaboration and customer communication.
Posted October 10, 2024

DRUID QA Agent is an automated quality assurance testing suite to ensure AI agents give the right answers.
Posted October 09, 2024

The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
Posted October 08, 2024

Broadvoice Advanced Analytics uses AI for enhanced reporting and journey management. (Featured on DestinationCRM.com.)
Posted October 08, 2024

Glia's Unified Interactions Index Calculator provides a guided digital process for banks and credit unions to benchmark and evaluate the impact of service interactions. (Featured on DestinationCRM.com.)
Posted October 08, 2024

CallMiner's AI framework adds automation to the analytics process. (Featured on DestinationCRM.com.)
Posted October 08, 2024

SupportLogic's Voice Connect and Expand products bring insight into customer signals. (Featured on DestinationCRM.com.)
Posted October 08, 2024

boost.ai's CX Insights enable an automatic review and deeper analysis of every customer interaction with virtual agents. (Featured on DestinationCRM.com.)
Posted October 08, 2024

Nextiva Workforce Scheduling gives team forecasting and scheduling tools for contact center agents.
Posted October 02, 2024

ServiceTitan's new AI assistants help service business contact center and sales teams. (Featured on DestinationCRM.com.)
Posted October 02, 2024

The integration of OpenAI with Twilio's Communications APIs will enable developers to create voice experiences.
Posted October 02, 2024

Fluentstream customers can connect their CRM platforms to their business phone systems for enhanced client management. (Featured on DestinationCRM.com.)
Posted October 01, 2024

Verint's bots have been integrated into the Avaya Experience Platform.
Posted October 01, 2024

Talkdesk's Healthcare Experience Cloud for Payers is an AI-powered contact center solution purpose-built for healthcare insurance providers. (Featured on DestinationCRM.com.)
Posted September 25, 2024

SuccessKPI's new WFM leverages AI for precise traffic forecasting and staffing.
Posted September 24, 2024

Vonage has become one of the first contact center providers to join Salesforce's pilot program as a premier provider for Service Cloud Voice.
Posted September 19, 2024

Talkdesk AI Rewriter and Talkdesk AI Translator help companies offer more autonomous, personal, and proactive customer engagement. (Featured on DestinationCRM.com.)
Posted September 18, 2024

Yellow.ai's VoiceX platform is a low-latency, LLM-powered customer communications platform. (Featured on DestinationCRM.com.)
Posted September 17, 2024

Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 2024

8x8 has expanded the availability of Video Elevation capabilities to 8x8 Contact Center.
Posted September 13, 2024

The Mitel Common Communications Framework is an open blueprint for interoperability across on-premises and customer, partner, or Mitel-hosted cloud models.
Posted September 13, 2024

With Salesforce's Agentforce, organizations can build, customize, and deploy their own AI agents with low-code tools. (Featured on DestinationCRM.com.)
Posted September 13, 2024

AMP empowers call center managers and CX designers to create personal AI agents with natural language instead of scripted flows.
Posted September 12, 2024

Broadvoice's new WFM tool helps companies manage operations and teams across locations, time zones, channels, and devices using AI-driven forecasting, real-time analytics, and customizable reporting tools.
Posted September 11, 2024

IntelePeer enhances automation opportunities in the contact center with Pindrop partnership.
Posted September 11, 2024

Salesforce's acquisition of Tenyx will extend voice capabilites to Salesforce's chatbots. (Featured on SpeechTechMag.com.)
Posted September 10, 2024
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