Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says
Posted October 17, 2024
Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.
Posted October 09, 2024
Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry. (Featured on DestinationCRM.com.)
Posted September 30, 2024
CX automation is the only way forward, and AI technology is changing the game, Verint CEO Dan Bodner said at his company's Engage conference Tuesday. (Featured on DestinationCRM.com.)
Posted September 25, 2024
Artificial intelligence produces impressive results for companies willing to take a chance on it, speakers point out at Verint's annual conference. (Featured on DestinationCRM.com.)
Posted September 24, 2024
Clay McNaught is promoted from president and COO roles. (Featured on DestinationCRM.com.)
Posted September 17, 2024
MarketsandMarkets projects 44.8 percent CAGR for the AI agent technology market over the next six years. (Featured on SpeechTechMag.com.)
Posted September 16, 2024
ServiceNow's new Xanadu release offers plenty of generative AI enhancements to the NOW platform. (Feaatured on DestinationCRM.com.)
Posted September 11, 2024
Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy. (Featured on DestinationCRM.com.)
Posted September 06, 2024
CRM magazine has named its five picks in 11 categories, pointing the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 04, 2024
Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 2024
A new multi-agency White House initiative seeks to hold businesses accountable for time-wasting customer experience processes. (Featured on DestinationCRM.com.)
Posted August 16, 2024
AI innovations mean interaction analytics can provide more actionable insights. (Featured on SpeechTechMag.com.)
Posted August 06, 2024
Technavio projects 55 percent growth over the next four years for the conversational computing technology market. (Featured on DestinationCRM.com.)
Posted July 30, 2024
Technavio expects the rise of emerging countries as call center destinations to boost the market growth.
Posted July 22, 2024
In customer service, AI is everywhere. (Featured on DestinationCRM.com.)
Posted July 15, 2024
Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024
The advent of work-from-home contact centers has spawned a tech revolution in operations management. (Featured on DestinationCRM.com.)
Posted June 21, 2024
Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on DestinationCRM.com.)
Posted June 18, 2024
Foreign contact centers, once the darlings of the industry, have lost some of their appeal. (Featured on DestinationCRM.com.)
Posted June 14, 2024
Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024. (Featured on DestinationCRM.com.)
Posted June 13, 2024
NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event. (Featured on DestinationCRM.com.)
Posted June 12, 2024
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024
Generative and conversational AI for chatbots and virtual assistants are among the top trends identified by CX Network.
Posted May 28, 2024
LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024
The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management in the new Unified Experience from Genesys and ServiceNow. (Featured on DestinationCRM.com.)
Posted May 07, 2024
Technavio says the growth of emotion analytics will fuel the speech industry's surge. (Featured on SpeechTechMag.com.)
Posted April 30, 2024
New alliance combines TTEC's RealSkill curriculum development and learning methodology with Bright's AI-enhanced, immersive learning technology to improve contact center agent performance.
Posted April 24, 2024
Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024
How companies can help users feel safe by better securing voice assistant data. (Featured on SpeechTechMag.com.)
Posted April 03, 2024
New patent underscores Openstream.ai's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.
Posted March 19, 2024
Voice AI assistants add essential functionality for customers and agents. (Featured on DestinationCRM.com.)
Posted March 04, 2024
Research firm MarketsandMarkets is expecting 17.5 percent compound annual growth for speech analytics worldwide over the next five years. (Featured on SpeechTechMag.com.)
Posted March 04, 2024
AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on DestinationCRM.com.)
Posted February 27, 2024
MarketsandMarkets expects the worldwide market for customer journey analytics to more than triple in six years. (Featured on DestinationCRM.com.)
Posted February 23, 2024
Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on DestinationCRM.com.)
Posted February 23, 2024
As large language models expand and generative AI technology advances, experts see a greater role in customer service. (Featured on DestinationCRM.com.)
Posted February 15, 2024
Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Posted February 05, 2024
Researchers from Azoth Analytics expect the cloud contact center market to grow by nearly 20 percent per year over the next five years.
Posted January 18, 2024
Companies have reverted back to their bad habits after a sudden surge during the COVID-19 pandemic, KPMG notes in its U.S. Customer Experience Excellence report. (Featured on DestinationCRM.com.)
Posted January 17, 2024
TechSci Research is expecting the worldwide contact center artificial intelligence market to grow by 24.5 percent per year through 2028. (Featured on DestinationCRM.com.)
Posted January 09, 2024
NORAD's hotline for tracking Santa will use contact center technology from AWS this year.
Posted December 21, 2023
New developer tools are steering automation creation. (Featured on DestinationCRM.com.)
Posted December 06, 2023
Amazon's generative AI introductions include Amazon Q, Amazon Connect Contact Lens, Amazon Lex in Amazon Connect, and Amazon Connect Customer Profiles.
Posted November 28, 2023
Be My Eyes offers AI visual support for blind and low-vision customers.
Posted November 16, 2023
TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing. (Featured on DestinationCRM.com.)
Posted November 10, 2023
The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on SpeechTechMag.com.)
Posted October 24, 2023
Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on DestinationCRM.com.)
Posted October 17, 2023