News Features

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
Posted April 03, 2024

New patent underscores'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
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
Posted March 04, 2024

AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on
Posted February 27, 2024

MarketsandMarkets expects the worldwide market for customer journey analytics to more than triple in six years. (Featured on
Posted February 23, 2024

Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on
Posted February 23, 2024

As large language models expand and generative AI technology advances, experts see a greater role in customer service. (Featured on
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
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
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
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
Posted November 10, 2023

The rising adoption of cloud-based contact centers will drive market growth, Technavio reports. (Featured on
Posted October 24, 2023

Generative AI is not yet ready for customer-facing use cases, Forrester asserts. (Featured on
Posted October 17, 2023

Customer service teams can use full, assisted, or attended automation and should employ all three. (Featured on
Posted October 10, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.
Posted September 20, 2023

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.
Posted September 19, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on
Posted September 05, 2023

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on
Posted September 01, 2023

Data-driven guidance provides a better agent and customer experience. (Featured on
Posted August 24, 2023

Companies are beginning to apply traditional speech analytics to their automated conversations. (Featured on
Posted August 18, 2023

Easy On Hold's Pop Smile music channel for contact center hold queues was set up to reduce customer complaints about crass lyrics.
Posted August 08, 2023

MarketsandMarkets for the first time has outlined 10 key benefits of the burgeoning contact center software market.
Posted July 31, 2023

Processes for constant improvement, flexibility, and change management need to be baked into every aspect of contact center operations. (Featured on
Posted July 18, 2023

Speech analytics are poised for 17.3 percent CAGR for the next five years, MarketsandMarkets reports. (Featured on
Posted June 29, 2023

TeamSupport and NICE execs call for companies to implement AI, self-service, standard responses, chatbots, analytics, and collaboration tools. (Featured on
Posted June 28, 2023

Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference.
Posted June 21, 2023

Genesys opened its xPerience 2023 user conference with an expanded partnership with AWS, Genesys Cloud CX innovations, and the Experience Index launch.
Posted June 20, 2023

On Day 2 of CX Connect, eGain executives highlighted 10 ways customer experience teams can use generative artificial intelligence. (Featured on
Posted June 15, 2023

Presenters on Day 2 of Verint's Engage 23 touted Verint's CCaaS platform and other digital applications to address customer needs. (Featured on
Posted June 14, 2023

AI will fuel the autonomous enterprise that Pega sees as a 2023 imperative, speakers at Pega iNspire maintain. (Featured on
Posted June 14, 2023

Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities. (Featured on
Posted June 13, 2023

Pegasystems today at its PegaWorld iNspire conference made the case for generative and analytical AI with the latest additions in Pega Infinity '23.
Posted June 12, 2023

During his morning keynote and an exclusive interview with CRM magazine, NICE's president of the CX Division, Barry Cooper, reinforced his company's commitment to artificial intelligence. (Featured on
Posted June 07, 2023

NICE CEO Barak Eilam unveiled extensions to his company's generative AI tool, Enlighen. (Featured on
Posted June 06, 2023

Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on and in CRM magazine's June 2023 issue.)
Posted June 02, 2023

Customer service leaders value tech that supports customer self-service and agent retention, Gartner finds.
Posted May 24, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

FMI projects 25 pecent CAGR for CPaaS solutions through 2032, fueled largely by chatbot adoption.
Posted April 26, 2023

Voice is still preferred by consumers despite the rise of digital support channels, says Info-Tech Research Group. (Featured on
Posted April 18, 2023

MarketsandMarkets is projecting 22.6 percent CAGR for the conversational AI market for the next five years.
Posted April 11, 2023