Analytics

New integration combines Webex Contact Center with SuccessKPI's workforce engagement management platform to optimize performance across human and AI agents.
Posted July 17, 2026

New solutions from PWC US and OpenAI combine advanced AI with industry expertise to deliver personalized, efficient, and scalable customer experiences. (Featured on DestinationCRM.com.)
Posted July 17, 2026

Verint CEO David Rhodes told conference attendees that Verint continues to gain steam under Thoma Bravo and unveiled agentic AI capabilities.
Posted June 24, 2026

8x8 AI Routing connects customers to the best expert across channels and the entire organization.
Posted June 24, 2026

Krisp's new capabilities cover 100% of calls for quality and compliance, and protect every live interaction against synthetic caller fraud, real-time social engineering, and agent identity fraud.
Posted June 24, 2026

Partnership enables companies to scale automation while meeting industry compliance standards. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Agentic AI guidance expands CallMiner RealTime, delivering on-demand, context-aware support to contact center agents during live customer interactions. (Featured on DestinationCRM.com.)
Posted June 22, 2026

Medallia to transfer ownership to a group led by Blackstone, Apollo, and FSK and reposition itself. (Featured on DestinationCRM.com.)
Posted June 18, 2026

Alvaria and Parloa are teaming up for compliant, high-performance AI agents for CX.
Posted June 18, 2026

As AI's capabilities grow, the impact on the contact center will be even more transformational, conference speakers conclude. (Featured on DestinationCRM.com.)
Posted June 11, 2026

NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)
Posted June 10, 2026

During NEXUS pre-conference talks delivered as part of NiCE World 2026, speakers pointed to serious gains from AI. (Featured on DestinationCRM.com.)
Posted June 09, 2026

Integrated cloud PBX and contact center platform extends AI, analytics, and operational intelligence across the organization.
Posted June 09, 2026

8x8 Pulse provides conversational intelligence, while 8x8 Resolve provides critical communication management. (Featured on DestinationCRM.com.)
Posted June 03, 2026

Modulate has released its flagship Velma model through its developer API. (Featured on SpeechTechMag.com.)
Posted June 03, 2026

Zendesk Support Assistant integrates Microsoft Agent 365 to support employees through AI-powered workflows inside Microsoft Teams, Outlook, Word, and more.
Posted June 03, 2026

Broadvoice GoEngage and AI Analyst bring voice AI and conversational insights to GoContact.
Posted June 03, 2026

Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence join Afiniti Pairing in one platform to help contact centers manage support issues and protect customer lifetime value.
Posted May 28, 2026

Capacity's AI Analytics Assistant lets users ask natural language questions about their Capacity data and generate executive-ready insights, charts, and reports.
Posted May 26, 2026

Most contact center AI failures trace back to stale source content in the help center, not to the model, and three operational fixes restore accuracy without buying anything new.
Posted May 20, 2026

Joint solution pairs capabilities from NiCE CXone with ServiceNow Customer Service Management.
Posted May 08, 2026

SoundHound's OASYS helps businesses create conversational AI agents that will build and continually improve themselves across digital or physical channels.
Posted May 05, 2026

8x8 Platform for CX now includes capabilities for artificial intelligence agent development, analytics, mobile authentication, and managing front-line teams.
Posted May 05, 2026

3CLogic's latest updates to Voice AI Hub include new outbound voice AI agents, multimodal voice AI capabilities, and automated AI agent evaluations. (Featured on DestinationCRM.com.)
Posted April 28, 2026

ALDO Group improved its customer experiences with Five9.
Posted April 17, 2026

Contact center-as-a-service solutions remain a core platform, but their roles are evolving. (Featured on DestinationCRM.)
Posted April 15, 2026

Partnership delivers Google Cloud CCaaS and Gemini Enterprise for Customer Experience through AVANT's Global Network of Trusted Advisors.
Posted April 13, 2026

Modulate's Velma Deepfake Detect enables full-call deepfake detection at production scale.
Posted April 01, 2026

AI is opening new doors for contact center agents, managers, and customers. (Featured on DestinationCRM.com.)
Posted April 01, 2026

Cyara's new voice agent testing and AI governance modules deliver continuous validation for autonomous CX. (Featured on DestinationCRM.com.)
Posted March 31, 2026

Forethought deal enables Zendesk to advance its resolution platform with self-improving AI agents. (Featured on DestinationCRM.com.)
Posted March 31, 2026

Vonage Contact Center with ServiceNow Voice integrates enterprise-grade voice and AI capabilities directly into enterprise workflows.
Posted March 24, 2026

With Amazon Cionnect's new AI Assistant, contact center managers can query systems for improved oversight.
Posted March 18, 2026

LivePerson Sync enables seamless integration with systems like Salesforce, Microsoft, and ServiceNow, bringing CRM data and workflows directly into the live agent workspace. (Featured on DestinationCRM.com.)
Posted March 17, 2026

Vida's latest AI Agent Operating System Release delivers omnichannel capabilities, centralized control, and flexible integrations. (Featured on DestinationCRM.com.)
Posted February 10, 2026

Cisco partners with ServiceNow to deliver a cloud-native contact center solution for ServiceNow CSM, CRM, and ITSM environments.
Posted February 10, 2026

Calabrio Omni Agent Intelligence for Calabrio ONE unifies quality and performance across human and AI agents. (Featured on DestinationCRM.com.)
Posted January 15, 2026

Polaris Market Research projects the global speech analytics market to reach $11.452 billion by 2032. (Featured on SpeechTechMag.com.)
Posted January 12, 2026

CallTrackingMetrics' name change reflects a shift from a call analytics provider to a platform built to interpret and optimize every customer conversation across all channels. (Featured on DestinationCRM.com.)
Posted January 12, 2026

Kustomer customers can now resolve "Where is my order?" and "Where is my refund?" requests with real-time order, shipping, and returns data inside a single view. (Featured on DestinationCRM.com.)
Posted December 17, 2025

AI automation and observability assistants give CX teams instant clarity into their workflows and AI behavior.
Posted December 05, 2025

Latest partnership will leverage 3CLogic's Communication Platform as a Service (CPaaS) and Contact Center as a Service (CCaaS) infrastructure to complement ServiceNow's AI Experience. (Featured on DestinationCRM.com.)
Posted December 02, 2025

AVOXI's Proactive Service offering is a diagnostic solution to preemptively identify and fix global voice channel vulnerabilities. (Featured on DestinationCRM.com.)
Posted November 20, 2025

New capabilities across the 8x8 Platform for CX help teams resolve issues on first contact, streamline follow-ups, and work more efficiently. (Featured on DestinationCRM.com.)
Posted November 20, 2025

ASAPP's CXP turns every customer interaction into governed, intelligent action by unifying interactions, systems, and data across voice and digital channels.
Posted November 19, 2025

The UJET deal with Spiral adds foundational building blocks for conversational AI, predictive analytics, and business intelligence. (Featured on DestinationCRM.com.)
Posted November 18, 2025

The numbers that mattered yesterday won't get us where we need to go tomorrow. AI gives us the data, speed, and insight to finally align CX metrics with customer and business reality.
Posted October 31, 2025

Alliance brings together Tata Communications Kaleyra and NiCE CXone Mpower platforms to deliver seamless, AI-powered customer experiences at scale. (Featured on DestinationCRM.com.)
Posted October 30, 2025

HGS Interaction Intelligence enables companies to analyze nearly 100 percent of interactions across channels. (Featured on DestinationCRM.com.)
Posted October 28, 2025

NiCE Cognigy's new AI command center delivers real-time control, visibility, and assurance to keep enterprise AI Agents always-on and trusted. (Featured on DestinationCRM.com.)
Posted October 17, 2025

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Webinars

More Webinars

Content Library

More Content Library