Automated Support

Meticulous Research expects the conversational AI market to grow by 23.9 percent CAGR over the next seven years. (Featured on SpeechTechMag.com.)
Posted July 23, 2024

Amazon is adding Amazon Q and Amazon Connect Contact Lens to its Connect contact center platform.
Posted July 22, 2024

Regal.io has joined the 8x8 technology partner ecosystem as a SellWith8 Partner.
Posted July 19, 2024

Helpshift's Language AI FAQ Translation tool translates customer queries in 74 languages.
Posted July 18, 2024

Vodafone Business is expanding its global communications offerings to include RingCentral's native contact center solution, RingCX.
Posted July 17, 2024

Einstein Service Agent is Salesforce's autonomous AI agent to revolutionize chatbot experiences.
Posted July 17, 2024

In customer service, AI is everywhere. (Featured on DestinationCRM.com.)
Posted July 15, 2024

Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024

New and enhanced capabilities include automated follow-up actions and summarization editing.
Posted July 15, 2024

IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024

Together CommunityWFM and Kore.ai are combining AI and automation solutions to elevate contact center productivity.
Posted July 11, 2024

Capacity deepens its voice and contact center capabilities with CereProc and SmartAction acquisitions. (Featured on SpeechTechMag.com.)
Posted July 11, 2024

Voice+ integration, Lobby Management, and Skill-based routing 2.0 are among the upgrades to Eltropy's platform.
Posted June 26, 2024

InMoment's newest Conversation Intelligence features help companies unlock insights from contact center conversations using AI, NLP, and LLM and integrate contact center data from chats, emails and calls with other feedback channels.
Posted June 25, 2024

Humach's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024

EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud.
Posted June 19, 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

The human touch in contact center interactions will become a rare opportunity for differentiation. (Featured on DestinationCRM.com.)
Posted June 14, 2024

NEC Univerge Blue for Engage is an archiving solution for contact center interactions across channels.
Posted June 13, 2024

Intermedia Archiving for Contact Center joins Intermedia Archiving for Unite to create a seamless archiving solution for both unified communications and contact center.
Posted June 12, 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

Cognigy levels up as a NICE Prime Partner to deliver AI-powered customer service automation solutions.
Posted June 11, 2024

Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences.
Posted June 06, 2024

Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024

RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications.
Posted June 05, 2024

New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024

Meaning brings generative AI voice harmonization to Five9 Agent Desktop.
Posted June 04, 2024

Talkdesk Navigator and mood insights give companies access to generative artificial intelligence capabilities to hyper-personalize customer experiences.
Posted June 04, 2024

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024

Amazon steps up support and integrations for its Connect contact center suite.
Posted June 03, 2024

Partnership between TaksUs and Mavenoid enables self-service troubleshooting and live agent transfers for product support issues.
Posted June 03, 2024

The latest NICE WFM release advances True-To-Interval (TTI) capabilities, enabling organizations to fuse front- and back-office CX operations. (Featured on DestinationCRM.com.)
Posted May 31, 2024

Responsible AI integration requires careful planning, rigorous testing, and a commitment to ongoing learning
Posted May 28, 2024

Generative and conversational AI for chatbots and virtual assistants are among the top trends identified by CX Network.
Posted May 28, 2024

New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning.
Posted May 24, 2024

Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024

TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI.
Posted May 22, 2024

Startek Generative AI equips agents to address customer needs.
Posted May 21, 2024

Atento AI Studio is a comprehensive AI platform to elevate customer experience and efficiency.
Posted May 21, 2024

Sabio's Wellbeing Companion aims to boost contact center agent well-being and performance through artificial intelligence, analytics, and human insight.
Posted May 21, 2024

Glia Cortex delivers personalized self-service experiences at scale, improves agent productivity, and provides new insights for managers. (Featured on DestinationCRM.com.)
Posted May 20, 2024

LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on DestinationCRM.com.)
Posted May 16, 2024

LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024

Eltropy Voice+ combines traditional Voice capabilities with text, video, chat, AI, and more.
Posted May 15, 2024

Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024

Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024

Expansion of Avaya partnership to include Alvaria CX Premier enterprise-scale omnichannel compliant outbound engagement
Posted May 14, 2024