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CRM
8x8 Delivers AI-Powered Platform Innovations
Platform enhancements include extending 8x8 Intelligent Customer Assistant to support voice interactions and additional AI capabilities across the entire 8x8 platform.
Posted July 26, 2024
Vonage Launches Intelligent SIP Capabilities
Vonage's Intelligent SIP drives better management of voice connectivity.
Posted July 26, 2024
Broadvoice Achieves SOC 2 Certification for CCaaS and UCaaS Platforms
Broadvoice has met Trust Services Criteria for data security protection controls.
Posted July 25, 2024
Conversational AI Market to Be Worth $54.1 Billion by 2031
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 Adds GenAI Capabilities to Connect
Amazon is adding Amazon Q and Amazon Connect Contact Lens to its Connect contact center platform.
Posted July 22, 2024
Regal.io Partners with 8x8
Regal.io has joined the 8x8 technology partner ecosystem as a SellWith8 Partner.
Posted July 19, 2024
UCaaS vs. CCaaS: The Debate Continues
The two-solution set is outdated and creates unnecessary redundancies.
Posted July 18, 2024
Helpshift Launches Language AI FAQ Translation Tool
Helpshift's Language AI FAQ Translation tool translates customer queries in 74 languages.
Posted July 18, 2024
Omilia Launches Pathfinder for Conversational AI Deployments
Omilia Pathfinder helps companies design and deploy conversation AI applications.
Posted July 17, 2024
Vodafone and RingCentral Extend Partnership
Vodafone Business is expanding its global communications offerings to include RingCentral's native contact center solution, RingCX.
Posted July 17, 2024
Salesforce Launches Einstein Service Agent
Einstein Service Agent is Salesforce's autonomous AI agent to revolutionize chatbot experiences.
Posted July 17, 2024
The Top Customer Service Trends and Technologies for 2024
In customer service, AI is everywhere. (Featured on
DestinationCRM.com
.)
Posted July 15, 2024
Create Personalized Customer Experiences with Conversational Intelligence
Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024
CallMiner Leverages Generative AI to Enhance Post-Interaction and Real-Time Summarization
New and enhanced capabilities include automated follow-up actions and summarization editing.
Posted July 15, 2024
IntelePeer Introduces SmartCommunicator for Microsoft Teams
IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024
Capacity Acquires CereProc and SmartAction
Capacity deepens its voice and contact center capabilities with CereProc and SmartAction acquisitions. (Featured on
SpeechTechMag.com
.)
Posted July 11, 2024
SuccessKPI and ConnectGen Launch Contact Center Builder
Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024
Whither the Agent Amid AI's Rising Popularity?
My gut says the number of agents will be reduced, but I can't say that for sure.
Posted June 27, 2024
Eltropy Enhances Unified Conversations Platform
Voice+ integration, Lobby Management, and Skill-based routing 2.0 are among the upgrades to Eltropy's platform.
Posted June 26, 2024
InMoment Adds GenAI to Conversational Intelligence
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 Launches mAI Pilot
Humach's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024
AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight
The advent of work-from-home contact centers has spawned a tech revolution in operations management. (Featured on
DestinationCRM.com
.)
Posted June 21, 2024
ICMI Unveils AI Optimization Assessment Tool
ICMI's AI Optimization Assessment Tool helps contact center leaders determine their readiness for AI adoption.
Posted June 21, 2024
Genesys and Lighthouse Works Partner to Improve Career Opportunities for the Visually Impaired
EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud.
Posted June 19, 2024
IR Joins the Genesys AppFoundry
IR's solution helps monitor contact center performance and productivity.
Posted June 18, 2024
A Q&A with Barry Cooper, NICE's CX Division Head
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
Contact Centers See a New Focus on Onshoring
Foreign contact centers, once the darlings of the industry, have lost some of their appeal. (Featured on
DestinationCRM.com
.)
Posted June 14, 2024
NEC Launches Univerge Blue Archiving Solution for Contact Centers
NEC Univerge Blue for Engage is an archiving solution for contact center interactions across channels.
Posted June 13, 2024
Intermedia Launches Archiving for Contact Center
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
Vonage Partners with Telstra
Vonage and Telstra partnership to help accelerate digital transformation with network APIs.
Posted June 12, 2024
NICE Touts Single-Platform Design at Interactions
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 Uplevels Its Partnership with NICE
Cognigy levels up as a NICE Prime Partner to deliver AI-powered customer service automation solutions.
Posted June 11, 2024
Five9 Launches AI Integration with Salesforce
Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences.
Posted June 06, 2024
Cisco Adds Features to Webex Contact Center
Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024
RingCentral Adds Google Chrome and Microsoft Teams Extensions to RingCX
RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications.
Posted June 05, 2024
Observe.AI Launches Next-Gen Conversation Intelligence
New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024
Sanas Unveils Noise Cancellation for Contact Center Agents
Sanas Noise Cancellation leverages patent-pending AI technology to improve conversation clarity. (Featured on
SpeechTechMag.com
.)
Posted June 05, 2024
Meaning Partners with Five9
Meaning brings generative AI voice harmonization to Five9 Agent Desktop.
Posted June 04, 2024
Talkdesk Introduces Navigator and Mood Insights
Talkdesk Navigator and mood insights give companies access to generative artificial intelligence capabilities to hyper-personalize customer experiences.
Posted June 04, 2024
Microsoft Introduces Dynamics 365 Contact Center
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024
AWS Adds Analytics Data Lake, Apple Messages Support to Amazon Connect
Amazon steps up support and integrations for its Connect contact center suite.
Posted June 03, 2024
TaskUs and Mavenoid Partner for AI-Powered Product Support
Partnership between TaksUs and Mavenoid enables self-service troubleshooting and live agent transfers for product support issues.
Posted June 03, 2024
NICE Adds Back-Office Functionality to WFM
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
Talkdesk Partners with Cognizant
The relationship combines AI solutions and industry-specific clouds from Talkdesk with Cognizant's global customer experience consulting and transformation services.
Posted May 30, 2024
Navigating the Bumpy Road of Chatbot and AI integration
Responsible AI integration requires careful planning, rigorous testing, and a commitment to ongoing learning
Posted May 28, 2024
80 Percent of Top CX Trends Involve AI
Generative and conversational AI for chatbots and virtual assistants are among the top trends identified by CX Network.
Posted May 28, 2024
Ada Enhances AI Agent
New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning.
Posted May 24, 2024
Salesforce Expands Service Cloud's Digital Engagement Capabilities
Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024
TELUS International Partners with eGain
TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI.
Posted May 22, 2024
Zappix Partners with Vee24
Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution.
Posted May 22, 2024
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