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Cloud-based Support
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
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The two-solution set is outdated and creates unnecessary redundancies.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
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
IntelePeer Introduces SmartCommunicator for Microsoft Teams
IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024
SuccessKPI and ConnectGen Launch Contact Center Builder
Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 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
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
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
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
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
Sabio Group's Wellbeing Companion Is Now Available in the Genesys AppFoundry
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
LivePerson Adds AI Capabilities, Partnerships, and Integrations
LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on
DestinationCRM.com
.)
Posted May 16, 2024
Customers Look for Successes with Genesys at Xperience '24
LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024
Avaya Enhances the Avaya Experience Platform
Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024
Calabrio Integrates with Avaya
Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024
Genesys Shepherds in a New Era of Contact Center AI at Xperience '24
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
Coveo Partners with Genesys
Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024
Vonage Integrates with Salesforce Einstein Conversation Insights
Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024
Alvaria Expands Avaya Partnership
Expansion of Avaya partnership to include Alvaria CX Premier enterprise-scale omnichannel compliant outbound engagement
Posted May 14, 2024
LivePerson Partners with Avaya
Avaya and LivePerson have integrated their product, go-to-market, and services to provide a unified, omnichannel suite for customers with on-premises, hybrid, or cloud contact centers.
Posted May 13, 2024
Avaya and RingCentral Expand Partnership
New hybrid solution empowers customers to combine Avaya investments with collaboration capabilities from RingCentral.
Posted May 13, 2024
Avaya Acquires Edify
Edify brings workflow, customer journey orchestration, and other AI-powered technologies into the Avaya Experience Platform.
Posted May 09, 2024
Cloud Contact Center Market to Be Worth $86.4 Billion by 2029
MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024
Calabrio Launches Insights
Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024
Salesforce Launches Unified Knowledge
Salesforce's Unified Knowledge collects information from third-party systems and integrates it into Salesforce.
Posted May 06, 2024
RingCentral Launches RingSense AI APIs and Workflow Builder
Enhancements include new capabilities for embedding AI, video, and social messaging into workflows.
Posted April 30, 2024
8x8 Updates Its Contact Center and Unified Communications Platforms
Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024
Content Guru Adds Enhanced Accessibility Features to storm
Content Guru's storm becomes the first contact center-as-a-service (CCaaS) platform to meet the WCAG 2.2 criteria.
Posted April 23, 2024
8x8 Launches Operator Connect for Microsoft Teams
8x8 Operator Connect is a native contact center solution certified to integrate with Teams.
Posted April 16, 2024
Khoros Launches Customer Care Cloud
Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024
Intento Launches Intento Translator for Salesforce ServiceCloud
Intento Translator for Salesforce ServiceCloud automatically translates content across customer service chat interactions in real time for both the agent and customer. (Featured on
DestinationCRM.com
.)
Posted April 09, 2024
Salesforce Launches Unified Conversations for WhatsApp
Salesforce's Unified Conversations for WhatsApp transforms one-way marketing promotions or service requests into dynamic, two-way conversations from a single WhatsApp number. (Featured on
DestinationCRM.com
.)
Posted April 09, 2024
Brightspeed Launches Brightspeed Voice+ with RingCentral
Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024
Verint Expands Integration with Webex by Cisco
the Verint Open Platform's unified data hub has been integrated with Webex Contact Center.
Posted April 03, 2024
eGain Releases AssistGPT for CCaaS
eGain's AssistGPT for CCaaS is a generative artificial intelligence tool that helps cloud contact center users automate the knowledge management lifecycle.
Posted March 28, 2024
NICE Launches Next Generation of Enlighten Copilot
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
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