IVR

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's Intelligent SIP drives better management of voice connectivity.
Posted July 26, 2024

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

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

Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024

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

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

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
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

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

Edify brings workflow, customer journey orchestration, and other AI-powered technologies into the Avaya Experience Platform.
Posted May 09, 2024

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024

MarketsandMarkets expect the conversational AI market to grow by 25 percent per year for the next six years. (Featured on SpeechTechMag.com.)
Posted April 30, 2024

Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024

Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024

Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024

SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024

New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024

New features in the NOW Platform's latest release enhance Now Assist GenAI experiences and offer intelligent automation. (Featured on DestinationCRM.com.)
Posted March 20, 2024

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

With the right strategy, impossible can become inviting when it comes to IVR interactions.
Posted March 19, 2024

Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024

Assort Health's new generative AI solution is designed to reduce wait times for medical office's call centers.
Posted March 14, 2024

Zendesk is ramping up its capabilities in AI agent automation with the Ultimate acquisition.
Posted March 13, 2024

Talkdesk extends AI and integration capabilities in healthcare with industry-specific Talkdesk Autopilot solution.
Posted March 13, 2024

iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024

GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024

Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024

InterVision's ConnectIV CX is a cloud contact center solution built on Amazon Connect.
Posted March 06, 2024

Mutare's Voice Traffic Filter is now available on the NICE CXexchange marketplace, giving NICE customers a tool that rids their voice channel of unwanted calls.
Posted March 05, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 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

Somos' RealAgent helps ensure that company outbound calls and texts reach their intended targets. (Featured on DestinationCRM.com.)
Posted January 30, 2024

New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024

Yellow.ai and Infobip have teamed up to offer generative AI-powered customer support automation.
Posted January 24, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

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.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library