IVR

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

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

Vonage's strategic partnerships with Avaamo and Syndeo enable companies to deploy industry-specific AI agents for self-service and agent intelligence.
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

Partnership combines Avaya Infinity with avatarin's AI, robotics, and real-time interaction technologies for customer interactions.
Posted May 27, 2026

GoTo Connect CX Complete unifies the full customer experience, while LogMeIn updates include agentic AI, real-time insights, deeper integrations, and enhanced security.
Posted May 20, 2026

Zendesk's new Agent Builder, omnichannel AI agents, Copilots, and outcome-based pricing round out the updated offerings.
Posted May 20, 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

WestCX Orchestrate connects conversations, campaigns, AI, and governed intelligence in one orchestration layer. (Featured on DestinationCRM.com.)
Posted April 29, 2026

Engageware Voice Agents can handle customer interactions from end to end.
Posted April 29, 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

8x8 AI Studio brings agentic AI natively to the 8x8 Platform for CX. (Featured on DestinationCRM.com.)
Posted April 15, 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

Cox Business Contact Center with RingCentral is powered by RingCentral's RingCX
Posted April 01, 2026

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

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

8x8 Engage is now available to all channel partners and customers globally.
Posted March 13, 2026

UJET's Agentic Experience Orchestration unifies CX data and AI, automates the agent experience, and consolidates enterprise systems.
Posted March 11, 2026

Boost.ai's Adaptive Voice enables dynamic agentic experiences through voice. (Featured on SpeechTechMag.com.)
Posted March 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

CommBox Era resolves customer conversations end to end, integrates with core systems, and operates within strict enterprise guardrails.
Posted January 27, 2026

8x8 Secure Pay empowers organizations with automation, conversational AI, and secure payment tools.
Posted January 23, 2026

Partnership expands Dialpad's AI-first communications platform to TD SYNNEX's global network of technology partner
Posted January 23, 2026

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

IFD is not just a technological upgrade; it's a strategic move toward holistic, data-driven customer engagement.
Posted December 05, 2025

Merger brings together SharpenCX's intelligent agent technology with Ytel's outbound customer experience capabilities. (Featured on DestinationCRM.com.)
Posted December 02, 2025

Collaboration brings together Amazon Connect voice capabilities, conversational analytics, and sentiment analysis with Zendesk Contact Center. (Featured on DestinationCRM.com.)
Posted December 02, 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

New AI capabilities enhance Five9's routing, quality management, and analytics.
Posted November 19, 2025

Phone and email will sharply decline in value in favor of digital channels, Gartner finds. (Featured on DestinationCRM.com.)
Posted November 18, 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

Teneo 8 offers scalable AI agents for hybrid AI, governance, and real-time voice automation. (Featured on DestinationCRM.com.)
Posted November 18, 2025

Mitel CX 2.0 unites AI-powered automation, flexibility, and control to elevate every touchpoint while ensuring security and data sovereignty. (Featured on DestinationCRM.com.)
Posted November 18, 2025

RingCentral's Customer Engagement Bundle introduces advanced queue management and SMS shared inbox capabilities for lightweight contact centers.
Posted November 05, 2025

RingCentral has expanded its AI Receptionist and unveiled an AI Virtual Assistant (AVA), AI Conversation Expert (ACE), and Workforce Engagement Management suite. (Featured on DestinationCRM.com.)
Posted November 04, 2025

WestCX's new Engage, LinguaAI, and Journey Insights solutions bring multilingual, measurable, and human-like communication to healthcare organizations. (Featured on DestinationCRM.com.)
Posted November 04, 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

Authenticx customers across the healthcare ecosystem can now benefit from real-time agent guidance natively within Salesforce.
Posted October 29, 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