Infrastructure & Hardware

8x8 AI Routing connects customers to the best expert across channels and the entire organization.
Posted June 24, 2026

New capability adds trusted identity verification to the start of customer interactions.
Posted June 24, 2026

Five9 Voice AI Agents provide human-like conversations, real-time responsiveness, enterprise-grade governance, and seamless AI + Human collaboration.
Posted June 24, 2026

Alorica is making Crescendo's CX platform available to its customers. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Talkdesk Agent Builder enables teams to create, test, and validate AI agents before deployment. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Partnership enables companies to scale automation while meeting industry compliance standards. (Featured on DestinationCRM.com.)
Posted June 23, 2026

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

TELUS Digital and Cresta have partnered to deliver AI agents and augment human agents.
Posted June 16, 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

NiCE World speakers highlight returns from AI when many other companies are struggling to find ROI. (Featured on DestinationCRM.com.)
Posted June 10, 2026

During NEXUS pre-conference talks delivered as part of NiCE World 2026, speakers pointed to serious gains from AI. (Featured on DestinationCRM.com.)
Posted June 09, 2026

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

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.
Posted June 01, 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

Partnership brings the Hyro specialized, healthcare-native AI agents to the Five9 Intelligent Cloud Contact Center.
Posted May 26, 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

Brainfish Live Agent Handoff for Zendesk is a structural fix for the dead-end AI handoff problem.
Posted May 20, 2026

Ribbon's cloud-native technology comes to Salesforce's Agentforce Contact Center in the Public Cloud.
Posted May 14, 2026

Agent Steward on the Delight.ai platform is backed by new Trust OS 2.0 and Voice 2.0 capabilities that enable AI systems to autonomously self-correct and engage customers proactively.
Posted May 07, 2026

GoTo Grasshopper's new features include AI call transcripts and summaries, voicemail and sentiment insights, and AI receptionist capabilities.
Posted May 07, 2026

Aircall acquires Vogent to advance its AI Voice Agent built natively into business phones. (Featured on SpeechTechMag.com.)
Posted May 07, 2026

Twilio's new platform capabilities orchestrate context-rich conversations with persistent memory across multiple channels for humans and AI agents
Posted May 06, 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

With HubSpot integration, CallRail Voice Assist uses CRM data to recognize callers instantly for personalized conversations. (Featured on DestinationCRM.com.)
Posted April 30, 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

Twilio's new Flex SDK and Salesforce Voice integration accelerate contact center deployment with human-in-the-loop capabilities.
Posted April 16, 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

Integration brings EPIC patient records and NiCE CXone communications together in one interface. Featured on DestinationCRM.com.)
Posted April 13, 2026

Segra SkyVoice is a unified communications and contact center platform built on a fiber network.
Posted April 07, 2026

When it comes to customer experience, companies need to be deliberate about what they hold vs. what they rent.
Posted April 03, 2026

GetVocal's Control Center includes a governance layer that enables human-in-the-loop operations, allowing AI to handle customer interactions while humans stay in control of critical decisions.
Posted April 01, 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

The future of CX isn't better integrations, it's fewer of them.
Posted March 27, 2026

Vonage Contact Center with ServiceNow Voice integrates enterprise-grade voice and AI capabilities directly into enterprise workflows.
Posted March 24, 2026

Live Intelligence Studio helps organizations build and manage AI agents, while other additions include branded calling, deepfake detection, AI-augmented customer care, and agentic telephony.
Posted March 19, 2026

Ringover's Ask Empower 2.0 AI assistant now features native conversational AI capability, from individual call transcript analysis to analyzing all historical and omnichannel conversations.
Posted March 18, 2026

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