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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

New and enhanced capabilities include automated follow-up actions and summarization editing.
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

My gut says the number of agents will be reduced, but I can't say that for sure.
Posted June 27, 2024

Voice+ integration, Lobby Management, and Skill-based routing 2.0 are among the upgrades to Eltropy's platform.
Posted June 26, 2024

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's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024

EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud.
Posted June 19, 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

Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024

RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications.
Posted June 05, 2024

New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024

Meaning brings generative AI voice harmonization to Five9 Agent Desktop.
Posted June 04, 2024

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024

Partnership between TaksUs and Mavenoid enables self-service troubleshooting and live agent transfers for product support issues.
Posted June 03, 2024

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

Responsible AI integration requires careful planning, rigorous testing, and a commitment to ongoing learning
Posted May 28, 2024

Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024

TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI.
Posted May 22, 2024

Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution.
Posted May 22, 2024

Startek Generative AI equips agents to address customer needs.
Posted May 21, 2024

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

Glia Cortex delivers personalized self-service experiences at scale, improves agent productivity, and provides new insights for managers. (Featured on DestinationCRM.com.)
Posted May 20, 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

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
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

Intradiem's Machine Learning Burnout and Attrition Indicator can predict agent burnout while supporting well-being in contact centers.
Posted May 07, 2024

Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024

Zingtree's CX Answers and CX Actions automate and optimize customer interactions.
Posted April 30, 2024

Avaamo's Agent Copilot gives contact center employees guidance before, during, and after calls.
Posted April 30, 2024

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

New alliance combines TTEC's RealSkill curriculum development and learning methodology with Bright's AI-enhanced, immersive learning technology to improve contact center agent performance.
Posted April 24, 2024

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

Kore.ai's XO Platform V11.0 offers expanded AI automation.
Posted April 17, 2024

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

Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024

Intercom's Fin AI Copilot is an AI assistant for customer service agents.
Posted April 10, 2024

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