8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024
VCC Intelligent Workspace offers agents AI-powered guidance during customer interactions.
Posted October 17, 2024
Broadvoice has embedded CommunityWFM's Workforce Management into its GoContact CCaaS and b-hive UCaaS solutions.
Posted October 17, 2024
Calabrio's Microsoft Dynamics 365 integration provides self-service scheduling and AI-driven insights.
Posted October 16, 2024
LivePerson has added several AI and analytics offerings to its contact center portfolio.
Posted October 15, 2024
Avaya's Virtual Operations Manager concept highlights how human and artificial intelligence collaboration can alter customer experience in contact centers
Posted October 14, 2024
Aircall Workspace is a hub for agent collaboration and customer communication.
Posted October 10, 2024
Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.
Posted October 09, 2024
The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
Posted October 08, 2024
Broadvoice Advanced Analytics uses AI for enhanced reporting and journey management. (Featured on DestinationCRM.com.)
Posted October 08, 2024
Glia's Unified Interactions Index Calculator provides a guided digital process for banks and credit unions to benchmark and evaluate the impact of service interactions. (Featured on DestinationCRM.com.)
Posted October 08, 2024
CallMiner's AI framework adds automation to the analytics process. (Featured on DestinationCRM.com.)
Posted October 08, 2024
SupportLogic's Voice Connect and Expand products bring insight into customer signals. (Featured on DestinationCRM.com.)
Posted October 08, 2024
boost.ai's CX Insights enable an automatic review and deeper analysis of every customer interaction with virtual agents. (Featured on DestinationCRM.com.)
Posted October 08, 2024
Nextiva Workforce Scheduling gives team forecasting and scheduling tools for contact center agents.
Posted October 02, 2024
ServiceTitan's new AI assistants help service business contact center and sales teams. (Featured on DestinationCRM.com.)
Posted October 02, 2024
The integration of OpenAI with Twilio's Communications APIs will enable developers to create voice experiences.
Posted October 02, 2024
SuccessKPI's new WFM leverages AI for precise traffic forecasting and staffing.
Posted September 24, 2024
Vonage has become one of the first contact center providers to join Salesforce's pilot program as a premier provider for Service Cloud Voice.
Posted September 19, 2024
Talkdesk AI Rewriter and Talkdesk AI Translator help companies offer more autonomous, personal, and proactive customer engagement. (Featured on DestinationCRM.com.)
Posted September 18, 2024
Clay McNaught is promoted from president and COO roles. (Featured on DestinationCRM.com.)
Posted September 17, 2024
Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 2024
AMP empowers call center managers and CX designers to create personal AI agents with natural language instead of scripted flows.
Posted September 12, 2024
Broadvoice's new WFM tool helps companies manage operations and teams across locations, time zones, channels, and devices using AI-driven forecasting, real-time analytics, and customizable reporting tools.
Posted September 11, 2024
IntelePeer enhances automation opportunities in the contact center with Pindrop partnership.
Posted September 11, 2024
Upstream Works' Omni AI Hub supports client's choice of AI and powers virtual customer self-service and agent assistance.
Posted September 10, 2024
Kore.ai has made its Kore.ai XO Automation and Kore.ai Contact Center AI available in AWS Marketplace.
Posted September 04, 2024
NICE's Integrated Front Door is a centralized gateway for people to access government services. (Featured on DestinationCRM.com.)
Posted September 03, 2024
Glia Cortex now brings insights, automated workflows, and personalized self-service across digital and call center customer interactions.
Posted August 28, 2024
Glance's Guided CX is now available on the Five9 CX Marketplace.
Posted August 27, 2024
Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 2024
With new integration, Talkdesk CX Cloud contact center users can filter out unwanted contact center calls.
Posted August 27, 2024
Sanas makes accent reduction and noise cancellation available to Everise and Five9 contact center customers.
Posted August 22, 2024
ASAPP's contact center AI solutions are integrated with Genesys Cloud.
Posted August 22, 2024
RingCentral's latest RingCX upgrade includes native real-time agent and supervisor assist, coaching insights for quality management, and a bring-your-own IVA framework.
Posted August 21, 2024
GoTo Connect's enhancements include AI-driven customer interaction workflows, actionable customer data, and new integrations. (Featured on DestinationCRM.com.)
Posted August 20, 2024
A new multi-agency White House initiative seeks to hold businesses accountable for time-wasting customer experience processes. (Featured on DestinationCRM.com.)
Posted August 16, 2024
Five9's acquisition of Acqueon will expand its omnichannel outreach and journey orchestration capabilities. (Featured on DestinationCRM.com.)
Posted August 16, 2024
Calabrio has expanded its call recording and compliance management for Cisco's Webex Calling and Contact Center.
Posted August 09, 2024
The new Five9 Genius AI process helps companies deliver fully customizable artificial intelligence-elevated customer experiences across the customer journey.
Posted August 09, 2024
Opkit's back-office generative AI call center for medical practices follows a human-in-the-loop model.
Posted August 07, 2024
xFind's precision-guided RAG technology will serve as a unified knowledge copilot for SupportLogic. (Featured on DestinationCRM.com.)
Posted August 01, 2024
Calabrio's and Five9's integration brings real-time audio and metadata streaming to contact centers.
Posted July 31, 2024
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
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