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8x8 Delivers AI-Powered Platform Innovations
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 and RingCentral Extend Partnership
Vodafone Business is expanding its global communications offerings to include RingCentral's native contact center solution, RingCX.
Posted July 17, 2024
The Top Customer Service Trends and Technologies for 2024
In customer service, AI is everywhere. (Featured on
DestinationCRM.com
.)
Posted July 15, 2024
Create Personalized Customer Experiences with Conversational Intelligence
Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024
CallMiner Leverages Generative AI to Enhance Post-Interaction and Real-Time Summarization
New and enhanced capabilities include automated follow-up actions and summarization editing.
Posted July 15, 2024
IntelePeer Introduces SmartCommunicator for Microsoft Teams
IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024
SuccessKPI and ConnectGen Launch Contact Center Builder
Contact Center Builder cuts cloud contact center deployment times significantly.
Posted July 09, 2024
Whither the Agent Amid AI's Rising Popularity?
My gut says the number of agents will be reduced, but I can't say that for sure.
Posted June 27, 2024
Eltropy Enhances Unified Conversations Platform
Voice+ integration, Lobby Management, and Skill-based routing 2.0 are among the upgrades to Eltropy's platform.
Posted June 26, 2024
InMoment Adds GenAI to Conversational Intelligence
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 Launches mAI Pilot
Humach's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024
Genesys and Lighthouse Works Partner to Improve Career Opportunities for the Visually Impaired
EquiVista by Lighthouse Works delivers a more accessible interface for Genesys Cloud.
Posted June 19, 2024
NICE Touts Single-Platform Design at Interactions
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 Uplevels Its Partnership with NICE
Cognigy levels up as a NICE Prime Partner to deliver AI-powered customer service automation solutions.
Posted June 11, 2024
Cisco Adds Features to Webex Contact Center
Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024
RingCentral Adds Google Chrome and Microsoft Teams Extensions to RingCX
RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications.
Posted June 05, 2024
Observe.AI Launches Next-Gen Conversation Intelligence
New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024
Meaning Partners with Five9
Meaning brings generative AI voice harmonization to Five9 Agent Desktop.
Posted June 04, 2024
Microsoft Introduces Dynamics 365 Contact Center
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024
TaskUs and Mavenoid Partner for AI-Powered Product Support
Partnership between TaksUs and Mavenoid enables self-service troubleshooting and live agent transfers for product support issues.
Posted June 03, 2024
NICE Adds Back-Office Functionality to WFM
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
Navigating the Bumpy Road of Chatbot and AI integration
Responsible AI integration requires careful planning, rigorous testing, and a commitment to ongoing learning
Posted May 28, 2024
Salesforce Expands Service Cloud's Digital Engagement Capabilities
Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024
TELUS International Partners with eGain
TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI.
Posted May 22, 2024
Zappix Partners with Vee24
Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution.
Posted May 22, 2024
Startek Launches Generative AI Platform
Startek Generative AI equips agents to address customer needs.
Posted May 21, 2024
Sabio Group's Wellbeing Companion Is Now Available in the Genesys AppFoundry
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 Introduces Cortex AI for Financial Services Firms
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 Adds AI Capabilities, Partnerships, and Integrations
LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on
DestinationCRM.com
.)
Posted May 16, 2024
Customers Look for Successes with Genesys at Xperience '24
LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024
Eltropy Launches Voice+
Eltropy Voice+ combines traditional Voice capabilities with text, video, chat, AI, and more.
Posted May 15, 2024
Avaya Enhances the Avaya Experience Platform
Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024
Calabrio Integrates with Avaya
Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024
Genesys Shepherds in a New Era of Contact Center AI at Xperience '24
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
Coveo Partners with Genesys
Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024
Vonage Integrates with Salesforce Einstein Conversation Insights
Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024
LivePerson Partners with Avaya
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
Avaya Acquires Edify
Edify brings workflow, customer journey orchestration, and other AI-powered technologies into the Avaya Experience Platform.
Posted May 09, 2024
Cloud Contact Center Market to Be Worth $86.4 Billion by 2029
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 Awarded U.S. Patent for Burnout and Attrition Indicator
Intradiem's Machine Learning Burnout and Attrition Indicator can predict agent burnout while supporting well-being in contact centers.
Posted May 07, 2024
Calabrio Launches Insights
Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024
Zingtree Launches CX Answers and CX Actions
Zingtree's CX Answers and CX Actions automate and optimize customer interactions.
Posted April 30, 2024
Avaamo Launches AI-Powered Agent Assist Copilot
Avaamo's Agent Copilot gives contact center employees guidance before, during, and after calls.
Posted April 30, 2024
8x8 Updates Its Contact Center and Unified Communications Platforms
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
TTEC and Bright Software Unveil AI-Enhanced Learning Solution
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 Adds Enhanced Accessibility Features to storm
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 Unveils XO Platform V11.0
Kore.ai's XO Platform V11.0 offers expanded AI automation.
Posted April 17, 2024
Khoros Launches Customer Care Cloud
Khoros Customer Care Cloud combines generative AI with data, automation, and digital engagement tools.
Posted April 12, 2024
Five9 Adds Zendesk Integrations
Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024
Intercom Launches Fin AI Copilot
Intercom's Fin AI Copilot is an AI assistant for customer service agents.
Posted April 10, 2024
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