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
DRUID Conductor enables autonomous AI agent creation and orchestration.
Posted October 15, 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
Mitel Interaction Recording Insights AI analyzes customer communication data to boost quality management and compliance.
Posted October 11, 2024
The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
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
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
Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 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
Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy. (Featured on DestinationCRM.com.)
Posted September 06, 2024
Kore.ai has made its Kore.ai XO Automation and Kore.ai Contact Center AI available in AWS Marketplace.
Posted September 04, 2024
Glia Cortex now brings insights, automated workflows, and personalized self-service across digital and call center customer interactions.
Posted August 28, 2024
Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 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
A digital-first mentality is hurting modern customer service centers, requiring companies to revise their employee training with AI-powered right-skilling.
Posted August 14, 2024
Calabrio has expanded its call recording and compliance management for Cisco's Webex Calling and Contact Center.
Posted August 09, 2024
AI innovations mean interaction analytics can provide more actionable insights. (Featured on SpeechTechMag.com.)
Posted August 06, 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
Amazon is adding Amazon Q and Amazon Connect Contact Lens to its Connect contact center platform.
Posted July 22, 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
Together CommunityWFM and Kore.ai are combining AI and automation solutions to elevate contact center productivity.
Posted July 11, 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
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
The advent of work-from-home contact centers has spawned a tech revolution in operations management. (Featured on DestinationCRM.com.)
Posted June 21, 2024
NEC Univerge Blue for Engage is an archiving solution for contact center interactions across channels.
Posted June 13, 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
Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences.
Posted June 06, 2024
Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
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
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 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
New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning.
Posted May 24, 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