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Managerial and Training
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
Amazon Adds GenAI Capabilities to Connect
Amazon is adding Amazon Q and Amazon Connect Contact Lens to its Connect contact center platform.
Posted July 22, 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
CommunityWFM and Kore.ai Partner to Improve Contact Center Efficiency
Together CommunityWFM and Kore.ai are combining AI and automation solutions to elevate contact center productivity.
Posted July 11, 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
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
AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight
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 Launches Univerge Blue Archiving Solution for Contact Centers
NEC Univerge Blue for Engage is an archiving solution for contact center interactions across channels.
Posted June 13, 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
Five9 Launches AI Integration with Salesforce
Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences.
Posted June 06, 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
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
Microsoft Introduces Dynamics 365 Contact Center
Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 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
Ada Enhances AI Agent
New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning.
Posted May 24, 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
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
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
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
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
Zingtree Launches CX Answers and CX Actions
Zingtree's CX Answers and CX Actions automate and optimize customer interactions.
Posted April 30, 2024
Voice and Speech Analytics Market to Grow by $2.56 Billion Through 2027
Technavio says the growth of emotion analytics will fuel the speech industry's surge. (Featured on
SpeechTechMag.com
.)
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
Contact Center Supervisor Automation Is Key to SLA Upkeep, Sytel Says
Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.
Posted April 12, 2024
AI and Trust: Language Matters
Companies need to do a better job of selling AI to contact center leaders and employees and customers.
Posted March 28, 2024
NICE Launches Next Generation of Enlighten Copilot
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
Five9 Launches GenAI Studio
Five9's GenAI Studio offers click-and-customize generative AI for the contact center.
Posted March 26, 2024
Talkdesk Partners with Verint on WFM Product and Launches Talkdesk Ascend
Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024
NICE Launches Enlighten XM
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
AWS Adds Capabilities to Amazon Connect
Third-party integrations, auto-summarization, automated agent performance evaluations, and chat guidance round out the new Amazon Connect offerings.
Posted March 25, 2024
Uniphore Adds AI Capabilities to U-Analyze
Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on
DestinationCRM.com
.)
Posted March 21, 2024
SuccessKPI Partners with Five9
Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024
Verint Releases TimeFlex Bot
Verint TimeFlex Bot leverages AI for contact center agent scheduling.
Posted March 19, 2024
AudioCodes Adds Omnichannel Capabilities to Voca Conversational Interaction Center
AudioCodes' new omnichannel experience will support email and webchat in a one-screen Microsoft Teams contact center built in Azure.
Posted March 15, 2024
iQor Partners with NICE
iQor will harness NICE's CXone platform in its outsourcing business.
Posted March 13, 2024
GoTo Launches Contact Center Pro
GoTo's Contact Center Pro brings contact center-as-a-service technology to mid-market and enterprise businesses.
Posted March 12, 2024
Talkdesk Unveils Talkdesk Autopilot
Talkdesk Autopilot is a generative AI customer service experience with self-service use cases for banks and retailers.
Posted March 06, 2024
Calabrio Launches GovSuite
Calabrio's GovSuite cloud contact center solution is a workforce performance suite for optimized government customer service.
Posted March 06, 2024
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