Managerial and Training

New integration combines Webex Contact Center with SuccessKPI's workforce engagement management platform to optimize performance across human and AI agents.
Posted July 17, 2026

New solutions from PWC US and OpenAI combine advanced AI with industry expertise to deliver personalized, efficient, and scalable customer experiences. (Featured on DestinationCRM.com.)
Posted July 17, 2026

Cresta Training Simulator uses AI agents to provide dynamic training to human agents.
Posted July 10, 2026

Verint CEO David Rhodes told conference attendees that Verint continues to gain steam under Thoma Bravo and unveiled agentic AI capabilities.
Posted June 24, 2026

8x8 AI Routing connects customers to the best expert across channels and the entire organization.
Posted June 24, 2026

Krisp's new capabilities cover 100% of calls for quality and compliance, and protect every live interaction against synthetic caller fraud, real-time social engineering, and agent identity fraud.
Posted June 24, 2026

Partnership enables companies to scale automation while meeting industry compliance standards. (Featured on DestinationCRM.com.)
Posted June 23, 2026

Agentic AI guidance expands CallMiner RealTime, delivering on-demand, context-aware support to contact center agents during live customer interactions. (Featured on DestinationCRM.com.)
Posted June 22, 2026

Medallia to transfer ownership to a group led by Blackstone, Apollo, and FSK and reposition itself. (Featured on DestinationCRM.com.)
Posted June 18, 2026

Alvaria and Parloa are teaming up for compliant, high-performance AI agents for CX.
Posted June 18, 2026

As AI's capabilities grow, the impact on the contact center will be even more transformational, conference speakers conclude. (Featured on DestinationCRM.com.)
Posted June 11, 2026

Integrated cloud PBX and contact center platform extends AI, analytics, and operational intelligence across the organization.
Posted June 09, 2026

Amid AI advances, leaders are pursuing workforce redesign rather than elimination, Gartner finds. (Featured on DestinationCRM.com.)
Posted June 03, 2026

Zendesk Support Assistant integrates Microsoft Agent 365 to support employees through AI-powered workflows inside Microsoft Teams, Outlook, Word, and more.
Posted June 03, 2026

Most AI pilots in call centers fail because companies adopt AI before building the business clarity, process discipline, infrastructure readiness, and agent adoption needed to turn pilots into measurable performance gains.
Posted June 01, 2026

Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence join Afiniti Pairing in one platform to help contact centers manage support issues and protect customer lifetime value.
Posted May 28, 2026

Assembled's new MCP server lets workforce management and support leaders diagnose, plan, and act on workforce data from Claude, ChatGPT, or any MCP-compatible AI assistant. (Featured on DestinationCRM.com.)
Posted May 22, 2026

GoTo Connect CX Complete unifies the full customer experience, while LogMeIn updates include agentic AI, real-time insights, deeper integrations, and enhanced security.
Posted May 20, 2026

Zendesk's new Agent Builder, omnichannel AI agents, Copilots, and outcome-based pricing round out the updated offerings.
Posted May 20, 2026

Tool calling, GPT-5-class reasoning, and improved transcription are available now in 8x8 AI Studio.
Posted May 15, 2026

SoundHound's OASYS helps businesses create conversational AI agents that will build and continually improve themselves across digital or physical channels.
Posted May 05, 2026

8x8 Platform for CX now includes capabilities for artificial intelligence agent development, analytics, mobile authentication, and managing front-line teams.
Posted May 05, 2026

3CLogic's latest updates to Voice AI Hub include new outbound voice AI agents, multimodal voice AI capabilities, and automated AI agent evaluations. (Featured on DestinationCRM.com.)
Posted April 28, 2026

ALDO Group improved its customer experiences with Five9.
Posted April 17, 2026

Contact center-as-a-service solutions remain a core platform, but their roles are evolving. (Featured on DestinationCRM.)
Posted April 15, 2026

Partnership delivers Google Cloud CCaaS and Gemini Enterprise for Customer Experience through AVANT's Global Network of Trusted Advisors.
Posted April 13, 2026

Kustomer AI - Signals surfaces real-time customer context, sentiment, and escalation risk directly to reps and managers before they engage.
Posted April 02, 2026

GetVocal's Control Center includes a governance layer that enables human-in-the-loop operations, allowing AI to handle customer interactions while humans stay in control of critical decisions.
Posted April 01, 2026

Cox Business Contact Center with RingCentral is powered by RingCentral's RingCX
Posted April 01, 2026

AI is opening new doors for contact center agents, managers, and customers. (Featured on DestinationCRM.com.)
Posted April 01, 2026

Forethought deal enables Zendesk to advance its resolution platform with self-improving AI agents. (Featured on DestinationCRM.com.)
Posted March 31, 2026

Partnership combines cloud contact center innovation with advanced workforce engagement capabilities.
Posted March 27, 2026

With Amazon Cionnect's new AI Assistant, contact center managers can query systems for improved oversight.
Posted March 18, 2026

Ringover's Ask Empower 2.0 AI assistant now features native conversational AI capability, from individual call transcript analysis to analyzing all historical and omnichannel conversations.
Posted March 18, 2026

8x8 Engage is now available to all channel partners and customers globally.
Posted March 13, 2026

The CRM tech stack is coming together, which complicates the ownership debate. (Featured on DestinationCRM.com>)
Posted March 11, 2026

New capabilities embed predictive, policy-aware intelligence directly into forecasting, scheduling, and real-time operations.
Posted February 25, 2026

Cisco partners with ServiceNow to deliver a cloud-native contact center solution for ServiceNow CSM, CRM, and ITSM environments.
Posted February 10, 2026

Calabrio Omni Agent Intelligence for Calabrio ONE unifies quality and performance across human and AI agents. (Featured on DestinationCRM.com.)
Posted January 15, 2026

Cresta's Agent Operations Center helps companies manage the human-AI hybrid workforce for customer experience.
Posted December 09, 2025

AI automation and observability assistants give CX teams instant clarity into their workflows and AI behavior.
Posted December 05, 2025

Solutions now exist for monitoring agent mental and physical health. (Featured on DestinationCRM.com.)
Posted December 03, 2025

AVOXI's Proactive Service offering is a diagnostic solution to preemptively identify and fix global voice channel vulnerabilities. (Featured on DestinationCRM.com.)
Posted November 20, 2025

New capabilities across the 8x8 Platform for CX help teams resolve issues on first contact, streamline follow-ups, and work more efficiently. (Featured on DestinationCRM.com.)
Posted November 20, 2025

ASAPP's CXP turns every customer interaction into governed, intelligent action by unifying interactions, systems, and data across voice and digital channels.
Posted November 19, 2025

New release brings predictive intelligence, regional expansion, and enhanced employee performance tools to contact centers.
Posted November 19, 2025

New AI capabilities enhance Five9's routing, quality management, and analytics.
Posted November 19, 2025

The UJET deal with Spiral adds foundational building blocks for conversational AI, predictive analytics, and business intelligence. (Featured on DestinationCRM.com.)
Posted November 18, 2025

RingCentral's Customer Engagement Bundle introduces advanced queue management and SMS shared inbox capabilities for lightweight contact centers.
Posted November 05, 2025

RingCentral has expanded its AI Receptionist and unveiled an AI Virtual Assistant (AVA), AI Conversation Expert (ACE), and Workforce Engagement Management suite. (Featured on DestinationCRM.com.)
Posted November 04, 2025

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