8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024
Broadvoice has embedded CommunityWFM's Workforce Management into its GoContact CCaaS and b-hive UCaaS solutions.
Posted October 17, 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
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
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
Clay McNaught is promoted from president and COO roles. (Featured on DestinationCRM.com.)
Posted September 17, 2024
Yellow.ai's VoiceX platform is a low-latency, LLM-powered customer communications platform. (Featured on DestinationCRM.com.)
Posted September 17, 2024
8x8 has expanded the availability of Video Elevation capabilities to 8x8 Contact Center.
Posted September 13, 2024
Zayo will integrate RingCentral's RingEX and RingCX solutions as part of its new Zayo UC+ offering.
Posted September 09, 2024
Kore.ai has made its Kore.ai XO Automation and Kore.ai Contact Center AI available in AWS Marketplace.
Posted September 04, 2024
Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 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
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
Calabrio's and Five9's integration brings real-time audio and metadata streaming to contact centers.
Posted July 31, 2024
Technavio projects 55 percent growth over the next four years for the conversational computing technology market. (Featured on DestinationCRM.com.)
Posted July 30, 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
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
Voice+ integration, Lobby Management, and Skill-based routing 2.0 are among the upgrades to Eltropy's platform.
Posted June 26, 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
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
Amazon steps up support and integrations for its Connect contact center suite.
Posted June 03, 2024
Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers.
Posted May 23, 2024
Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution.
Posted May 22, 2024
LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on DestinationCRM.com.)
Posted May 16, 2024
Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights.
Posted May 14, 2024
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
MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years.
Posted May 08, 2024
Brightspeed Voice+ with RingCentral provides businesses with integrated messaging, video and voice capabilities from virtually any device.
Posted April 03, 2024
Inbenta adds Voice, Autoplay, and Download to its Digital Instructor tool.
Posted March 26, 2024
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
RingCentral's RingCX boasts more than 1,000 features and is now available across six countries
Posted March 26, 2024
Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
SuccessKPI has released AI-powered unified data and reporting for a comprehensive view of Zoom Contact Center interactions.
Posted March 25, 2024
New RingEX AI capabilities include real-time call notes, conversation intelligence, AI writer and translator for messages, and generative AI search.
Posted March 25, 2024
Upstream Works' AgentNow offers seamless conversations and taps into available customer support agents.
Posted March 25, 2024
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
Tech Mahindra and Sprinklr partner to deliver AI-first customer experience platform for front-office teams. (Featured on DestinationCRM.com.)
Posted March 15, 2024