Five9 Acquires Virtual Observer

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The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.

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Latin American Contact Center Outsourcers Compete Over Automation

Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.

Leonard Klie | Feb 14, 2020
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Global Call Center AI Market Expected to Triple by 2024

The use of artificial intelligence in contact centers is expected to generate nearly $3 billion by 2024, new research suggests.

Feb 14, 2020
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Conversational AI Market to Witness 30.2% CAGR Through 2024

The global conversational artificial intelligence market is expected to reach $15 billion by 2024, new research suggests.

Feb 14, 2020
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NICE and ConvergeOne Launch Customer Engagement Optimization Services

NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution. (Featured on DestinationCRM.com.)

Feb 06, 2020
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Avaya and Afiniti Expand Partnership

Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo

Feb 05, 2020
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Chatbots a Top Priority for Customer Engagement, Frost & Sullivan Finds

Messaging and customer service bots are expected to be high priority for contact centers through 2022.

Jan 31, 2020
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Cloud-based Contact Center Market to See Huge Growth

Mordor Intelligence expects cloud contact center deployments to increase 25 percent per year through 2025.

Jan 30, 2020