Verint Debuts AI-Powered Self-Service Capabilities

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The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year.

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Twilio Introduces Twilio Flex

The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience.

Sam Del Rowe | Mar 12, 2018
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Vonage Debuts Skills-Based Routing and Real-Time Sentiment Analysis

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.

Mar 12, 2018
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Dialpad Introduces a Call Center Solution for Small Businesses

Dialpad, a cloud-based communications provider, has launched Call Center, a solution that eliminates much of the complexity involved with implementing traditional call centers and makes them accessible to small and midsize businesses.

Maria Minsker | Mar 09, 2018
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Digital CX Adoption to Boost Customer Service Outsourcing, Research Finds

Research firm NelsonHall suggests that the rise in digital transformation will lead to more, not less, contact center outsourcing to offshore locations like India.

Mar 05, 2018
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Facebook Updates Messenger with New Customer Service Capabilities

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.

Maria Minsker | Mar 02, 2018
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Genesys Announces Altocloud Acquisition

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.

Sam Del Rowe | Feb 27, 2018
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Speech Analytics Market to More Than Double in 5 Years

The global speech analytics market is expected to grow from $941.1 million in 2017 to $2.18 billion by 2022.

Feb 27, 2018