From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies. Below is a rundown of the top 15 news stories we published in 2019 based on audience engagement, web searches, and other metrics. It highlights just how much technology is shaping (or reshaping) customer service, and how much interest those technologies are garnering.
AWS Launches Contact Lens for Amazon Connect
Business Today Depends on Customer Experience and Contact Centers, ICMI Speakers Contend
ICMI Speakers Advocate for Better Connections, Better Employee Tools to Boost Contact Center Performance
NICE inContact Adds a Native Salesforce Lightning User Interface to CXone
eGain Adds to Its Solve Customer Service Suite
Freshworks Launches Freshsuccess
SugarCRM Launches Sugar Serve for Customer Support
Salesforce.com Introduces New Salesforce Essentials Features
Verint Launches Robotic Process Automation Discovery
Aspect Releases Aspect Workforce Management Powered by Microsoft Azure
Cyara and VoiceFoundry Partner to Aid in Contact Center Migrations to Amazon Connect
LogMeIn Integrates Bold360 with Popular Chat Apps
OnviSource Introduces Version 2.0 of Its Liaa Intelligent Virtual Agent
Five9 Creates Joint Offering with Zoom
Sparkcentral Adds Cross-Channel Conversation History Feature