Analytics

RingCentral AI Receptionist answers and routes calls for contact center agents.
Posted February 20, 2025

Amid a flurry of development activity, contact centers are bound to get many cool new capabilities.
Posted February 14, 2025

MarketsandMarkets eyes 25.8 percent CAGR in the worldwide market for customer service artificial intelligence technologies like chatbots, virtual assistants, and predictive analytics.
Posted February 12, 2025

Cisco's AI-powered Webex innovations include an AI assistant for contact centers and Webex AI Agent.
Posted February 12, 2025

Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.
Posted February 04, 2025

Smarsh joins the compliant call recording and AI-powered analytics markets with CallCabinet deal. (Featured on DestinationCRM.com.)
Posted February 04, 2025

Intermedia Contact Center for Microsoft Teams is an integrated unified communications and customer experience solution for Microsoft Teams.
Posted January 29, 2025

Cresta's AI Analyst helps businesses uncover insights from customer conversations.
Posted January 23, 2025

Level AI's iCSAT provides automatic, actionable CSAT scores for every customer interaction, leveraging generative AI to analyze sentiment, resolution, and effort.
Posted January 22, 2025

Ask-AI's move to Google Cloud unifies fragmented tech stacks onto a single AI-first platform.
Posted January 15, 2025

CallTrackingMetrics customers now have access to Contact Center Compliance's proactive monitoring and compliance threat/fine mitigation.
Posted January 07, 2025

Research firm MarketsandMarkets has projected the worldwide emotion artificial intelligence market to grow at a compound annual rate of 21.9 percent over the next six years. (Featured on DestinationCRM.com.)
Posted December 17, 2024

Calabrio's acquisition of Echo AI helps mutual customers optimize contact centers with AI.
Posted December 11, 2024

Calabrio is leading a partnership developing a platform to manage virtual and human agents for telemedicine and patient contact centers.
Posted December 06, 2024

Verint's CX/EX Scoring Bot is the latest Agent Copilot Bot added to the Verint Open Platform.
Posted December 04, 2024

Mitel CX extends CX capabilities to all employees, inside and outside the contact center.
Posted November 19, 2024

Dialpad Support leverage generative AI to boost customer service efficiency.
Posted November 13, 2024

ServiceNow and Five9 are combining ServiceNow Customer Service Management and the Five9 platform, bringing real-time transcription, unified routing, and a consolidated agent workspace.
Posted November 13, 2024

Expanded partnership brings generative artificial intelligence tools to Mitel's contact center solutions.
Posted November 12, 2024

RingCentral and Verint team up to bring AI-powered workforce engagement management and CX automation to RingCX
Posted November 07, 2024

Pindrop provides real-time authentication and fraud protection for companies natively with the Five9 Intelligent CX Platform
Posted November 05, 2024

With Calabrio Trending Topics and Auto QM, contact centers can now leverage AI to automate the evaluation of every customer interaction and identify the most common reasons for customer inquiries.
Posted October 30, 2024

Klearcom provides in-country number and IVR testing in more than 100 countries worldwide.
Posted October 30, 2024

Talkdesk rebrands its portfolio as Ascend AI with the addition of Agentic AI.
Posted October 22, 2024

8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024

LivePerson has added several AI and analytics offerings to its contact center portfolio.
Posted October 15, 2024

Mitel Interaction Recording Insights AI analyzes customer communication data to boost quality management and compliance.
Posted October 11, 2024

Intercom's new Fin 2 AI agent supports new channels, data sources, interaction types, and more.
Posted October 10, 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

Glia's Unified Interactions Index Calculator provides a guided digital process for banks and credit unions to benchmark and evaluate the impact of service interactions. (Featured on DestinationCRM.com.)
Posted October 08, 2024

CallMiner's AI framework adds automation to the analytics process. (Featured on DestinationCRM.com.)
Posted October 08, 2024

SupportLogic's Voice Connect and Expand products bring insight into customer signals. (Featured on DestinationCRM.com.)
Posted October 08, 2024

boost.ai's CX Insights enable an automatic review and deeper analysis of every customer interaction with virtual agents. (Featured on DestinationCRM.com.)
Posted October 08, 2024

Verint's bots have been integrated into the Avaya Experience Platform.
Posted October 01, 2024

A sectional approach to text analytics is one of the most important advances in the field in the past 10 years.
Posted September 30, 2024

SuccessKPI's new WFM leverages AI for precise traffic forecasting and staffing.
Posted September 24, 2024

Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 2024

Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 2024

Powered by generative AI, Yellow.ai's Analyze feature improves bot interactions with conversational insights and advanced self-learning.
Posted August 13, 2024

Calabrio has expanded its call recording and compliance management for Cisco's Webex Calling and Contact Center.
Posted August 09, 2024

The new Five9 Genius AI process helps companies deliver fully customizable artificial intelligence-elevated customer experiences across the customer journey.
Posted August 09, 2024

AI innovations mean interaction analytics can provide more actionable insights. (Featured on SpeechTechMag.com.)
Posted August 06, 2024

Calabrio's and Five9's integration brings real-time audio and metadata streaming to contact centers.
Posted July 31, 2024

Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024

New and enhanced capabilities include automated follow-up actions and summarization editing.
Posted July 15, 2024

IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024

InMoment's newest Conversation Intelligence features help companies unlock insights from contact center conversations using AI, NLP, and LLM and integrate contact center data from chats, emails and calls with other feedback channels.
Posted June 25, 2024

Humach's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on DestinationCRM.com.)
Posted June 18, 2024

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