Analytics

Expanded partnership with Google Cloud will expand availability to Cresta's cloud contact center solutions.
Posted April 08, 2025

Industry partners 3CLogic and Glidefast Consulting enter into a distribution agreement to deliver combined CRM and CCaaS solutions to the ServiceNow ecosystem.
Posted April 08, 2025

8x8 Platform for CX enhancements include Engage, RCS support, AI orchestrator, and Journey IQ.
Posted April 03, 2025

Cyara has released six solutions to help companies deliver consistent customer experiences across channels and geographies.
Posted April 03, 2025

TELUS Digital is working with Zendesk to deliver CRM and CCaaS integration services, supported by its generative AI platform, Fuel iX.
Posted April 02, 2025

Expectations rise for AI in the contact center world. (Featured on DestinationCRM.com.)
Posted April 02, 2025

Zendesk's Resolution Platform is an agentic AI suite for customer service.
Posted March 26, 2025

Together NICE and Deloitte are enhancing customer experience workflows through AI and automation.
Posted March 26, 2025

Medallia's new features accelerate insights and action on unstructured data like digital behavior and conversational intelligence.
Posted March 26, 2025

NICE's CXone Mpower Orchestrator orchestrates and automates customer service workflows with agentic AI across front-office care and back-office operations.
Posted March 18, 2025

Omilia Workforce AI is a contact center call quality management solution.
Posted March 18, 2025

Genesys expanded its Genesys Cloud contact center platform with Supervisor Copilot and Virtual Supervisor.
Posted March 17, 2025

Updated Amazon Connect contact center platform offers AI-based self-service, agent assistance, analytics, post-contact evaluation, and automated follow-up
Posted March 17, 2025

Qualtrics AI agents will step directly into customer surveys, online product reviews, and website visits to resolve friction, anticipate needs, and proactively serve every customer and employee at scale.
Posted March 17, 2025

Talkdesk AI Agents for voice is an agentic AI solution for creating conversational customer experiences.
Posted March 17, 2025

CallMiner Outreach is a customer feedback management solution.
Posted March 17, 2025

AI Interactions, AI Agent Assist , and AI Supervisor Assist round out RingCentral's new RingCX additions.
Posted March 17, 2025

Trained on healthcare conversations, Authenticx's new solution provides performance insights and quality assurance scalability in the healthcare industry.
Posted March 13, 2025

TPG's Anna quality assurance tool is now available to Broadvoice GoContact cloud contact center platform users.
Posted March 06, 2025

SupportLogic's Cognitive AI Cloud delivers the foundation of agentic AI for customer support operations.
Posted February 25, 2025

AI Quality Management for GoTo Connect Contact Center automates contact center interaction analysis.
Posted February 25, 2025

Conterra Networks has added contact center capabilities to its unified communications portfolio.
Posted February 24, 2025

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

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