Automated Support

Generative AI presents an opportunity for service and support leaders to redefine their function's business value.
Posted December 20, 2024

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

AI chatbots are expected to grow at a CAGR of 27.8 percent over the next seven years, according to Meticulous Research. (Featured on DestinationCRM.com.)
Posted December 17, 2024

Tata Communications' Kaleyra AI is an AI-powered assistant for customer interactions.
Posted December 12, 2024

8x8's integrates its CPaaS API with Descope's drag-and-drop customer identity and access management platform.
Posted December 12, 2024

Jovee AI is a virtual assistant to enhance internal processes for contact centers.
Posted December 12, 2024

Sanas' Speech Understanding Platform is enhancing communication for Transcom customers worldwide.
Posted December 11, 2024

In the next three years, leading companies will offer service only through a single, artificial intelligence-enabled channel that allows communication through text, image, and sound, Gartner predicts.
Posted December 11, 2024

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

Five9 agents and Microsoft Teams users can now both see real-time presence status from a consolidated directory.
Posted December 11, 2024

Alvaria Intelligence Platform lets companies elevate contact center capabilities with AI.
Posted December 11, 2024

CallTrackingMetrics' AskAI Summaries provides interaction insights while VoiceAI helps businesses set up after-hours assistants.
Posted December 10, 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

Kustomer Tasks and Skills-Based Routing help companies direct internal workflows and customer support inquiries.
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

New features deliver deeper real-time data and context for seamless customer interactions.
Posted December 02, 2024

ASAPP uses Amazon Bedrock to help contact centers build and scale generative AI solutions.
Posted December 02, 2024

New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching.
Posted December 02, 2024

Teleperformance buys ZP Better Together, a provider of language services to the deaf and hard of hearing, for $490 million.
Posted December 02, 2024

Microsoft Azure customers worldwide now gain access to Aquant's Service Co-Pilot.
Posted December 02, 2024

Salesforce's Agentforce Testing Center is an AI agent lifecycle management tool for testing autonomous AI agents at scale.
Posted November 20, 2024

Uniphore and Konecta have joined forcers to advance AI in customer experience and digital transformation.
Posted November 20, 2024

Talkdesk Embedded brings conversational AI into third-party CRM and helpdesk applications.
Posted November 20, 2024

ServiceTitan's Contact Center Pro is a UCaaS and CCaaS solution for the service trades.
Posted November 20, 2024

Your strategies are out of date if they still involve PDFs.
Posted November 19, 2024

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

Avaamo AutoQA is a genAI-powered quality assurance solution for contact centers.
Posted November 15, 2024

Partnership expands Bucher + Suter's private cloud offerings with Upstream Works' advanced omnichannel capabilities.
Posted November 14, 2024

Microsoft Azure customers worldwide now gain access to IntelePeer's AI-driven customer interaction automation solutions.
Posted November 14, 2024

Agentic AI is Cognigy's latest addition to its Cognigy.AI platform.
Posted November 14, 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

Natterbox AI Assist is the latest addition to the Natterbox AI Suite.
Posted November 12, 2024

Technavio expects cloud-based solutions to drive revenue in the contact center market and AI to redefine the landscape.
Posted November 12, 2024

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

Intradiem's real-time contact center automation technology comes to Five9's cloud-based Intelligent CX platform.
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

NICE's CXone Mpower SmartSpeak enables real-time translation of contact center interactions.
Posted November 05, 2024

Business Systems and Teneo.ai have teamed up to provide contact centers with advanced voice automation and generative AI.
Posted November 05, 2024

Cyara's president is advanced to new role while Alok Kulkarni transitions to non-executive chairman. (Featured on DestinationCRM.com.)
Posted November 01, 2024

Kustomer's new customer service platform blends AI and human agents.
Posted October 31, 2024

RingCentral's AI Assistant can generate notes, write and translate texts, summarize meetings, and more.
Posted October 31, 2024

Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences.
Posted October 30, 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

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.
Posted October 25, 2024

Cisco's new AI, CX, and collaboration enhancements include Webex Contact Center upgrades.
Posted October 23, 2024

New integrations provide a more comprehensive customer view, creating AI-powered workflows between GoTo Connect and CRM solutions.
Posted October 22, 2024

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

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