Cloud-based Support

Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business. (Featured on DestinationCRM.com.)
Posted March 19, 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

Microsoft Teams and Dynamics 365 Contact Center users can now combine the apps for an integrated calling solution.
Posted March 17, 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

Cisco expands its Collaboration portfolio with Webex AI Agent, Cisco AI Assistant for Webex Contact Center updates, Webex Calling Customer Assist, features within Webex Control Hub, and new workflow automation solutions for the Cisco AI Assistant for Webex.
Posted March 17, 2025

The new Genesys-TeKnowledge go-to-market relationship helps organizations through advanced AI, seamless adoption, and continuous optimization. (Featured on DestinationCRM.com.)
Posted March 12, 2025

PCI Pal's secure payments solutions are embedded into RingCentral's RingCX and RingEX platforms.
Posted March 10, 2025

Partnership brings Glia's ChannelLess customer interaction platform to COCC's digital banking platform.
Posted March 06, 2025

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

Talkdesk AI Agents for Healthcare uses agentic AI to automate patient and member access, service, and support workflows.
Posted March 04, 2025

Cox is teaming up with RingCentral to bring AI-powered voice, chat, video, and contact center capabilities to customers.
Posted March 04, 2025

Intermedia is bringing archiving to its embedded Microsoft Teams solution, unifying archiving for UC, Contact Center, and Microsoft 365 Email
Posted February 28, 2025

The partnership integrates SpinSci's Patient Assist technology with 8x8 Contact Center.
Posted February 27, 2025

Post-Call AI brings artificial intelligence-backed sentiment analysis, summaries, and transcripts to Broadvoice GoContact.
Posted February 26, 2025

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

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

Zendesk's acquisition of Local Measure will strengthen its CX capabilities and deepens its collaboration with AWS.
Posted February 24, 2025

CallCabinet will deliver integrated compliance recording across the entire 8x8 portfolio.
Posted February 20, 2025

Mitel will integrate and resell Genesys' Cloud Platform.
Posted February 20, 2025

Five9 releases an AI agents version for Google Cloud.
Posted February 19, 2025

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

Talkdesk's FedRAMP certification authorizes U.S. government entities to use CX Cloud Government Edition.
Posted February 05, 2025

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

New partnership combines Intradiem's real-time contact center automation with Five9's Intelligent CX.
Posted February 03, 2025

Alvaria adds its Alvaria Intelligence Platform's outbound capabilities to UJET's cloud contact center platform.
Posted January 31, 2025

8x8 has expanded the 8x8 Platform for CX with Secure Pay, 8x8 Intelligent Customer Assistant innovations, and customer engagement and employee collaboration capabilities
Posted January 31, 2025

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

Partnership pairs Alvaria's outbound contact center tech with Zoom's communications platform.
Posted January 24, 2025

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

boost.ai's Agentic AI combines with the Genesys Cloud
Posted January 15, 2025

CallTower's acquisition of Inoria expands its communications and contact center capabilities.
Posted January 09, 2025

Cents Assist is an AI-powered call center for laundry businesses.
Posted January 06, 2025

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

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

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

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

Microsoft Azure customers worldwide now gain access to IntelePeer's AI-driven customer interaction automation solutions.
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

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

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