IVR

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

Talkdesk Knowledge Creator delivers AI-generated knowledge for virtual and human agents.
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

Talkdesk After Hours extends sales and service beyond regular business hours. (Featured on DestinationCRM.com.)
Posted March 13, 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

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

Zeta's Selene leverages generative AI with banking-grade features to handle 100 percent of customer support calls.
Posted February 26, 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

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

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

Customer service leaders must evolve with changing customer expectations, Gartner finds. (Featured on DestinationCRM.com.)
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

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

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

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

Valuates expects the interactive voice response software market to grow by nearly 5 percent over the next five years. (Featured on SpeechTechMag.com.)
Posted January 21, 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

Cresta's certification validates the company's commitment to the development of responsible, human-in-the-loop AI.
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

Alvaria Intelligence Platform lets companies elevate contact center capabilities 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

New features deliver deeper real-time data and context for seamless customer interactions.
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

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

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

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

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

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

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