Infrastructure & Hardware

Enghouse is adding the cloud and on-premises communications software and hardware company.
Posted December 17, 2024

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

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

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

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

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

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

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

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

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

CXone Mpower revolutionizes AI for customer service on a unified hyper platform, enabling companies to design, build, and operate automation for workflows, agents, and knowledge.
Posted October 22, 2024

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

VCC Intelligent Workspace offers agents AI-powered guidance during customer interactions.
Posted October 17, 2024

DRUID Conductor enables autonomous AI agent creation and orchestration.
Posted October 15, 2024

Avaya's Virtual Operations Manager concept highlights how human and artificial intelligence collaboration can alter customer experience in contact centers
Posted October 14, 2024

Intercom's new Fin 2 AI agent supports new channels, data sources, interaction types, and more.
Posted October 10, 2024

Aircall Workspace is a hub for agent collaboration and customer communication.
Posted October 10, 2024

Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.
Posted October 09, 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

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

The integration of OpenAI with Twilio's Communications APIs will enable developers to create voice experiences.
Posted October 02, 2024

Fluentstream customers can connect their CRM platforms to their business phone systems for enhanced client management. (Featured on DestinationCRM.com.)
Posted October 01, 2024

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