Infrastructure & Hardware

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

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

GoTo's AI Receptionist is part of the new GoTo Connect Digital Workfoce portfolio.
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

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

Gladly Sidekick on Voice brings AI personalization to support calls.
Posted March 06, 2025

Contact center interactions are getting clearer with new technologies. (Featured on DestinationCRM.com.)
Posted March 06, 2025

Partnership brings Glia's ChannelLess customer interaction platform to COCC's digital banking platform.
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

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

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

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

Quiq and Carahsoft partner to enable the adoption of agentic AI solutions in the public sector.
Posted February 19, 2025

Pega AgentX is an agentic orchestration capability that transforms workflows built in Pega GenAI Blueprint into conversational agents that guide customers through processes.(Featured on DestinationCRM.com.)
Posted February 14, 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

Natterbox Digital unifies voice, WhatsApp, and SMS interactions on one platform natively integrated into Salesforce.
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

The future of customer experience is powered by artificial intelligence, and the companies that embrace it now will reap the rewards.
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

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

CallTrackingMetrics customers now have access to Contact Center Compliance's proactive monitoring and compliance threat/fine mitigation.
Posted January 07, 2025

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

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