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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

Sanas' Speech Understanding Platform is enhancing communication for Transcom customers worldwide.
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

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

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

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

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

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

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

Kustomer's new customer service platform blends AI and human agents.
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

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

Broadvoice has embedded CommunityWFM's Workforce Management into its GoContact CCaaS and b-hive UCaaS solutions.
Posted October 17, 2024

Calabrio's Microsoft Dynamics 365 integration provides self-service scheduling and AI-driven insights.
Posted October 16, 2024

LivePerson has added several AI and analytics offerings to its contact center portfolio.
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

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

CallMiner's AI framework adds automation to the analytics process. (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

Nextiva Workforce Scheduling gives team forecasting and scheduling tools for contact center agents.
Posted October 02, 2024

ServiceTitan's new AI assistants help service business contact center and sales teams. (Featured on DestinationCRM.com.)
Posted October 02, 2024

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

SuccessKPI's new WFM leverages AI for precise traffic forecasting and staffing.
Posted September 24, 2024

Vonage has become one of the first contact center providers to join Salesforce's pilot program as a premier provider for Service Cloud Voice.
Posted September 19, 2024

Talkdesk AI Rewriter and Talkdesk AI Translator help companies offer more autonomous, personal, and proactive customer engagement. (Featured on DestinationCRM.com.)
Posted September 18, 2024

Clay McNaught is promoted from president and COO roles. (Featured on DestinationCRM.com.)
Posted September 17, 2024

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