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RingCentral AI Receptionist answers and routes calls for contact center agents.
Posted February 20, 2025

Upland Panviva's Sidekick is an AI-powered assistant delivering search and guidance capabilities to 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

Cisco's AI-powered Webex innovations include an AI assistant for contact centers and Webex AI Agent.
Posted February 12, 2025

AI engines will evolve from simple, limited chatbots to cutting-edge virtual agents that curate personalized, context-aware experiences.
Posted February 10, 2025

As contact centers adopt AI for more customer interactions, agents will have to take on new roles and responsibilities.
Posted February 06, 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

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

Knowledge-centered support, self-service portals, and service automation enable organizations to reimagine their IT support experience.
Posted January 20, 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

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

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

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