Managerial and Training

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

Omilia Workforce AI is a contact center call quality management solution.
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

AI Interactions, AI Agent Assist , and AI Supervisor Assist round out RingCentral's new RingCX additions.
Posted March 17, 2025

Trained on healthcare conversations, Authenticx's new solution provides performance insights and quality assurance scalability in the healthcare industry.
Posted March 13, 2025

TPG's Anna quality assurance tool is now available to Broadvoice GoContact cloud contact center platform users.
Posted March 06, 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

Neuron7's Resolution Pathways use agentic AI to take information from any source to provide turn-by-turn steps to resolve critical issues.
Posted February 27, 2025

Post-Call AI brings artificial intelligence-backed sentiment analysis, summaries, and transcripts to Broadvoice GoContact.
Posted February 26, 2025

Sabio's Time-Off Balance app helps contact center managers handle employee time-off requests.
Posted February 25, 2025

AI Quality Management for GoTo Connect Contact Center automates contact center interaction analysis.
Posted February 25, 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

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

Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.
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

Intermedia Contact Center for Microsoft Teams is an integrated unified communications and customer experience solution for Microsoft Teams.
Posted January 29, 2025

Cresta's AI Analyst helps businesses uncover insights from customer conversations.
Posted January 23, 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

boost.ai's Agentic AI combines with the Genesys Cloud
Posted January 15, 2025

Generative AI presents an opportunity for service and support leaders to redefine their function's business value.
Posted December 20, 2024

Calabrio's acquisition of Echo AI helps mutual customers optimize contact centers with AI.
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

Verint's CX/EX Scoring Bot is the latest Agent Copilot Bot added to the Verint Open Platform.
Posted December 04, 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

Microsoft Azure customers worldwide now gain access to Aquant's Service Co-Pilot.
Posted December 02, 2024

Mitel CX extends CX capabilities to all employees, inside and outside the contact center.
Posted November 19, 2024

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

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

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

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

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