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
DRUID Conductor enables autonomous AI agent creation and orchestration.
Posted October 15, 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
Mitel Interaction Recording Insights AI analyzes customer communication data to boost quality management and compliance.
Posted October 11, 2024
The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
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
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
Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 2024
Broadvoice's new WFM tool helps companies manage operations and teams across locations, time zones, channels, and devices using AI-driven forecasting, real-time analytics, and customizable reporting tools.
Posted September 11, 2024
Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy. (Featured on DestinationCRM.com.)
Posted September 06, 2024
Kore.ai has made its Kore.ai XO Automation and Kore.ai Contact Center AI available in AWS Marketplace.
Posted September 04, 2024
Glia Cortex now brings insights, automated workflows, and personalized self-service across digital and call center customer interactions.
Posted August 28, 2024