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Mobile Customer Service
Have Your Agent Call My Agent? Not So Fast.
The age of machine customers is on the horizon, but more planning work has to be done.
Posted March 21, 2025
NICE Launches CXone Mpower Orchestrator
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
Genesys Launches AI for Supervisors
Genesys expanded its Genesys Cloud contact center platform with Supervisor Copilot and Virtual Supervisor.
Posted March 17, 2025
AWS Adds Capabilities and Integrations to Amazon Connect
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
Genesys Partners with TeKnowledge
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 Integrates with RingCentral
PCI Pal's secure payments solutions are embedded into RingCentral's RingCX and RingEX platforms.
Posted March 10, 2025
Talkdesk Launches AI Agents for Healthcare
Talkdesk AI Agents for Healthcare uses agentic AI to automate patient and member access, service, and support workflows.
Posted March 04, 2025
Cox Partners with RingCentral
Cox is teaming up with RingCentral to bring AI-powered voice, chat, video, and contact center capabilities to customers.
Posted March 04, 2025
Intermedia Adds Archiving to Microsoft Teams
Intermedia is bringing archiving to its embedded Microsoft Teams solution, unifying archiving for UC, Contact Center, and Microsoft 365 Email
Posted February 28, 2025
Conterra Launches Contact Center Products
Conterra Networks has added contact center capabilities to its unified communications portfolio.
Posted February 24, 2025
Zendesk to Acquire Local Measure
Zendesk's acquisition of Local Measure will strengthen its CX capabilities and deepens its collaboration with AWS.
Posted February 24, 2025
RingCentral Launches AI Receptionist
RingCentral AI Receptionist answers and routes calls for contact center agents.
Posted February 20, 2025
CallCabinet Partners with 8x8
CallCabinet will deliver integrated compliance recording across the entire 8x8 portfolio.
Posted February 20, 2025
Genesys Partners with Mitel
Mitel will integrate and resell Genesys' Cloud Platform.
Posted February 20, 2025
Many Exciting New CCaaS Tools Are on the Horizon
Amid a flurry of development activity, contact centers are bound to get many cool new capabilities.
Posted February 14, 2025
Call Center AI Market to Grow by $4.3 Billion to 2028
Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.
Posted February 04, 2025
Natterbox Launches Digital Solution
Natterbox Digital unifies voice, WhatsApp, and SMS interactions on one platform natively integrated into Salesforce.
Posted February 04, 2025
Intradiem Extends Partnership with Five9
New partnership combines Intradiem's real-time contact center automation with Five9's Intelligent CX.
Posted February 03, 2025
The Impacts of AI on Customer Experience from a Marketer's Perspective
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 and UJET Partner on a Cloud Contact Center Solution with Advanced Outbound Dialing
Alvaria adds its Alvaria Intelligence Platform's outbound capabilities to UJET's cloud contact center platform.
Posted January 31, 2025
8x8 Updates 8x8 Platform for CX
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 Launches Contact Center for Microsoft Teams
Intermedia Contact Center for Microsoft Teams is an integrated unified communications and customer experience solution for Microsoft Teams.
Posted January 29, 2025
Alvaria Partners with Zoom to Enhance Customer Engagement and Compliance in Contact Centers
Partnership pairs Alvaria's outbound contact center tech with Zoom's communications platform.
Posted January 24, 2025
Level AI Introduces iCSAT
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 Enterprise GenAI Now Available on Genesys AppFoundry
boost.ai's Agentic AI combines with the Genesys Cloud
Posted January 15, 2025
Cents Launches Cents Assist
Cents Assist is an AI-powered call center for laundry businesses.
Posted January 06, 2025
Tata Communications Introduces Kaleyra AI
Tata Communications' Kaleyra AI is an AI-powered assistant for customer interactions.
Posted December 12, 2024
Alvaria Unveils the Alvaria Intelligence Platform
Alvaria Intelligence Platform lets companies elevate contact center capabilities with AI.
Posted December 11, 2024
Calabrio Launches AI-Driven Solution for Healthcare
Calabrio is leading a partnership developing a platform to manage virtual and human agents for telemedicine and patient contact centers.
Posted December 06, 2024
RingCentral Enhances Zendesk Integration
New features deliver deeper real-time data and context for seamless customer interactions.
Posted December 02, 2024
Uniphore Partners with Konecta
Uniphore and Konecta have joined forcers to advance AI in customer experience and digital transformation.
Posted November 20, 2024
Talkdesk Launches Embedded
Talkdesk Embedded brings conversational AI into third-party CRM and helpdesk applications.
Posted November 20, 2024
The One-Question Test for Whether Your CX Strategy is Outdated
Your strategies are out of date if they still involve PDFs.
Posted November 19, 2024
Mitel Launches Mitel CX
Mitel CX extends CX capabilities to all employees, inside and outside the contact center.
Posted November 19, 2024
Dialpad Launches Dialpad Support
Dialpad Support leverage generative AI to boost customer service efficiency.
Posted November 13, 2024
ServiceNow and Five9 Expand Partnership
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
Contact Center Market to Grow by $208.2 Billion Through 2028
Technavio expects cloud-based solutions to drive revenue in the contact center market and AI to redefine the landscape.
Posted November 12, 2024
Mitel Strengthens Partnership with Talkative
Expanded partnership brings generative artificial intelligence tools to Mitel's contact center solutions.
Posted November 12, 2024
RingCentral Partners with Verint
RingCentral and Verint team up to bring AI-powered workforce engagement management and CX automation to RingCX
Posted November 07, 2024
Pindrop Integrates with Five9 for Cloud Contact Center Protection
Pindrop provides real-time authentication and fraud protection for companies natively with the Five9 Intelligent CX Platform
Posted November 05, 2024
Kustomer Launches Customer Service Platform with AI Agents
Kustomer's new customer service platform blends AI and human agents.
Posted October 31, 2024
RingCentral's AI Assistant Now Included in RingEX
RingCentral's AI Assistant can generate notes, write and translate texts, summarize meetings, and more.
Posted October 31, 2024
GoTo Integrates GoTo Connect and Leading CRM Platforms
New integrations provide a more comprehensive customer view, creating AI-powered workflows between GoTo Connect and CRM solutions.
Posted October 22, 2024
Talkdesk Integrates Agentic AI Across Its Portfolio
Talkdesk rebrands its portfolio as Ascend AI with the addition of Agentic AI.
Posted October 22, 2024
NICE Expands CXone Mpower
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 Extends 8x8 Intelligent Customer Assistant for Enhanced Voice and Digital Customer Engagement
8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024
Broadvoice Integrates with CommunityWFM
Broadvoice has embedded CommunityWFM's Workforce Management into its GoContact CCaaS and b-hive UCaaS solutions.
Posted October 17, 2024
Amazon Updates Q in Connect to Provide Personalized Responses
The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
Posted October 08, 2024
Broadvoice Launches Advanced Analytics
Broadvoice Advanced Analytics uses AI for enhanced reporting and journey management. (Featured on
DestinationCRM.com
.)
Posted October 08, 2024
ServiceTitan Adds AI Assistants
ServiceTitan's new AI assistants help service business contact center and sales teams. (Featured on
DestinationCRM.com
.)
Posted October 02, 2024
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