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Voice of the Customer
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
Intradiem Extends Partnership with Five9
New partnership combines Intradiem's real-time contact center automation with Five9's Intelligent CX.
Posted February 03, 2025
Cresta Unveils AI Analyst and Insights Updates
Cresta's AI Analyst helps businesses uncover insights from customer conversations.
Posted January 23, 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
Glia Introduces Glia Quality Analyst(GPT)
Glia Quality Analyst(GPT) is an AI-powered solution for contact center leaders to uncover trends and customer needs at scale through automated customer interaction analysis.
Posted December 27, 2024
Emotion AI Market to Be Worth $9.01 Billion by 2030
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
Alvaria Unveils the Alvaria Intelligence Platform
Alvaria Intelligence Platform lets companies elevate contact center capabilities with AI.
Posted December 11, 2024
RingCentral Enhances Zendesk Integration
New features deliver deeper real-time data and context for seamless customer interactions.
Posted December 02, 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The One-Question Test for Whether Your CX Strategy is Outdated
Your strategies are out of date if they still involve PDFs.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
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
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
KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend
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
Calabrio Unveils Trending Topics and Auto QM
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 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
Zendesk Strengthens Human and AI Partnership in Major Solution Upgrades
Zendesk's new omnichannel AI agents and agent copilot offerings boost human and AI collaboration across workflows, including voice AI.
Posted October 09, 2024
Broadvoice Launches Advanced Analytics
Broadvoice Advanced Analytics uses AI for enhanced reporting and journey management. (Featured on
DestinationCRM.com
.)
Posted October 08, 2024
Glia Launches Unified Interactions Index Online Calculator
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 Introduces CallMiner AI Assist
CallMiner's AI framework adds automation to the analytics process. (Featured on
DestinationCRM.com
.)
Posted October 08, 2024
SupportLogic Launches Voice Connect and Expand
SupportLogic's Voice Connect and Expand products bring insight into customer signals. (Featured on
DestinationCRM.com
.)
Posted October 08, 2024
boost.ai Launches AI-Powered CX Insights
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
Contact Center Market to Surge to $92.54 Billion by 2030
Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 2024
Five9 to Acquire Acqueon
Five9's acquisition of Acqueon will expand its omnichannel outreach and journey orchestration capabilities. (Featured on
DestinationCRM.com
.)
Posted August 16, 2024
Speech Analytics Expands Beyond Voice
AI innovations mean interaction analytics can provide more actionable insights. (Featured on
SpeechTechMag.com
.)
Posted August 06, 2024
Calabrio and Five9 Join Forces
Calabrio's and Five9's integration brings real-time audio and metadata streaming to contact centers.
Posted July 31, 2024
Create Personalized Customer Experiences with Conversational Intelligence
Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024
InMoment Adds GenAI to Conversational Intelligence
InMoment's newest Conversation Intelligence features help companies unlock insights from contact center conversations using AI, NLP, and LLM and integrate contact center data from chats, emails and calls with other feedback channels.
Posted June 25, 2024
NICE Touts Single-Platform Design at Interactions
NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event. (Featured on
DestinationCRM.com
.)
Posted June 12, 2024
Cisco Adds Features to Webex Contact Center
Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024
Talkdesk Introduces Navigator and Mood Insights
Talkdesk Navigator and mood insights give companies access to generative artificial intelligence capabilities to hyper-personalize customer experiences.
Posted June 04, 2024
LivePerson Adds AI Capabilities, Partnerships, and Integrations
LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on
DestinationCRM.com
.)
Posted May 16, 2024
Genesys Shepherds in a New Era of Contact Center AI at Xperience '24
Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024
LivePerson Partners with Avaya
Avaya and LivePerson have integrated their product, go-to-market, and services to provide a unified, omnichannel suite for customers with on-premises, hybrid, or cloud contact centers.
Posted May 13, 2024
Voice and Speech Analytics Market to Grow by $2.56 Billion Through 2027
Technavio says the growth of emotion analytics will fuel the speech industry's surge. (Featured on
SpeechTechMag.com
.)
Posted April 30, 2024
Five9 Adds Zendesk Integrations
Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024
NICE Launches Next Generation of Enlighten Copilot
NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024
Talkdesk Partners with Verint on WFM Product and Launches Talkdesk Ascend
Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
Posted March 25, 2024
NICE Launches Enlighten XM
NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024
CallMiner Adds Generative AI Capabilities
CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024
SuccessKPI Partners with Five9
Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024
Enghouse Launches EnghouseAI Suite
Enghouse's EnghouseAI Suite seeks to enhance contact center agent productivity and deliver insights.
Posted March 04, 2024
Glia Launches Unified Interaction Management
Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024
3CLogic Partners with Medallia for AI-Powered Analytics
3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024
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