Amazon Connect Puts Generative AI to Work

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New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching.

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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.

Nov 12, 2024
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Cyara Names Rishi Rana as CEO

Cyara's president is advanced to new role while Alok Kulkarni transitions to non-executive chairman. (Featured on DestinationCRM.com.)

Nov 01, 2024
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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.

Phillip Britt | Oct 30, 2024
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Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year.

Oct 25, 2024
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Cost-Cutting, GenAI Drive Contact Center Outsourcing

Companies sign more service contracts, quickly adopt new technologies to improve customer experience, ISG says

Oct 17, 2024
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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.

Oct 09, 2024
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A Q&A with Verint CEO Dan Bodner

Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry. (Featured on DestinationCRM.com.)

Sep 30, 2024