NICE inContact Launches CXone Performance Analytics for Salesforce Einstein
CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights. (Featured on SmartCustomerService.com.)
Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Agent Desktops
Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution.
Medallia Launches Closed Loop Service for Salesforce on Salesforce AppExchange
Medallia's customers can now listen to, analyze, and act on customer feedback in real time.
Avtex Acquires Aria Solutions
Avtex's acquisition of Aria strengthens its expertise and access to Genesys contact center solutions. (Featured on SmartCustomerService.com>.)
Calabrio Launches New Version of Calabrio ONE
The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)
LivePerson Adds Support for Instagram Messaging
New integration with Messenger API with Support for Instagram brings direct messages, story tags, and comments into LivePerson's Conversational Cloud platform.
Zappix Partners with Fonative
Zappix and Fonative team up to deliver additional self-service technology to contact centers.
Clarabridge Expands Analytics with Automated Narratives
Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries.
Qualtrics Launches a Slew of CX Solutions
Updates to the Qualtrics XM Platform include enhanced analytics, data management and governance, and automatic trends and metrics trackers.
C3.ai, Microsoft, and Adobe Combine Forces on C3 AI CRM
C3 AI CRM combines with Microsoft Dynamics 365 and Adobe Experience Cloud.
Slingshot Launches Integrated Chatbot and IVR-to-Text
Slingshot Chatbot and IVR-to-Text will enable pest control and home services providers to automate scheduling, billing, and other customer service tasks.
Medallia Partners with Tableau
Medallia's partnership with Tableau will help companies visualize customer experience data and feedback.
Pindrop Launches Pindrop Protect IVR and Pindrop Trace
New features leverage AI to protect IVR by monitoring and measuring risk across calls and accounts. (Featured on SmartCustomerService.com.)
Amelia Launches Digital Employee Builder
he Digital Employee Builder lowers technical barriers for implementing conversational AI agents. (Featured on SmartCustomerService.com.)
Invoca Announces Conversation Intelligence Solutions for Sales, Ecommerce, and Customer Experience Teams
Invoca extends its Active Conversation Intelligence platform beyond marketing.
NTT Data and Uniphore Partner
The partnerships between NTT Data and Uniphore expand robotic process automation for contact centers.
Concentrix Launches Concentrix XP
Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Zendesk Offers Instagram Messaging for Businesses
Businesses can now handle Instagram Messaging requests at scale with Zendesk. (Featured on SmartCustomerService.com.)
Kustomer Adds Instagram Messaging Integration
Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform. (Featured on SmartCustomerService.com.)
NICE InContact Launches Fall 2020 Version of CXone
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.