NICE inContact Launches CXone Performance Analytics for Salesforce Einstein
28 Oct 2020
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
28 Oct 2020
Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution.
Medallia Launches Closed Loop Service for Salesforce on Salesforce AppExchange
28 Oct 2020
Medallia's customers can now listen to, analyze, and act on customer feedback in real time.
Avtex Acquires Aria Solutions
28 Oct 2020
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
27 Oct 2020
The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)
LivePerson Adds Support for Instagram Messaging
27 Oct 2020
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
27 Oct 2020
Zappix and Fonative team up to deliver additional self-service technology to contact centers.
Clarabridge Expands Analytics with Automated Narratives
27 Oct 2020
Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries.
Qualtrics Launches a Slew of CX Solutions
26 Oct 2020
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
26 Oct 2020
C3 AI CRM combines with Microsoft Dynamics 365 and Adobe Experience Cloud.
Slingshot Launches Integrated Chatbot and IVR-to-Text
23 Oct 2020
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
22 Oct 2020
Medallia's partnership with Tableau will help companies visualize customer experience data and feedback.
Pindrop Launches Pindrop Protect IVR and Pindrop Trace
21 Oct 2020
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
21 Oct 2020
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
21 Oct 2020
Invoca extends its Active Conversation Intelligence platform beyond marketing.
NTT Data and Uniphore Partner
20 Oct 2020
The partnerships between NTT Data and Uniphore expand robotic process automation for contact centers.
Concentrix Launches Concentrix XP
19 Oct 2020
Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)
Zendesk Offers Instagram Messaging for Businesses
19 Oct 2020
Businesses can now handle Instagram Messaging requests at scale with Zendesk. (Featured on SmartCustomerService.com.)
Kustomer Adds Instagram Messaging Integration
19 Oct 2020
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
16 Oct 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.