• Zappix Announces Amazon Alexa Integration
    Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF's BIG Show this week, the new integration will be a boon for self-service.
  • Incessant Tech: Redefining the Future of Work with Digital Automation Strategies
    As businesses continue to undergo their digital transformation projects, many of them are looking to automation as part of the answer. Hear more at Future of Work Expo.
  • Wounded Warrior Project Picks Talkdesk
    Wounded Warrior Project (WWP) announced the selection of Talkdesk's enterprise contact center platform to support the WWP's warrior Resource Center in its efforts of engaging and enabling veterans.
  • Vector Capital to Acquire Aspect Software
    Workforce optimization market leader Aspect Software announced a definitive merger agreement to be purchased by Vector Capital. The deal involves $100 million in Vector equity capital being invested into Aspect, while Aspect's existing lenders continue to enable the clo…
  • More Intelligent, More Intuitive, More Adaptive: Contact Center Software for A New Year
    Heading into 2019, year-end trendspotting is surfacing predictions for the future of nearly every form of technology, and after years of software disruption in the contact center, customer engagement and customer experience industry, one CEO of a fast-growing Denver-bas…
  • Bright Pattern Partners with VION
    Bright Pattern announced a new partnership with VION Consulting. VION will be able to better serve contact centers in the Philippines, India, Malaysia and Singapore as a result.
  • Conversational AI Outfit Pypestream Raises $15M+
    Conversational enterprise AI company Pypestream has garnered more than $15 million in new funding. Insurance company W.R. Berkley led the round.
  • AVOXI Announces Successful Round of Financing
    CaaS provider AVOXI announced a $10M round of funding from Ballast Point Ventures (BPV). The influx of funds will go toward product development, marketing and sales efforts to aid the contact center solution provider in expanding its portfolio and global reach.
  • AI & NLP on Display in Dialpad Support
    Dialpad announced the arrival of Dialpad Support for call centers, an Artificial Intelligence-powered contact center solution bringing together natural language processing and AI in a user-friendly interface to drive customer satisfaction and agent performance.
  • How to Assess Contact Center Success
    Different organizations may have varying ideas of what makes for a good contact center. But, as in many areas of business, there are widely accepted best practices in the customer service arena. Here are some of them, along with a few specific suggestions on how contact…
  • Amazon, Aspect Announce WFM Integration
    Aspect Software announced Aspect workforce management is the newest integration with the Amazon Connect contact center solution. The newly added functionality provides Amazon Connect users the ability to improve forecasting, staffing, performance tracking as well as a n…
  • Gaming Manufacturer Migrates Contact Center to Cloud
    Five9 announced a gaming manufacturer decided to move away from its legacy, on-premises contact center solution and selected Five9's scalable cloud contact center solution to aid the firm in meeting compliance demands.
  • Talking CRM: A Different Take on Voice of the Customer
    Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the professional world too.
  • The Three Keys for Customer Service Going Forward
    After decades in the shadows, contact centers are emerging as strategic assets and occasionally, market differentiating capabilities.
  • AI, Automation, Chatbots & Personalization
    Chatbots and personalization can help businesses deliver content and solution when customers need it. And personalization can enable them to rise about the noise in the marketplace.
  • AI Company Earns Avaya Compliance
    SmartAction announced that its solutions are now compliant with a number of Avaya's contact center solutions. The provider of AI-powered virtual agent solutions and Avaya Technology Partner and Avaya DevConnect member is proving much in the way of potential.
  • Pyze Updates Analytics & Engagement Platform
    Pyze has rolled out a new release of its AI-powered cross-platform analytics and engagement platform.
  • Balancing AI and Human Needs on Customer Service Teams
    When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with an incredibly human-sounding bot, there was a collective reaction of mixed amazement and concern.
  • Telarus Extends Aspect Market Reach
    Aspect Software announced Telarus as a global Master Agent channel partner. The Telarus network of subagents provides Aspect access to thousands of consultants and customers around the globe.
  • Dynamic Recovery Solutions Deploys Speech Analytics
    CallMiner announced Dynamic Recovery Solutions is deploying the CallMiner Coach and Analyze modules to improve operational efficiency and performance. The late stage collection recovery service provider specializes in post-charge off collections hopes to deliver an enha…
  • Twilio Flex Forging the Future of Contact Center Solutions
    Twilio announced that Twilio Flex is now generally available. The fully programmable cloud contact center platform touts a growing ecosystem as well as an industry first payment model.
  • Connex Captures Extended Access to Verint Customer Engagement Suite
    Verint and Connex announced a deepened partnership allowing Connex the ability to provide a further extent of the Verint cloud and on-premises customer engagement portfolio.
  • Windstream Enterprise Introduces Omni-Channel Cloud Contact Center Solution
    Windstream Enterprise announced enhancements to its XCaaS service, which is now capable of delivering organizations the ability to connect with customers across the spectrum of voice, digital and open-media channels. The supplier of advanced network communications upgra…
  • CCaaS Delivers on Scalability and Simplicity for High-Traffic Call Centers
    CCaaS offerings allow businesses to reliably connect their end users to distributed call center locations, as well as manage the system locally through a web-based portal.
  • Talkdesk Raises $100M in B Round
    Most contact center solutions deployed today are around 20 years old. And now it's time for them to go the way of the dinosaur. That's the word from Talkdesk, which this week announced $100 million in new funding.
  • Aspect Software Unveils Via 18.1
    Aspect Software announced the arrival of Aspect Via 18.1. The customer engagement platform received a number of enhancements in the newest version including improved self-service capabilities, more APIs, GDPR compliance, enhanced integration and more.
  • Nest Uses UJET for Customer Service
    Nest Labs Inc. has alighted on UJET Inc.'s customer service software.
  • Five9 Integrates with TetraVX on Enterprise Contact Center Solution
    This week, TetraVX announced a new integration with Five9, putting Five9's cloud contact center software into the nVX solution. The comprehensive offering is targeted squarely at the enterprise.
  • G3, Genesys Power TPS UC Deployment
    G3 Comms is outfitting TPS with a unified communications solution as part of a three-year, seven-figure deal.
  • Shedding New Light on Next Generation Customer Experiences
    There's a new kind of calling for contact center companies, which are continually morphing into customer experience hubs, and one company has integrated Amazon's Alexa voice assistant into their knowledge-based platform.
  • Experts Offer AI Best Practices, Forecasts
    AI is here today, and there's more to come. Here's what analysts expect in terms of adoption, and what LogMeIn suggests for best AI results.
  • What's a Contact Center Solution without WFO?
    Twilio announced the acquisition of Ytica, a long time partner and provider of customizable contact center reporting, speech analytics and workforce optimization solutions. The Ytica solution set will come as components of the Twilio Flex contact center solution.
  • Study Highlights Obstacles to Omnichannel
    This week, Calabrio announced the results of a new study. "The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience," hammered home the notion that for too many firms are not doing due deployment diligence.
  • Aspect Appoints CEO
    Today, Aspect Software unveiled its new leadership, announcing the appointment of Chris Koziol to the role of Chief Executive Officer promoting the 30-plus year industry veteran from his role of President at the cloud contact center company.
  • NewVoiceMedia Showcases Success
    NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adopting its cloud-based contact center last year.
  • CoreDial Unveils Cloud Contact Center Solution
    Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial environments, CoreNexa extends the value of the UCaaS provider's portfolio.
  • Ooma, Talkdesk Come Together on Contact Center Solution
    Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. The pairing brings forth a formidable contact center solution set to support the customer service requirements of the mod…
  • Cloud Contact Center Clear AI Match
    Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Trollope.
  • Quantiphi Integrates Google Cloud's Contact Center AI
    Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.
  • Conduit Global CCaaS Announcement Emphasizes AI
    Artificial intelligence is a hot topic of conversation in the contact center world today. Just take a look at Conduit Global's recent announcement about its CX100 Cloud Contact Center Suite.
  • How AI & NLP Are Coming Into Play in Consumer, Business Environments
    Artificial intelligence and natural language process are delivering fast results for both business and consumer users.
  • Voxai, 128 Technology Share SD-WAN with Cloud Contact Center
    SD-WAN provider 128 Technology and Voxai Solutions announced the pairing of optimized network connectivity with the Voxai Solutions vinteract cloud contact center platform.
  • AgilOne Leverages AI, ML to Enhance CDP Solution
    AgilOne recently introduced a new feature called 360 Profile for Customer Service to its customer data platform.
  • Atlantech Online Adds Atmos to PBX Portfolio
    Today, CallCabinet and Atlantech Online announced a partnership, which extends Atlantech Online's call recording capabilities with the addition of Atmos. The cloud-based call recording solution will be made available as Atlantech Online Atmos.
  • Twilio, Google Cloud Contact Center AI Feature Easy Integration
    Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI into Twilio Flex.
  • KOOKOO for Omnichannel
    Ozonetel unveiled KOOKOO Interactive Assistant, the cloud communication provider's omnichannel service widget allows for one-click, VoIP calls with a parallel chat bringing a more complete communication experience between customers and agents.
  • Unified Experience Call for More than Just Contact Center Agents
    The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and the emergence of unified communications have provided agents the support of their entire organizations.
  • Important Role Of Video Chat Is To Make Your Business Reach Great Heights!
    For any business, customer satisfaction is the most important aspect that makes a business more successful. Live chat has made an importance place in industry. It helps in improving customer satisfaction levels to much higher than the traditional channels such as phone …
  • IDC Names 5 Conversational AI Innovators
    International Data Corp. today named Artificial Solutions, CogniCor, Inbenta,, and Personetics as IDC Innovators in the conversational AI platforms market. (Inbenta is the company involved in last month's Ticketmaster data breach.)
  • CxEngage Injected with Quality Management
    Serenova announced the integration of CXEngage Quality Management (CxQM) into CXEngage, Serenova's CCaaS solution. The robust quality management solution will provide deep insight. Enabling contact center managers the ability to oversee and elevate customer experience.