• 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.
  • New Vonage Nexmo Offering Enable Contact Center Customization
    Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.
  • Vonage Says CX Cloud For All
    This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the cloud communications provider's unified communications platform. From workforce optimization to enhanced self-service cap…
  • AI Helps With Customer Service
    Customer service and AI are a match made in heaven.
  • Comm100 Launches AI Chatbot, Expands N.Am. Effort
    Comm100's new chatbot employs AI and natural language processing (text-based, not audio) to understand and respond to customer intents without being programmed for them.
  • Real Customers, Artificial Intelligence: Transforming the Digital Support Experience
    The rise of the digital enterprise and on-demand economy has borne a new wave of B2B customer - one that must become agile to remain competitive. And the direction provided in software support must reflect that.
  • Deskforce Brings Voice to Zoho CRM
    Deskforce and Zoho have come together to deliver a new integrated solution called the Deskforce Extension for Zoho. Available now in the Zoho Marketplace, it brings Deskforce's CloudPBX platform into the Zoho CRM platform.
  • Telzio Transcends VoIP Transition
    Telzio announced Telzio Webphone, leveraging WebRTC to enable users real time communications via an endpoint of their choosing. Because it's WebRTC-based, there is no software to install, while still providing a feature-rich contact center solution.
  • Ventana Research Reveals Cloud Contact Center Leaders
    Today, Ventana Research revealed the results of the Inaugural Value Index for Contact Centers in the Cloud, spotlighting Aspect Software. The cloud contact center solution provider earned top marks in TCO/ROI, in addition to second overall honors, ranking in the top thr…
  • CallMiner Unveils New and Improved Eureka Coach
    This week, CallMiner unveiled the newest release of Eureka Coach, its agent management platform. The cloud-powered contact center solution leverages CallMiner Eureka speech analytics to deliver objective scoring, then automates performance feedback and rapidly shares re…
  • VoiceBase Venture Redefines R & D
    VoiceBase announced a partnership with the University of Sheffield to create the Centre for Speech & Language Technology. Led by the VoiceBase team and speech & audio technology professor Thomas Hais it will serve to drive development in machine learning and artificial …
  • Aspect Unwraps CXP 18
    Today, Aspect Software took the wrapping off of the PCI II compliant Aspect CXP 18 at ICMI Contact Center Expo. The new release is aimed at empowering developers with tools necessary to create a robust self-service customer service solution capable of supporting the dem…
  • Aspect Awards Trends Top Honors
    Aspect Software recently honored its partners, spotlighting Trends as 2017 Worldwide Partner of the Year Award as well as the New Logo Sales Award. Trends separated from the pack with a strong record of sales growth and exceptional service.
  • 8x8 on AI Bolstering Bender
    This week, 8x8 announced the acquisition of Silicon Valley startup MarianaIQ (MIQ), making another AI notch on the cloud communication provider's belt. The MIQ addition brings deep learning capabilities and a team of AI aficionados an on board.
  • Bright Pattern Announces Integration with Google on Text-to-Speech
    In a recent release, Bright Pattern recently announced its integration with Google Cloud Text-to-Speech.