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By Tracey E. Schelmetic
TMC

Tracey E. Schelmetic is a TMCnet contributing editor.
 

Latest Articles
01/06/2025 RingCentral Enhances Zendesk Integration with AI-Streamlined Workflows
01/06/2025 New from Twilio: Linked Audiences in Twilio Segment for Amazon Redshift
01/03/2025 Here to Help: Sense Conversational Voice AI Automates Contact Center Recruiting and Hiring
01/03/2025 Outbound Contact Centers are Under Pressure from Fraud and Spam
01/03/2025 Smart Decisions in the New Year: Vivint Taps Salesforce's Agentforce
01/02/2025 Genesys Announces Significant Growth for its Genesys Cloud Platform
01/02/2025 Sinch Makes Predictions about Customer Communication Trends for 2025
12/31/2024 Integration Between Fullpath and CallRevue Improves Auto Dealerships' Customer Interactions
12/30/2024 JPMorgan Chase Announces New Virtual Call Center in Atlanta
12/30/2024 Wyze Labs Boosts its Customer Support Automation with LiveX AI
12/20/2024 eSelf Launches Platform for AI-Driven, Video-Based Virtual Agents
12/19/2024 Diabolocom Chooses Ribbon Communications' DCI Solution
12/19/2024 Significant Gaps Found in Contact Centers' WEM Strategies
12/19/2024 Conversation Intelligence, Enhanced: Calabrio Announces Acquisition of Echo AI
12/19/2024 Cyara Introduces New AI Framework Aimed at Increasing Customer Value
12/18/2024 Peer-to-Peer Lending Company Prosper has Chosen NICE for Modern CX Improvements
12/18/2024 8x8 Partners with Descope for Drag-and-Drop Identity and Access Management
12/17/2024 Five9 Announces Expansion of Microsoft Teams UC Integration
12/17/2024 Alvaria CX Launches New Intelligence Platform for Contact Centers
12/17/2024 Verint Adds Real-Time CX/EX Scoring Bots to Verint Open Platform
12/02/2024 A Look at ServiceNow and Five9's AI-Powered Employee and Customer Experience Platform
12/02/2024 Five9 Launches New AI Agents, Enhances its Intelligent Virtual Agents Platform
11/27/2024 CommBox Secures $15M Investment, Enhances its Chatbot Platform
11/27/2024 Mitel Introduces AI-Powered CX Management Platform
11/26/2024 DeepL Launches New Voice and Language Translation Solutions
11/26/2024 Data from Telesign Reveals the Toll of Fraud on Customer Sentiment
11/25/2024 ServiceTitan Chooses Ooma's 2600Hz, New UCaaS and CCaaS Solutions on the Horizon
11/25/2024 Windstream Enterprises Adds Talkdesk Express to its Expanding Solutions Portfolio
11/22/2024 IntelePeer's SmartOffice Solution Adopted by Boston's 42 North Dental
11/21/2024 Accenture Invests in AI Contact Center Solutions Provider Cresta
11/08/2024 Low Maturity AI Deployments Reportedly Yield Little Value to Contact Centers
11/08/2024 Talkdesk Adds Agentic AI Across Its AI Portfolio
11/08/2024 GoTo Connect Expands Integration Capabilities with CRM System
11/07/2024 Calabrio Adds AI Quality Monitoring to Interaction Analytics Suite
11/06/2024 Salesforce Launches Agentforce to Build and Deploy Smarter AI Agents
11/06/2024 New Survey Finds Customers Still Prefer Speaking with Human Agents
11/06/2024 Alorica Sees Success in Determining Customer Intent with Google Cloud Integration
11/06/2024 iQor Adds AI-Simulated Training to Symphony Ecosystem
11/05/2024 Teneo Introduces Agent Contact Center to Automate More Calls with GenAI
11/05/2024 Regal Raises Funds to Advance High-Touch GenAI Agent Technology
10/21/2024 Twilio Announces Enhanced Partnership with OpenAI to Improve Speech-to-Speech
10/21/2024 Broadvoice Introduces Advanced Analytics for Contact Centers
10/18/2024 A New Conversation: CallMiner Adds Enhanced GenAI Capabilities
10/18/2024 Agora Launches Conversational AI SDK Integrated with OpenAI Realtime APIs
10/17/2024 Avaya and Verint Announce Deepened Partnership for Bot Automation
10/17/2024 Five9 Announces New Data Centers in India, Achieves UL VNO Licensing
10/16/2024 New Partners ibex and Parloa Team Up for Improved AI Customer Engagement
10/16/2024 RingQ Debuts Game-Changing Cloud-Based Contact Center Solution
10/16/2024 Vonage Joins Salesforce's 'Bring Your Own Channel' Pilot Program for CCaaS
10/04/2024 Genesys Uncovers an Increased Need for AI in CX
10/04/2024 New Study from Intradiem and Metrigy Finds Agent Engagement Drives Best Business Outcomes
10/03/2024 Five9 and Verint Announce Extension of Cloud-to-Cloud Partnership
10/03/2024 AI Cloud Contact Center Company UJET Announces Latest Round of Funding
10/02/2024 Pypestream Debuts Contact Center Tool to Bridge Gap Between Human and AI Agents
10/01/2024 Google Cloud Expands Partnership with Snap Inc.
09/30/2024 Verint Expands Contact Center Suite to Include Deeper Data Analysis
09/30/2024 Siemens Financial Services Launches Web Tool for Calculating Decarbonization
09/20/2024 Acquire BPO Releases 'AI in Customer Service Survey' Results
09/20/2024 GoTo Launches Connect CX Multichannel Customer Experience Tools
09/20/2024 Incisiv and Talkdesk Release Retail Customer Experience Index
09/19/2024 Adobe Adds Features Designed to Help Analyze Success of AI-Generated Content
09/18/2024 Broadvoice Adds Workforce Management Feature to its Flagship CCaaS Platform
09/18/2024 IntelePeer and Pindrop Partner for More Secure Caller Authentication
09/16/2024 Jabra Launches New Solution to Eliminate Background Call Center Noise
09/16/2024 Conversational Commerce Team at Connectly Raises $20 Million in Series B Funding
09/10/2024 BPO Clients Are 'Less Satisfied' with Engagements Based on AI, New Report Indicates
09/10/2024 New Study Examines Mobile Phone Numbers and Digital Identities
09/06/2024 Accent Translation Company Sanas Announces New Partnerships
09/06/2024 NLPearl.ai Announces New API for Advanced AI Phone Agents
09/05/2024 BlandAI Announces $16 Million in Series A Financing
09/05/2024 8x8 Announces Successful Year for Its AI-Driven Customer Experience Platform
09/03/2024 Swampfox Announces New Intelligent Customer Experience Update, Furthers 'Innovate in Place' Initiative
09/03/2024 Yeastar Adds New Communications Capabilities to its Platform
08/26/2024 NVIDIA Introduces 'Interactive Digital Human' James at Recent Event
08/26/2024 AVOXI Study Uncovers Contact Center Voice Channel Opportunities and Barriers
08/23/2024 Gregory FCA Releases Study on GenAI's Operational Impacts
08/23/2024 GoTo Adds 40+ Product Enhancements and New Integrations to GoTo Connect
08/23/2024 Open Network Exchange Adopts NICE's Enlighten AI for Improved CX
08/23/2024 Marchex Partners with DealerOn to Harness Call Analytics and Enhance Marketing
08/22/2024 GenAI Customer Support Experts at DevRev Announce $100.8M in New Funding
08/20/2024 Carbyne Announces United Hatzalah as a New Customer for Next-Gen 911 Platform
08/20/2024 Parloa Introduces New Platform for AI Agent Deployment and Management
08/16/2024 Forrester Research Advises Contact Centers to Overhaul Core CX Competencies
08/15/2024 New Study Uncovers Customer Preferences regarding AI in Support Experiences
08/15/2024 PolyAI Collaborates with AWS as its Preferred Cloud Provider
08/14/2024 Are Knowledge Workers Tapping the Full Potential of AI? New Study Investigates
08/14/2024 NICE Expands Partnership with AT&T to Improve Data Capture and Analytics for 911 Contact Centers
08/13/2024 Saarthee Launches Tool for AI-Based Contact Center Agent Training Simulations
08/13/2024 Qualtrics Announces FedRAMP Authorization for its Conversational Analytics Suite
08/12/2024 Interactions Introduces Task Orchestration to Support Conversational AI
08/08/2024 Calabrio and Five9 Partner on Product Integration for Contact Center Efficiency
08/08/2024 8x8, Inc. Introduces Active Assessor Solution for UK Housing Association Compliance
08/07/2024 GoTo Adds WhatsApp as a New Customer Engagement Channel
08/07/2024 NLX Acquires Visual IVR Solutions Provider Radish Systems
08/06/2024 Report Finds 'Nearly Two Thirds' of Contact Center Agents Value AI for Real-Time Help
08/06/2024 CX Team at Level AI Announces $39.4M in New Funding
08/05/2024 NovelVox Adds Services and Sales Modules to its CXInfinity Platform
08/05/2024 Easy on Hold Introduces GenAI-Driven Voice Prompts for IVR and Auto-Attendant
07/31/2024 Dialpad Introduces 'Ai Sales' Product to Drive Sales Workflows
07/31/2024 Insights from Glassbox Highlight Concerns about Data Privacy for Enterprise AI Users