Intermedia Launches Archiving for Contact Center

Intermedia Archiving for Contact Center joins Intermedia Archiving for Unite to create a seamless archiving solution for both unified communications and contact center. (Featured on SmartCustomerService.com.)

Cognigy Uplevels Its Partnership with NICE

Cognigy levels up as a NICE Prime Partner to deliver AI-powered customer service automation solutions. (Featured on SmartCustomerService.com.)

Talkdesk Adds GenAI Capabilities to Talkdesk Retail Experience Cloud

New preconfigured generative artificial intelligence (GenAI)-powered workflows within Talkdesk Autopilot for Retail help companies fully resolve a broader range of complex inquiries using automated customer self-service.

Salesforce Expands Service Cloud's Digital Engagement Capabilities

Salesforce's Service Cloud innovations harness conversational data to create more comprehensive views of customers. (Featured on SmartCustomerService.com.)

Salesforce Introduces Data Cloud Vector Database

Salesforce Data Cloud Vector Database unleashes unstructured data and generative AI to transform customer experiences.

Five9 Launches AI Integration with Salesforce

Full integration of Salesforce Einstein AI with the Five9 platform delivers capabilities for hyper-personalized customer experiences. (Featured on SmartCustomerService.com.)

Salesforce Launches Lists Feature in Slack

Salesforce's Lists feature brings project and task management into Slack.

Observe.AI Launches Next-Gen Conversation Intelligence

New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation. (Featured on SmartCustomerService.com.)

RingCentral Adds Google Chrome and Microsoft Teams Extensions to RingCX

RingCentral's newest RingCX extensions let users make and receive calls in web browsers and Microsoft Teams applications. (Featured on SmartCustomerService.com.)

Cisco Adds Features to Webex Contact Center

Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities. (Featured on SmaartCustomerService.com.)

Microsoft Introduces Dynamics 365 Contact Center

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform. (Featured on SmartCustomerService.com.)

Talkdesk Introduces Navigator and Mood Insights

Talkdesk Navigator and mood insights give companies access to generative artificial intelligence capabilities to hyper-personalize customer experiences. (Featured on SmartCustomerService.com.)

HubSpot Adds HIPAA Support and Sensitive Data Tools

With HubSpot's new data tools, scaling businesses can now manage confidential customer data in HubSpot's Smart CRM and navigate compliance as they grow.

Meaning Partners with Five9

Meaning brings generative AI voice harmonization to Five9 Agent Desktop. (Featured on SmartCustomerService.com.)

Sanas Unveils Noise Cancellation for Contact Center Agents

Sanas Noise Cancellation leverages patent-pending AI technology to improve conversation clarity. (Featured on SpeechTechMag.com.)

TaskUs and Mavenoid Partner for AI-Powered Product Support

Partnership between TaksUs and Mavenoid enables self-service troubleshooting and live agent transfers for product support issues.

CallMiner Launches the CallMiner App Marketplace

CallMiner's App Marketplace helps organizations expand the value of conversation intelligence investments. (Featured on SmartCustomerService.com.)

AWS Adds Analytics Data Lake, Apple Messages Support to Amazon Connect

Amazon steps up support and integrations for its Connect contact center suite. (Featured on SmartCustomerService.com.)

Ooma Adds Communications Features to Ooma Office

Ooma has added features, including a contact us widget, an auto dialer, and online whiteboards.

NICE Adds Back-Office Functionality to WFM

The latest NICE WFM release advances True-To-Interval (TTI) capabilities, enabling organizations to fuse front- and back-office CX operations.