Verint Broadens Google Cloud Partnership
By Sherril Hanson March 30, 2023
Customer engagement company Verint announced an expanded partnership with Google Cloud focused on helping companies improve contact center performance through the integration of Google Cloud's Contact Center AI and Verint Customer Engagement...
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Avaya Files for Chapter 11 Bankruptcy
- By Sherril Hanson February 15, 2023
Avaya has filed for chapter 11 bankruptcy, a move that should save the company but it remains behind the curve on CX market competitiveness.
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Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News
- By Sherril Hanson January 18, 2023
Broadvoice Introduces CCaaS Platform in North America Broadvoice has announced the launch of the GoContact omnichannel cloud contact center solution for business customers in North America. Broadvoice acquired GoContact in July 2021, and...
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Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
- By Sherril Hanson December 30, 2022
Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...
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Virtual CX Will Become a Mainstream Frontline Support Channel by 2028
By Alex Gaw December 14, 2022
Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider...
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Customer Wins for Google, Konnect Insights, Algolia, MoEngage, and Qualtrics
- By Alex Gaw December 12, 2022
Google Enjoys First CCaaS Win at Fiber Network Firm Segra Google has won the first commercial deployment of its contact center as a service (CCaaS) offering at Segra, the fiber network operator based in Charlotte, North Carolina, which is...
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CallMiner, Cisco, Freshworks, and Sytel Unveil Contact Center Products and Partnerships
- By Sherril Hanson November 3, 2022
It has been another busy few weeks in the contact center space with announcements about products, integrations, partnerships, and expanded geographic availability. Other news of note included Salesforce’s recent introduction of a contact center...
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Salesforce Introduces Contact Center Solution for Companies to Save on Costs
- By Alex Gaw November 1, 2022
In a forceful move to compete in the contact center market, Salesforce recently launched the Salesforce Contact Center, its own version of a contact center solution and a full-fledged contact center as a service (CCaaS) platform that the San...
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New Acquisitions by Granicus, ResultsCX, InteractiveTel, and Appier; Perch Raises New Funds
- By Alex Gaw October 18, 2022
GovTech CX Firm Granicus Acquires Rock Solid Granicus, the provider of CX technologies and services for government, has acquired Rock Solid Technologies, the citizen engagement software solutions firm. Financial terms of the deal have not...
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Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
- By Sherril Hanson October 18, 2022
Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,...
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Algolia Acquires Search.io, Enghouse Buys VoicePort; Stratifyd, OneSignal Raise Funds
- By Alex Gaw September 16, 2022
Algolia Acquires Search.io, Combining Keyword and Vector Search Algolia, the provider of a hybrid search engine combining keyword and vector search, is acquiring Search.io, whose flagship product, Neuralsearch, is a vector search engine...
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New Customer Wins for Five9, ActionIQ, Vonage, Qualtrics, and Medallia
- By Alex Gaw May 10, 2022
The biggest win in this new roundup of customer success stories is the deal that Five9 secured with a yet unidentified global health conglomerate, reportedly worth some $40 million yearly. But the four other successful partnerships highlighted in...
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