M-Files, the leader in knowledge work automation, announced that the company was recognized in the 2024 Gartner Magic Quadrant for Document Management as well as the companion report on Critical Capabilities. The Magic Quadrant evaluation was based on specific criteria that analyzed the company’s overall Completeness of Vision and...
Integration of Echo AI Advances Calabrio’s Aim to Improve Customer Experiences and Optimize Contact Centers Through Cutting-Edge AI
Calabrio, the workforce performance company, announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centers with the...
This new module transforms the NPS into a real lever for action, allowing major brands to engage all roles in their organization towards unprecedented actionability of the voice of the customer.
Goodays , the European leader in customer satisfaction measurement and experience management solutions, announces the launch of Goodays Insight,...
AI innovator's efforts will focus on building exceptional products that enable customers to deliver outstanding experiences
Zendesk has named Shashi Upadhyay as the new President of Product, Engineering, and AI to further accelerate the company's next phase of growth in customer and employee service. Upadhyay's experience in technology and product leadership includes...
Enterpret, the AI-enabled customer feedback intelligence platform for product development and CX teams, announced that it has raised $20.8 million in Series A funding. The round was led by Canaan Partners, with participation from Kleiner Perkins, Peak XV Partners (fka Sequoia Capital India), Wing Ventures, and Recall Capital, as...
The latest funding will help Cresta double down on its existing product suite, scale its go-to-market efforts, and rapidly develop the next generation of virtual agents
Cresta, the end-to-end generative AI platform for contact centers, announced the closing of its $125 million Series D round of financing. The round was led...
Cognigy, a global leader in AI-powered customer service solutions, announced the launch of Agentic AI, a revolutionary addition to its proven Cognigy.AI platform, designed to redefine enterprise customer service. Purpose-built for large-scale contact centers, Agentic AI harnesses powerful, autonomous AI to handle intricate customer interactions with speed, intelligence, and...
Calabrio, the workforce performance company, announced two artificial intelligence (AI) offerings for general availability: Auto QM and Trending Topics. These AI-powered quality management solutions are designed to eliminate time-intensive manual review processes and revolutionize how contact centers manage, monitor and assess agent interactions to provide better customer service outcomes.
Part of...
Cisco unveiled new AI-powered innovations, including the Webex AI Agent, AI Agent Studio and Cisco AI Assistant features for Webex Contact Center. These AI solutions leverage advanced conversational intelligence and automation to enhance customer interactions, streamline issue resolution and improve overall customer satisfaction. This enables business leaders to deliver faster, more...
Gladly, a leader in customer service innovation, has announced its groundbreaking unified Customer Service Platform, powered by advanced AI. The platform is set to disrupt the industry by replacing outdated ticket-based systems, enabling retailers and direct-to-consumer brands to offer seamless, personalized support that resolves support issues and drives customer...
