Author: Beth Schultz

Jan. 12, 2022 – Microsoft has announced updates for its Teams app and Viva employee experience platform to make them more attuned to the needs of non-deskbound frontline workers such as healthcare practitioners, retail clerks, field service technicians, and many others....

Dec. 13, 2021 – Cisco introduced a new set of metrics, called Connections, for the Insights dashboard it creates with data from Webex usage. With Connections, Webex users get a dynamic view of who they’re working with, and how often, based on their activity across...

Dec. 7, 2021 – Five9 has introduced a new capability that will deliver lifelike-sounding synthetic voices for self-service use cases such as intelligent virtual agent (IVA) greetings, conversational prompts, and menu options. For this purpose, Five9 said it has added synthetic media company WellSaid Labs...

Nov. 30, 2021 – AWS continues to enhance its Amazon Connect CCaaS offering with machine learning (ML), this week announcing an automated call summarization feature. This call summary capability is now set as a default in Contact Lens, the ML-powered real-time contact center analytics engine...

Nov. 22, 2021 – Global communications network technology stalwart Ericsson announced its intent to acquire cloud communications provider Vonage in a $6.2 billion cash deal expected to close in the first half of 2022, pending customary approvals and processes. The purchase reflects a $21 per-share...

Nov. 16, 2021 – Contact center-as-a-service provider Talkdesk has updated its workforce engagement and analytics solution sets with new customer feedback and agent performance management capabilities. With Talkdesk Feedback, organizations can capture, analyze, and act on voice-of-the-customer (VoC) feedback gathered via surveys deployed on any...

Nov. 15, 2021 – AudioCodes has acquired conversational AI solutions provider Callverso, an Israel-based company offering virtual agent and natural language understanding (NLU) technology to customers in the health, utility, and other service provider verticals. Callverso is now a wholly owned subsidiary of AudioCodes, and...