Infrastructure & Hardware - Smart Customer Service

<!DOCTYPE html> <html id="ctl00_PageTemplateHtml" lang="en" itemscope="itemscope" xmlns="http://www.w3.org/1999/xhtml" xmlns:og="http://opengraphprotocol.org/schema/" xmlns:fb="http://ogp.me/ns/fb#" itemtype="http://schema.org/CollectionPage"> <meta itemprop="description" content="Index of Smart Customer Service articles in the Infrastructure & Hardware category"/> <meta itemprop="keywords" content="Automatic Call Distribution (ACD), Call Queue, Routing Engine, Telephony Applications, Messaging Technology, Dialer, ACD, PBX (public branch exchange) or telephone switch, Time Division Multiplexing (TDM), Internet Protocol (IP), Voice over IP (VoIP), Session Initiation Protocol (SIP), Computer Telephony Integration (CTI), Converged Network, Phone System, Data Network, Routers, Switches, Firewalls, Cloud-based Support, Contact Center Hosting, Virtual Contact Center, Headsets, Telephones"/> <meta itemprop="name" content="Infrastructure & Hardware"/> <meta itemprop="url" content="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx"/> <head id="ctl00_PageTemplateHead">  <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <meta http-equiv="content-language" content="en-US" /> <meta name="description" content="Index of Smart Customer Service articles in the Infrastructure & Hardware category"> <link rel="canonical" href="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx"/>    <title> Infrastructure & Hardware - Smart Customer Service </title><link href="https://www.smartcustomerservice.com/styles/default.css" rel="stylesheet" /><link href="https://www.smartcustomerservice.com/styles/navigation.css?d=20140505" rel="stylesheet" type="text/css" /><link href="https://www.smartcustomerservice.com/styles/dropdownpanel.css" rel="stylesheet" type="text/css" /><link href="https://www.smartcustomerservice.com/styles/modal.css?d=20130425" rel="stylesheet" type="text/css" />  <link href="https://fonts.googleapis.com/css?family=Lato:300,400" rel="stylesheet" type="text/css" /><link href="https://fonts.googleapis.com/css?family=Roboto:100,300,400,500" rel="stylesheet" type="text/css" /><link rel="shortcut icon" type="image/ico" href="http://www.smartcustomerservice.com/images/favicon.ico" /> <script type="text/javascript" src="/scripts/jquery/jquery-1.7.2.js"></script> <script type='text/javascript'> (function () { var useSSL = 'https:' == document.location.protocol; var src = (useSSL ? 'https:' : 'http:') + '//www.googletagservices.com/tag/js/gpt.js'; document.write('<scr' + 'ipt src="' + src + '"></scr' + 'ipt>'); })(); </script> <script type='text/javascript'> googletag.cmd.push(function() { googletag.defineSlot('/1067009/SCS-Banner', [468, 60], 'div-gpt-ad-1374585989977-1').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Box', [300, 250], 'div-gpt-ad-1374585989977-2').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Interstitial', [1, 1], 'div-gpt-ad-1374585989977-3').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Leaderboard-Bottom', [728, 90], 'div-gpt-ad-1374585989977-4').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Leaderboard-Top', [728, 90], 'div-gpt-ad-1374585989977-5').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Rectangle-1', [300, 100], 'div-gpt-ad-1374585989977-6').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Skyscraper', [120, 600], 'div-gpt-ad-1374585989977-7').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Text-Ads', [250, 250], 'div-gpt-ad-1374585989977-8').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Tile', [125, 125], 'div-gpt-ad-1374585989977-9').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-Wide-Skyscraper', [160, 600], 'div-gpt-ad-1374585989977-10').addService(googletag.pubads()); googletag.defineSlot('/1067009/SCS-BoxAd-2', [300, 250], 'div-gpt-ad-1374585989977-11').addService(googletag.pubads()); googletag.pubads().enableSingleRequest(); googletag.pubads().enableSyncRendering(); googletag.pubads().collapseEmptyDivs(); googletag.enableServices(); }); </script> <script async src="https://www.googletagmanager.com/gtag/js?id=G-S9QKDWZCH6"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-S9QKDWZCH6'); </script> </head> <body> <form name="aspnetForm" method="post" action="/Categories/Infrastructure--Hardware_492.aspx" id="aspnetForm"> <div> <input type="hidden" name="__VIEWSTATE" id="__VIEWSTATE" value="/wEPDwUKMjEyMTI5MjE1OWRklqIXdJYGPbEGUsvgSdXKs/EoN4CgHSp7jOAAzrZl6z8=" /> </div> <div> <input type="hidden" name="__VIEWSTATEGENERATOR" id="__VIEWSTATEGENERATOR" value="2BB77FA6" /> </div> <div id="wrapper"> <div id="header_wrapper"> <div id="header"> <a id="logo" href="https://www.smartcustomerservice.com/Default.aspx" title="Smart Customer Service">Smart Customer Service</a> <ul id="nav_top"> <li> <a href="https://www.destinationcrm.com/Conferences/CXConnect2023/Default.aspx" target="_blank">CX Connect</a> </li> <li> <a href="/Conference/" target="_blank">Smart Customer Service Conference</a> </li> <li> <a href="https://www.destinationcrm.com" target="_blank">destinationcrm.com</a> </li> <li class="last"> <a href="https://www.speechtechmag.com" target="_blank">speechtechmag.com</a> </li> </ul> <div class="ad_leaderboard ad_top"> <div id='div-gpt-ad-1374585989977-5' style='width:728px; height:90px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-5'); }); </script> </div> </div> <nav> <div id="mnuNavigation"> <ul> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="name" content="Smart Customer Service Home" /> <a itemprop="url" title="Smart Customer Service home page" href="http://www.smartcustomerservice.com/Default.aspx">Home</a> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="name" content="Subscribe" /> <a itemprop="url" title="Subscribe to Smart Customer Service newsletters" href="http://www.smartcustomerservice.com/Newsletters/Default.aspx">Subscribe</a> <div class="dropdown_panel menu_subscribe"> <a title="Subscribe to Smart Customer Service newsletters" itemprop="url" href="http://www.smartcustomerservice.com/Newsletters/Default.aspx">Newsletters</a> <br /> <a title="Subscribe to CRM Magazine" itemprop="url" target="blank" href="http://www.destinationcrm.com/CRM_Magazine">CRM Magazine</a> <br /> <a title="Subscribe to Speech Technology Magazine" itemprop="url" target="blank" href="http://www.speechtechmag.com/Subscribe/">Speech Technology Magazine</a> <br /> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Articles</span></a> <div class="dropdown_panel menu_articles"> <a href="http://www.smartcustomerservice.com/Articles/News-Features" itemprop="url">News Features</a> <br/> <a href="http://www.smartcustomerservice.com/Articles/News-Briefs" itemprop="url">News Briefs</a> <br/> <a href="http://www.smartcustomerservice.com/Columns/Expert-Advice" itemprop="url">Expert Advice</a> <br/> <a href="http://www.smartcustomerservice.com/Columns/Vendor-Views" itemprop="url">Vendor Views</a> <br/> <a href="http://www.smartcustomerservice.com/Articles/What-Is" itemprop="url">What Is..?</a> <br/> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="description" content="Navigation links to Smart Customer Service Topics" /> <a href="#">Topics</a> <div class="dropdown_panel menu_topics"> <table class="clsCategoryTable" border="0"> <tr> <td style="width:50%;vertical-align:top;"><div style="padding:2px; border-right:1px #fff dashed; margin-right:4px; "><div><a title="Analytics" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Analytics_497.aspx">Analytics </a></div><div><a title="Automated Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Automated-Support_496.aspx">Automated Support</a></div><div><a title="Cloud-based Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Cloud-based-Support_524.aspx">Cloud-based Support</a></div><div><a title="Customer Relationship Management" itemprop="url" href="http://www.smartcustomerservice.com/Categories/CRM_494.aspx">CRM</a></div><div><a title="Cross-Channel Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Cross-Channel-Support_522.aspx">Cross-Channel Support</a></div><div><a title="Infrastructure & Hardware" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx">Infrastructure & Hardware</a></div><div><a title="Interactive Voice Response" itemprop="url" href="http://www.smartcustomerservice.com/Categories/IVR_493.aspx">IVR</a></div></div></td><td style="width:50%;vertical-align:top;"><div><a title="Live Support" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Live-Support_495.aspx">Live Support</a></div><div><a title="Managerial and Training" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Managerial-and-Training_498.aspx">Managerial and Training</a></div><div><a title="Mobile Customer Service" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Mobile-Customer-Service_500.aspx">Mobile Customer Service</a></div><div><a title="Outsourcing " itemprop="url" href="http://www.smartcustomerservice.com/Categories/Outsourcing_525.aspx">Outsourcing </a></div><div><a title="Social Customer Service" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Social-Customer-Service_499.aspx">Social Customer Service </a></div><div><a title="Voice and Data Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Voice-and-Data-Services_527.aspx">Voice and Data Services</a></div><div><a title="Voice of the Customer" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Voice-of-the-Customer_526.aspx">Voice of the Customer</a></div></td> </tr> </table> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <meta itemprop="description" content="Navigation links to Smart Customer Service Industries" /> <a href="#">Industries</a> <div class="dropdown_panel menu_industries"> <table class="clsCategoryTable" border="0"> <tr> <td style="width:50%;vertical-align:top;"><div style="padding:2px; border-right:1px #fff dashed; margin-right:4px; "><div><a title="Consumer Packaged Goods" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Consumer-Packaged-Goods_501.aspx">Consumer Packaged Goods</a></div><div><a title="Education" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Education_503.aspx">Education</a></div><div><a title="Financial Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Financial-Services_504.aspx">Financial Services</a></div><div><a title="Government " itemprop="url" href="http://www.smartcustomerservice.com/Categories/Government_505.aspx">Government </a></div><div><a title="Healthcare/Pharmaceuticals" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Healthcare-Pharmaceuticals_506.aspx">Healthcare/Pharmaceuticals</a></div><div><a title="Insurance" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Insurance_507.aspx">Insurance</a></div><div><a title="Manufacturing" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Manufacturing_508.aspx">Manufacturing</a></div><div><a title="Non-profit" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Non-profit_509.aspx">Non-profit</a></div></div></td><td style="width:50%;vertical-align:top;"><div><a title="Professional Services" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Professional-Services_512.aspx">Professional Services</a></div><div><a title="Retail" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Retail_513.aspx">Retail</a></div><div><a title="Technology" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Technology_514.aspx">Technology</a></div><div><a title="Telecommunications" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Telecommunications_515.aspx">Telecommunications</a></div><div><a title="Transportation" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Transportation_516.aspx">Transportation</a></div><div><a title="Travel Hospitality" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Travel-Hospitality_517.aspx">Travel Hospitality</a></div><div><a title="Utilities" itemprop="url" href="http://www.smartcustomerservice.com/Categories/Utilities_510.aspx">Utilities</a></div></td> </tr> </table> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Resources</span></a> <div class="dropdown_panel menu_resources"> <a title="Best Practices" itemprop="url" href="https://www.smartcustomerservice.com/Best-Practices/">Best Practices</a> <br /> <a title="Content Library" itemprop="url" href="http://www.smartcustomerservice.com/ContentLibrary/">Content Library</a> <br /> <a title="Buyer's Guide" itemprop="url" href="http://www.smartcustomerservice.com/BuyersGuide/">Buyer's Guide</a> <br /> <a title="Directory" itemprop="url" href="http://www.smartcustomerservice.com/Directory/">Directory</a><br /> <a title="Sponsored Video" itemprop="url" href="http://www.smartcustomerservice.com/Sponsored-Video/">Sponsored Video</a><br /> </div> </li> <li itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">Events & Programs</span></a> <div class="dropdown_panel menu_events"> <a itemprop="url" href="Https://www.DestinationCRM.com/conferences/CXConnect2023/Default.aspx" target="_blank">CX Connect 2023</a> <br /> <a itemprop="url" href="/conference/" target="_blank">Smart Customer Service Conference</a> <br /> <a itemprop="url" href="http://www.destinationcrm.com/conferences/" target="_blank">CRM Evolution Conference</a> <br /> <a itemprop="url" href="http://www.speechtek.com" target="_blank">SpeechTEK Conference</a> <br /> <a itemprop="url" href="http://digitalexperienceconference.com/2019/Default.aspx" target="_blank">Digital Experience Conference</a> <br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Webinars/">Webinars</a> <br /> </div> </li> <li class="last" itemscope="itemscope" itemtype="http://schema.org/SiteNavigationElement"> <a href="#"><span itemprop="name">About</span></a> <div class="dropdown_panel menu_about"> <a itemprop="url" href="http://www.smartcustomerservice.com/AboutUs.aspx">About Us</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Contact.aspx">Contact Us</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/Advertise.aspx">How to Advertise</a><br /> <a itemprop="url" href="http://www.smartcustomerservice.com/EditorialSubmissions.aspx">Editorial Submissions</a><br /> </div> </li> </ul> <div style="float: right;"> <input type="text" id="txtSearch" style="margin-top: 5px; font-size: 12px;" /> <input type="button" id="btnSearch" value="Search" style="cursor: pointer;" /> </div> </div> </nav> <script type="text/javascript"> $(function () { $("input#btnSearch").click(function () { var elm = document.getElementById("txtSearch"); var buf = "?query=" + encodeURIComponent(elm.value); var url = "http://www.smartcustomerservice.com/Search/" + buf; window.location.href = url; }); $("input#txtSearch").keypress(function (e) { if (e.keyCode === '13') { var elm = document.getElementById("txtSearch"); var buf = "?query=" + encodeURIComponent(elm.value); var url = "http://www.smartcustomerservice.com/Search/" + buf; window.location.href = url; } }); }); </script> </div> </div> <div id="content">   <div id="secondary_main" itemscope="itemscope" itemtype="http://schema.org/ItemList"> <meta itemprop="name" content="List of articles in the Infrastructure & Hardware category"/> <meta itemprop="itemListOrder" content="Descending" /> <header> <h1>Infrastructure & Hardware</h1> </header> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Intermedia-Adds-Archiving-to-Microsoft-Teams-168274.aspx" title="Intermedia Adds Archiving to Microsoft Teams">Intermedia Adds Archiving to Microsoft Teams</a></h3> <span class="deck" itemprop="description">Intermedia is bringing archiving to its embedded Microsoft Teams solution, unifying archiving for UC, Contact Center, and Microsoft 365 Email</span> <div class="date">Posted February 28, 2025</div> <meta itemprop="datePublished" content="2025-02-28" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/8x8-Partners-with-SpinSci-168249.aspx" title="8x8 Partners with SpinSci">8x8 Partners with SpinSci</a></h3> <span class="deck" itemprop="description">The partnership integrates SpinSci's Patient Assist technology with 8x8 Contact Center.</span> <div class="date">Posted February 27, 2025</div> <meta itemprop="datePublished" content="2025-02-27" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Zeta-Launches-Selene-a-Customer-Support-Agent-for-Banks-and-Fintechs-168212.aspx" title="Zeta Launches Selene, a Customer Support Agent for Banks and Fintechs">Zeta Launches Selene, a Customer Support Agent for Banks and Fintechs</a></h3> <span class="deck" itemprop="description">Zeta's Selene leverages generative AI with banking-grade features to handle 100 percent of customer support calls.</span> <div class="date">Posted February 26, 2025</div> <meta itemprop="datePublished" content="2025-02-26" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Broadvoice-%7c-GoContact-Launches-Post-Call-AI-168209.aspx" title="Broadvoice | GoContact Launches Post-Call AI">Broadvoice | GoContact Launches Post-Call AI</a></h3> <span class="deck" itemprop="description">Post-Call AI brings artificial intelligence-backed sentiment analysis, summaries, and transcripts to Broadvoice GoContact.</span> <div class="date">Posted February 26, 2025</div> <meta itemprop="datePublished" content="2025-02-26" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/SupportLogic-Unveils-Cognitive-AI-Cloud-168185.aspx" title="SupportLogic Unveils Cognitive AI Cloud">SupportLogic Unveils Cognitive AI Cloud</a></h3> <span class="deck" itemprop="description">SupportLogic's Cognitive AI Cloud delivers the foundation of agentic AI for customer support operations.</span> <div class="date">Posted February 25, 2025</div> <meta itemprop="datePublished" content="2025-02-25" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Conterra-Launches-Contact-Center-Products-168146.aspx" title="Conterra Launches Contact Center Products">Conterra Launches Contact Center Products</a></h3> <span class="deck" itemprop="description">Conterra Networks has added contact center capabilities to its unified communications portfolio.</span> <div class="date">Posted February 24, 2025</div> <meta itemprop="datePublished" content="2025-02-24" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Zendesk-to-Acquire-Local-Measure-168140.aspx" title="Zendesk to Acquire Local Measure">Zendesk to Acquire Local Measure</a></h3> <span class="deck" itemprop="description">Zendesk's acquisition of Local Measure will strengthen its CX capabilities and deepens its collaboration with AWS.</span> <div class="date">Posted February 24, 2025</div> <meta itemprop="datePublished" content="2025-02-24" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/RingCentral-Launches-AI-Receptionist-168105.aspx" title="RingCentral Launches AI Receptionist">RingCentral Launches AI Receptionist</a></h3> <span class="deck" itemprop="description">RingCentral AI Receptionist answers and routes calls for contact center agents.</span> <div class="date">Posted February 20, 2025</div> <meta itemprop="datePublished" content="2025-02-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/CallCabinet-Partners-with-8x8-168100.aspx" title="CallCabinet Partners with 8x8">CallCabinet Partners with 8x8</a></h3> <span class="deck" itemprop="description">CallCabinet will deliver integrated compliance recording across the entire 8x8 portfolio.</span> <div class="date">Posted February 20, 2025</div> <meta itemprop="datePublished" content="2025-02-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Genesys-Partners-with-Mitel-168097.aspx" title="Genesys Partners with Mitel">Genesys Partners with Mitel</a></h3> <span class="deck" itemprop="description">Mitel will integrate and resell Genesys' Cloud Platform.</span> <div class="date">Posted February 20, 2025</div> <meta itemprop="datePublished" content="2025-02-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Five9-Available-on-Google-Cloud-Marketplace-168081.aspx" title="Five9 Available on Google Cloud Marketplace">Five9 Available on Google Cloud Marketplace</a></h3> <span class="deck" itemprop="description">Five9 releases an AI agents version for Google Cloud.</span> <div class="date">Posted February 19, 2025</div> <meta itemprop="datePublished" content="2025-02-19" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Quiq-Partners-with-Carahsoft-168074.aspx" title="Quiq Partners with Carahsoft">Quiq Partners with Carahsoft</a></h3> <span class="deck" itemprop="description">Quiq and Carahsoft partner to enable the adoption of agentic AI solutions in the public sector.</span> <div class="date">Posted February 19, 2025</div> <meta itemprop="datePublished" content="2025-02-19" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Pega-Launches-Agent-Experience-168073.aspx" title="Pega Launches Agent Experience">Pega Launches Agent Experience</a></h3> <span class="deck" itemprop="description">Pega AgentX is an agentic orchestration capability that transforms workflows built in Pega GenAI Blueprint into conversational agents that guide customers through processes.(Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted February 14, 2025</div> <meta itemprop="datePublished" content="2025-02-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Expert-Advice/Many-Exciting-New-CCaaS-Tools-Are-on-the-Horizon-168023.aspx" title="Many Exciting New CCaaS Tools Are on the Horizon">Many Exciting New CCaaS Tools Are on the Horizon</a></h3> <span class="deck" itemprop="description">Amid a flurry of development activity, contact centers are bound to get many cool new capabilities.</span> <div class="date">Posted February 14, 2025</div> <meta itemprop="datePublished" content="2025-02-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/GenAI-Will-Resolve-40-Percent-of-Customer-Service-Issues-by-2027-167983.aspx" title="GenAI Will Resolve 40 Percent of Customer Service Issues by 2027">GenAI Will Resolve 40 Percent of Customer Service Issues by 2027</a></h3> <span class="deck" itemprop="description">Customer service leaders must evolve with changing customer expectations, Gartner finds. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted February 12, 2025</div> <meta itemprop="datePublished" content="2025-02-12" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Cisco-Releases-AI-Assistant-for-Webex-Contact-Center-and-Webex-Customer-Experience-Updates-167976.aspx" title="Cisco Releases AI Assistant for Webex Contact Center and Webex Customer Experience Updates">Cisco Releases AI Assistant for Webex Contact Center and Webex Customer Experience Updates</a></h3> <span class="deck" itemprop="description">Cisco's AI-powered Webex innovations include an AI assistant for contact centers and Webex AI Agent.</span> <div class="date">Posted February 12, 2025</div> <meta itemprop="datePublished" content="2025-02-12" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Achieves-FedRAMP-Agency-Authority-167893.aspx" title="Talkdesk Achieves FedRAMP Agency Authority">Talkdesk Achieves FedRAMP Agency Authority</a></h3> <span class="deck" itemprop="description">Talkdesk's FedRAMP certification authorizes U.S. government entities to use CX Cloud Government Edition.</span> <div class="date">Posted February 05, 2025</div> <meta itemprop="datePublished" content="2025-02-05" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Call-Center-AI-Market-to-Grow-by-%244.3-Billion-to-2028-167886.aspx" title="Call Center AI Market to Grow by $4.3 Billion to 2028">Call Center AI Market to Grow by $4.3 Billion to 2028</a></h3> <span class="deck" itemprop="description">Technavio sees huge benefits in contact center chatbots and intelligent virtual assistants, which is fueling industry growth.</span> <div class="date">Posted February 04, 2025</div> <meta itemprop="datePublished" content="2025-02-04" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Natterbox-Launches-Digital-Solution-167875.aspx" title="Natterbox Launches Digital Solution">Natterbox Launches Digital Solution</a></h3> <span class="deck" itemprop="description">Natterbox Digital unifies voice, WhatsApp, and SMS interactions on one platform natively integrated into Salesforce.</span> <div class="date">Posted February 04, 2025</div> <meta itemprop="datePublished" content="2025-02-04" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Smarsh-Acquires-CallCabinet-167872.aspx" title="Smarsh Acquires CallCabinet">Smarsh Acquires CallCabinet</a></h3> <span class="deck" itemprop="description">Smarsh joins the compliant call recording and AI-powered analytics markets with CallCabinet deal. (Featured on <em>DestinationCRM.com</em>.)</span> <div class="date">Posted February 04, 2025</div> <meta itemprop="datePublished" content="2025-02-04" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Intradiem-Extends-Partnership-with-Five9-167845.aspx" title="Intradiem Extends Partnership with Five9">Intradiem Extends Partnership with Five9</a></h3> <span class="deck" itemprop="description">New partnership combines Intradiem's real-time contact center automation with Five9's Intelligent CX.</span> <div class="date">Posted February 03, 2025</div> <meta itemprop="datePublished" content="2025-02-03" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Columns/Vendor-Views/The-Impacts-of-AI-on-Customer-Experience-from-a-Marketers-Perspective-167838.aspx" title="The Impacts of AI on Customer Experience from a Marketers Perspective">The Impacts of AI on Customer Experience from a Marketer's Perspective</a></h3> <span class="deck" itemprop="description">The future of customer experience is powered by artificial intelligence, and the companies that embrace it now will reap the rewards.</span> <div class="date">Posted February 03, 2025</div> <meta itemprop="datePublished" content="2025-02-03" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Alvaria-and-UJET-Partner-on-a-Cloud-Contact-Center-Solution-with-Advanced-Outbound-Dialing-167821.aspx" title="Alvaria and UJET Partner on a Cloud Contact Center Solution with Advanced Outbound Dialing">Alvaria and UJET Partner on a Cloud Contact Center Solution with Advanced Outbound Dialing</a></h3> <span class="deck" itemprop="description">Alvaria adds its Alvaria Intelligence Platform's outbound capabilities to UJET's cloud contact center platform.</span> <div class="date">Posted January 31, 2025</div> <meta itemprop="datePublished" content="2025-01-31" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/8x8-Updates-8x8-Platform-for-CX-167818.aspx" title="8x8 Updates 8x8 Platform for CX">8x8 Updates 8x8 Platform for CX</a></h3> <span class="deck" itemprop="description">8x8 has expanded the 8x8 Platform for CX with Secure Pay, 8x8 Intelligent Customer Assistant innovations, and customer engagement and employee collaboration capabilities</span> <div class="date">Posted January 31, 2025</div> <meta itemprop="datePublished" content="2025-01-31" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Intermedia-Launches-Contact-Center-for-Microsoft-Teams-167790.aspx" title="Intermedia Launches Contact Center for Microsoft Teams">Intermedia Launches Contact Center for Microsoft Teams</a></h3> <span class="deck" itemprop="description">Intermedia Contact Center for Microsoft Teams is an integrated unified communications and customer experience solution for Microsoft Teams.</span> <div class="date">Posted January 29, 2025</div> <meta itemprop="datePublished" content="2025-01-29" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Alvaria-Partners-with-Zoom-to-Enhance-Customer-Engagement-and-Compliance-in-Contact-Centers-167723.aspx" title="Alvaria Partners with Zoom to Enhance Customer Engagement and Compliance in Contact Centers">Alvaria Partners with Zoom to Enhance Customer Engagement and Compliance in Contact Centers</a></h3> <span class="deck" itemprop="description">Partnership pairs Alvaria's outbound contact center tech with Zoom's communications platform.</span> <div class="date">Posted January 24, 2025</div> <meta itemprop="datePublished" content="2025-01-24" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Ask-AI-Brings-Enterprise-AI-Platform-for-Customer-Facing-Teams-to-Google-Cloud-Marketplace-167586.aspx" title="Ask-AI Brings Enterprise AI Platform for Customer-Facing Teams to Google Cloud Marketplace">Ask-AI Brings Enterprise AI Platform for Customer-Facing Teams to Google Cloud Marketplace</a></h3> <span class="deck" itemprop="description">Ask-AI's move to Google Cloud unifies fragmented tech stacks onto a single AI-first platform.</span> <div class="date">Posted January 15, 2025</div> <meta itemprop="datePublished" content="2025-01-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/boost.ais-Enterprise-GenAI-Now-Available-on-Genesys-AppFoundry-167577.aspx" title="boost.ais Enterprise GenAI Now Available on Genesys AppFoundry">boost.ai's Enterprise GenAI Now Available on Genesys AppFoundry</a></h3> <span class="deck" itemprop="description">boost.ai's Agentic AI combines with the Genesys Cloud</span> <div class="date">Posted January 15, 2025</div> <meta itemprop="datePublished" content="2025-01-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Cresta-Earns-ISO-IEC-42001-Certification-167575.aspx" title="Cresta Earns ISO/IEC 42001 Certification">Cresta Earns ISO/IEC 42001 Certification</a></h3> <span class="deck" itemprop="description">Cresta's certification validates the company's commitment to the development of responsible, human-in-the-loop AI.</span> <div class="date">Posted January 15, 2025</div> <meta itemprop="datePublished" content="2025-01-15" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/CallTower-Acquires-Inoria-167527.aspx" title="CallTower Acquires Inoria">CallTower Acquires Inoria</a></h3> <span class="deck" itemprop="description">CallTower's acquisition of Inoria expands its communications and contact center capabilities.</span> <div class="date">Posted January 09, 2025</div> <meta itemprop="datePublished" content="2025-01-09" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/CallTrackingMetrics-Partners-with-Contact-Center-Compliance-167462.aspx" title="CallTrackingMetrics Partners with Contact Center Compliance">CallTrackingMetrics Partners with Contact Center Compliance</a></h3> <span class="deck" itemprop="description">CallTrackingMetrics customers now have access to Contact Center Compliance's proactive monitoring and compliance threat/fine mitigation.</span> <div class="date">Posted January 07, 2025</div> <meta itemprop="datePublished" content="2025-01-07" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Enghouse-Acquires-Aculab-167335.aspx" title="Enghouse Acquires Aculab">Enghouse Acquires Aculab</a></h3> <span class="deck" itemprop="description">Enghouse is adding the cloud and on-premises communications software and hardware company.</span> <div class="date">Posted December 17, 2024</div> <meta itemprop="datePublished" content="2024-12-17" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Descope-and-8x8-Partner-167259.aspx" title="Descope and 8x8 Partner">Descope and 8x8 Partner</a></h3> <span class="deck" itemprop="description">8x8's integrates its CPaaS API with Descope's drag-and-drop customer identity and access management platform.</span> <div class="date">Posted December 12, 2024</div> <meta itemprop="datePublished" content="2024-12-12" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Transcom-Taps-Sanas-for-Noise-Free-Customer-Interactions-in-Outsourced-Operations-167247.aspx" title="Transcom Taps Sanas for Noise-Free Customer Interactions in Outsourced Operations">Transcom Taps Sanas for Noise-Free Customer Interactions in Outsourced Operations</a></h3> <span class="deck" itemprop="description">Sanas' Speech Understanding Platform is enhancing communication for Transcom customers worldwide.</span> <div class="date">Posted December 11, 2024</div> <meta itemprop="datePublished" content="2024-12-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Gartner-30-percent-of-Top-Companies-Will-Offer-Service-Only-Through-One-Channel-by-2028-167245.aspx" title="Gartner: 30% of Top Companies Will Offer Service Only Through One Channel by 2028">Gartner: 30% of Top Companies Will Offer Service Only Through One Channel by 2028</a></h3> <span class="deck" itemprop="description">In the next three years, leading companies will offer service only through a single, artificial intelligence-enabled channel that allows communication through text, image, and sound, Gartner predicts.</span> <div class="date">Posted December 11, 2024</div> <meta itemprop="datePublished" content="2024-12-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Five9-Launches-Bi-Directional-Presence-Feature-for-Microsoft-Teams-167241.aspx" title="Five9 Launches Bi-Directional Presence Feature for Microsoft Teams">Five9 Launches Bi-Directional Presence Feature for Microsoft Teams</a></h3> <span class="deck" itemprop="description">Five9 agents and Microsoft Teams users can now both see real-time presence status from a consolidated directory.</span> <div class="date">Posted December 11, 2024</div> <meta itemprop="datePublished" content="2024-12-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Alvaria-Unveils-the-Alvaria-Intelligence-Platform-167238.aspx" title="Alvaria Unveils the Alvaria Intelligence Platform">Alvaria Unveils the Alvaria Intelligence Platform</a></h3> <span class="deck" itemprop="description">Alvaria Intelligence Platform lets companies elevate contact center capabilities with AI.</span> <div class="date">Posted December 11, 2024</div> <meta itemprop="datePublished" content="2024-12-11" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Calabrio-Launches-AI-Driven-Solution-for-Healthcare-167180.aspx" title="Calabrio Launches AI-Driven Solution for Healthcare">Calabrio Launches AI-Driven Solution for Healthcare</a></h3> <span class="deck" itemprop="description">Calabrio is leading a partnership developing a platform to manage virtual and human agents for telemedicine and patient contact centers.</span> <div class="date">Posted December 06, 2024</div> <meta itemprop="datePublished" content="2024-12-06" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/RingCentral-Enhances-Zendesk-Integration-167066.aspx" title="RingCentral Enhances Zendesk Integration">RingCentral Enhances Zendesk Integration</a></h3> <span class="deck" itemprop="description">New features deliver deeper real-time data and context for seamless customer interactions.</span> <div class="date">Posted December 02, 2024</div> <meta itemprop="datePublished" content="2024-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/ASAPP-Turns-to-Amazon-Bedrock-167064.aspx" title="ASAPP Turns to Amazon Bedrock">ASAPP Turns to Amazon Bedrock</a></h3> <span class="deck" itemprop="description">ASAPP uses Amazon Bedrock to help contact centers build and scale generative AI solutions.</span> <div class="date">Posted December 02, 2024</div> <meta itemprop="datePublished" content="2024-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Features/Amazon-Connect-Puts-Generative-AI-to-Work-167062.aspx" title="Amazon Connect Puts Generative AI to Work">Amazon Connect Puts Generative AI to Work</a></h3> <span class="deck" itemprop="description">New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching.</span> <div class="date">Posted December 02, 2024</div> <meta itemprop="datePublished" content="2024-12-02" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Salesforce-Introduces-Agentforce-Testing-Center-166951.aspx" title="Salesforce Introduces Agentforce Testing Center">Salesforce Introduces Agentforce Testing Center</a></h3> <span class="deck" itemprop="description">Salesforce's Agentforce Testing Center is an AI agent lifecycle management tool for testing autonomous AI agents at scale.</span> <div class="date">Posted November 20, 2024</div> <meta itemprop="datePublished" content="2024-11-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Uniphore-Partners-with-Konecta-166949.aspx" title="Uniphore Partners with Konecta">Uniphore Partners with Konecta</a></h3> <span class="deck" itemprop="description">Uniphore and Konecta have joined forcers to advance AI in customer experience and digital transformation.</span> <div class="date">Posted November 20, 2024</div> <meta itemprop="datePublished" content="2024-11-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Talkdesk-Launches-Embedded-166947.aspx" title="Talkdesk Launches Embedded">Talkdesk Launches Embedded</a></h3> <span class="deck" itemprop="description">Talkdesk Embedded brings conversational AI into third-party CRM and helpdesk applications.</span> <div class="date">Posted November 20, 2024</div> <meta itemprop="datePublished" content="2024-11-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/ServiceTitan-Launches-Contact-Center-Pro-166945.aspx" title="ServiceTitan Launches Contact Center Pro">ServiceTitan Launches Contact Center Pro</a></h3> <span class="deck" itemprop="description">ServiceTitan's Contact Center Pro is a UCaaS and CCaaS solution for the service trades.</span> <div class="date">Posted November 20, 2024</div> <meta itemprop="datePublished" content="2024-11-20" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Mitel-Launches-Mitel-CX-166906.aspx" title="Mitel Launches Mitel CX">Mitel Launches Mitel CX</a></h3> <span class="deck" itemprop="description">Mitel CX extends CX capabilities to all employees, inside and outside the contact center.</span> <div class="date">Posted November 19, 2024</div> <meta itemprop="datePublished" content="2024-11-19" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Bucher---Suter-Partners-with-Upstream-Works-166851.aspx" title="Bucher + Suter Partners with Upstream Works">Bucher + Suter Partners with Upstream Works</a></h3> <span class="deck" itemprop="description">Partnership expands Bucher + Suter's private cloud offerings with Upstream Works' advanced omnichannel capabilities.</span> <div class="date">Posted November 14, 2024</div> <meta itemprop="datePublished" content="2024-11-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/IntelePeers-SmartAgent-and-SmartOffice-Now-in-Microsoft-Azure-Marketplace-166848.aspx" title="IntelePeer鈥檚 SmartAgent and SmartOffice Now in Microsoft Azure Marketplace">IntelePeer鈥檚 SmartAgent and SmartOffice Now in Microsoft Azure Marketplace</a></h3> <span class="deck" itemprop="description">Microsoft Azure customers worldwide now gain access to IntelePeer's AI-driven customer interaction automation solutions.</span> <div class="date">Posted November 14, 2024</div> <meta itemprop="datePublished" content="2024-11-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Cognigy-Unveils-Agentic-AI-166838.aspx" title="Cognigy Unveils Agentic AI">Cognigy Unveils Agentic AI</a></h3> <span class="deck" itemprop="description">Agentic AI is Cognigy's latest addition to its Cognigy.AI platform.</span> <div class="date">Posted November 14, 2024</div> <meta itemprop="datePublished" content="2024-11-14" /> </div> <div class="article-list" itemprop="itemListElement" itemscope="itemscope" itemtype="http://schema.org/Article"> <h3><a itemprop="url" href="http://www.smartcustomerservice.com/Articles/News-Briefs/Dialpad-Launches-Dialpad-Support-166820.aspx" title="Dialpad Launches Dialpad Support">Dialpad Launches Dialpad Support</a></h3> <span class="deck" itemprop="description">Dialpad Support leverage generative AI to boost customer service efficiency.</span> <div class="date">Posted November 13, 2024</div> <meta itemprop="datePublished" content="2024-11-13" /> </div> </div> <div id="secondary_sidebar"> <div class="sidebar_section"> <h3>Connect with <span class="bold">SCS</span></h3> <div style="margin-bottom:10px; width:300px;"> <a title="Smart Customer Service on Facebook" style="text-decoration: none; color: #cc0000;" href="https://www.facebook.com/SmartCustService/" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0" src="https://conferences.infotoday.com/images/socialmedia/black-circles/32x32-Circle-49-FB.png" alt="" width="32" height="32" /> </a> <a title="Smart Customer Service on LinkedIn" style="text-decoration: none; color: #cc0000;" href="https://www.linkedin.com/groups/5156699/" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0;" src="https://conferences.infotoday.com/images/socialmedia/black-circles/32x32-Circle-49-LI.png" alt="" width="32" height="32" /> </a> <a title="Smart Customer Service on Twitter" style="text-decoration: none; color: #cc0000;" href="https://twitter.com/smartcustserv" target="_blank"> <img style="float:left; margin:4px 4px 0 0; border:0" src="https://dzceab466r34n.cloudfront.net/Images/OtherImages/160917-X-Logo-ORG.png" alt="" width="32" height="32" /> <div style="padding-top:10px; float-left;font-weight:bolder;">@SmartCustServ </div> </a> </div> </div> <br style="clear: both;" /> <div style="width: 300px; height: 250px; background-color: #666;" itemscope="itemscope" itemtype="http://schema.org/WPAdBlock"> <div id='div-gpt-ad-1374585989977-2' style='width:300px; height:250px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-2'); }); </script> </div> </div> <br style="clear: both;" /> <div class="sidebar_section"> <h3>Email <span class="bold">Newsletter</span></h3> <label for="txtEmail">Email:</label> <input id="txtEmail" style="margin:0 0 5px 5px;width:240px;"/> <table> <tr> <td valign="top"><input type="checkbox" checked="checked" id="chkWeekly" /></td> <td> <div style="font-weight:bolder;"><label for="chkWeekly">Smart Customer Service eWeekly</label></div> <div style="margin-bottom:5px;">Receive customer service news, trends, and analysis, plus expert advice.</div> </td> </tr> <tr> <td valign="top"><input type="checkbox" checked="checked" id="chkBulletin" /></td> <td> <div style="font-weight:bolder;"><label for="chkBulletin">Smart Customer Service Bulletin</label></div> <div>Periodically, get important offers from SmartCustomerService.com or our advertising partners. </div> </td> </tr> </table> <div style="text-align:center; margin:5px 0 5px 0;"> <input type="button" id="btnSubscribe" value="Subscribe"> </div> </div> <script type="text/javascript"> $(function() { $("input#btnSubscribe").click(function() { var elm = document.getElementById("txtEmail"); var buf = "?email=" + encodeURIComponent(elm.value); var lists = ""; elm = document.getElementById("chkWeekly"); if (elm.checked == true) lists += "1729"; elm = document.getElementById("chkBulletin"); if (elm.checked == true){ if (lists.length > 0) lists += ","; lists += "1730"; } buf += "&lists=" + lists; var url = "https://www.smartcustomerservice.com/NewsLetters/Subscribe.aspx" + buf; $.get(url, function(response) { $("div#content").append(response); }); }); }); </script> <section> <div class="sidebar_section"> <h3>Best <span class="bold">Practices</span></h3> <ul class="red"> <li> <a href="http://www.smartcustomerservice.com/Best-Practices/GenAI-for-Customer-Service-%e2%80%93Pitfalls-and-Lessons-Learned_13744.aspx"> GenAI for Customer Service 鈥揚itfalls and Lessons Learned </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Best-Practices/">More Best Practices</a></div> </div> </section> <div class="sidebar_section"> <h3><span class="bold">Webinars</span></h3> <ul class="red"> <li> <a title='Conversational AI: Revolutionizing Customer Interactions' href="http://www.smartcustomerservice.com/Webinars/2143-Conversational-AI-Revolutionizing-Customer-Interactions.htm"> Conversational AI: Revolutionizing Customer Interactions </a> </li> <li> <a title='Optimizing Outbound Communications: Strategies and Technologies for Effective Customer Engagement' href="http://www.smartcustomerservice.com/Webinars/2200-Optimizing-Outbound-Communications-Strategies-and-Technologies-for-Effective-Customer-Engagement.htm"> Optimizing Outbound Communications: Strategies and Technologies for Effective Customer Engagement </a> </li> <li> <a title='Redefining Possible: How AI is Reshaping End-to-End Workflows that Drive CX' href="http://www.smartcustomerservice.com/Webinars/2218-Redefining-Possible-How-AI-is-Reshaping-End-to-End-Workflows-that-Drive-CX.htm"> Redefining Possible: How AI is Reshaping End-to-End Workflows that Drive CX </a> </li> <li> <a title='Future-Proofing Customer Experience with AI-Powered Solutions' href="http://www.smartcustomerservice.com/Webinars/2162-Future-Proofing-Customer-Experience-with-AI-Powered-Solutions.htm"> Future-Proofing Customer Experience with AI-Powered Solutions </a> </li> <li> <a title='Redefining Contact Center Efficiency with AI Solutions' href="http://www.smartcustomerservice.com/Webinars/2163-Redefining-Contact-Center-Efficiency-with-AI-Solutions.htm"> Redefining Contact Center Efficiency with AI Solutions </a> </li> <li> <a title='Smarter Self-Service: Leveraging Technology for Effortless Customer Care' href="http://www.smartcustomerservice.com/Webinars/2168-Smarter-Self-Service-Leveraging-Technology-for-Effortless-Customer-Care.htm"> Smarter Self-Service: Leveraging Technology for Effortless Customer Care </a> </li> <li> <a title='Transforming Agent Experience with AI: Boosting Performance and Satisfaction' href="http://www.smartcustomerservice.com/Webinars/2165-Transforming-Agent-Experience-with-AI-Boosting-Performance-and-Satisfaction.htm"> Transforming Agent Experience with AI: Boosting Performance and Satisfaction </a> </li> <li> <a title='Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions' href="http://www.smartcustomerservice.com/Webinars/2167-Exploring-the-Future-of-AI-Driven-Analytics-Trends-Shaping-Tomorrows-Decisions.htm"> Exploring the Future of AI-Driven Analytics: Trends Shaping Tomorrow's Decisions </a> </li> <li> <a title='Knowledge Management and AI: Enhancing CX and Employee Productivity' href="http://www.smartcustomerservice.com/Webinars/2164-Knowledge-Management-and-AI-Enhancing-CX-and-Employee-Productivity.htm"> Knowledge Management and AI: Enhancing CX and Employee Productivity </a> </li> <li> <a title='Transforming Real-Time Customer Feedback into Action with AI' href="http://www.smartcustomerservice.com/Webinars/2166-Transforming-Real-Time-Customer-Feedback-into-Action-with-AI.htm"> Transforming Real-Time Customer Feedback into Action with AI </a> </li> <li> <a title='Mastering Hybrid Contact Centers: Overcoming Key Challenges' href="http://www.smartcustomerservice.com/Webinars/2176-Mastering-Hybrid-Contact-Centers-Overcoming-Key-Challenges.htm"> Mastering Hybrid Contact Centers: Overcoming Key Challenges </a> </li> <li> <a title='Smart Customer Journeys with AI and Technology' href="http://www.smartcustomerservice.com/Webinars/2181-Smart-Customer-Journeys-with-AI-and-Technology.htm"> Smart Customer Journeys with AI and Technology </a> </li> <li> <a title='Omnichannel Solutions for Smarter Customer Care: Harnessing AI and Data' href="http://www.smartcustomerservice.com/Webinars/2182-Omnichannel-Solutions-for-Smarter-Customer-Care-Harnessing-AI-and-Data.htm"> Omnichannel Solutions for Smarter Customer Care: Harnessing AI and Data </a> </li> <li> <a title='Marketing Automation for the Midmarket: Tools Built for Growing Businesses' href="http://www.smartcustomerservice.com/Webinars/2183-Marketing-Automation-for-the-Midmarket-Tools-Built-for-Growing-Businesses.htm"> Marketing Automation for the Midmarket: Tools Built for Growing Businesses </a> </li> <li> <a title='Sales Enablement 2025: Support Your Sales Team This Year!' href="http://www.smartcustomerservice.com/Webinars/2184-Sales-Enablement-2025-Support-Your-Sales-Team-This-Year!.htm"> Sales Enablement 2025: Support Your Sales Team This Year! </a> </li> <li> <a title='Customer Service Reinvented: CCaaS, WEM, and AI in Action' href="http://www.smartcustomerservice.com/Webinars/2185-Customer-Service-Reinvented-CCaaS-WEM-and-AI-in-Action.htm"> Customer Service Reinvented: CCaaS, WEM, and AI in Action </a> </li> <li> <a title='Unlock CRM, CDPs, and AI for Next-Level Customer Insights' href="http://www.smartcustomerservice.com/Webinars/2187-Unlock-CRM-CDPs-and-AI-for-Next-Level-Customer-Insights.htm"> Unlock CRM, CDPs, and AI for Next-Level Customer Insights </a> </li> <li> <a title='Predictive Analytics & AI: The Future of Customer Service' href="http://www.smartcustomerservice.com/Webinars/2186-Predictive-Analytics-and-AI-The-Future-of-Customer-Service.htm"> Predictive Analytics & AI: The Future of Customer Service </a> </li> <li> <a title='The Role of AI in Compliance and Data Privacy' href="http://www.smartcustomerservice.com/Webinars/2175-The-Role-of-AI-in-Compliance-and-Data-Privacy.htm"> The Role of AI in Compliance and Data Privacy </a> </li> <li> <a title='AI in Fraud Detection and Prevention' href="http://www.smartcustomerservice.com/Webinars/2188-AI-in-Fraud-Detection-and-Prevention.htm"> AI in Fraud Detection and Prevention </a> </li> <li> <a title='The Power of Personalization: AI-Driven Strategies for Customer Loyalty' href="http://www.smartcustomerservice.com/Webinars/2189-The-Power-of-Personalization-AI-Driven-Strategies-for-Customer-Loyalty.htm"> The Power of Personalization: AI-Driven Strategies for Customer Loyalty </a> </li> <li> <a title='2025 Customer Experience Wins - What Worked and Why' href="http://www.smartcustomerservice.com/Webinars/2190-2025-Customer-Experience-Wins---What-Worked-and-Why.htm"> 2025 Customer Experience Wins - What Worked and Why </a> </li> <li> <a title='AI, Automation, and Omnichannel: Redefining Customer Support in 2025' href="http://www.smartcustomerservice.com/Webinars/2191-AI-Automation-and-Omnichannel-Redefining-Customer-Support-in-2025.htm"> AI, Automation, and Omnichannel: Redefining Customer Support in 2025 </a> </li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/Webinars/">More Webinars</a></div> </div> <div class="sidebar_section"> <h3>Content <span class="bold">Library</span></h3> <ul> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Embracing-Generative-AI-Through-a-Unified-Customer-Experience-(CX)-Platform-Approach_14029.aspx">Embracing Generative AI Through a Unified Customer Experience (CX) Platform Approach</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Creating-360-Degree-CX-Awareness-with-Purpose-Built-AI_13995.aspx">Creating 360-Degree CX Awareness with Purpose-Built AI </a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/CX-AI-Maturity-Assessment-and-Guidebook_14030.aspx">CX AI Maturity Assessment and Guidebook</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/The-Automation-Playbook_14032.aspx">The Automation Playbook</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Forrester-Report-With-Agentic-AI-Generative-AI-Is-Evolving-From-Words-To-Actions_14031.aspx">Forrester Report: With Agentic AI, Generative AI Is Evolving From Words To Actions</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Contact-Center-Performance-See-How-Your-Contact-Center-Measures!_14018.aspx">Contact Center Performance: See How Your Contact Center Measures!</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Cutting-Through-the-Noise-The-Truth-About-Enterprise-AI-and-Language-in-2025_14013.aspx">Cutting Through the Noise: The Truth About Enterprise AI and Language in 2025</a></li> <li><a href="http://www.smartcustomerservice.com/ContentLibrary/Beyond-basic-integration-Unify-your-CRM-system-and-contact-center_13993.aspx">Beyond basic integration: Unify your CRM system and contact center</a></li> </ul> <div class="more-link"><a href="http://www.smartcustomerservice.com/ContentLibrary/">More Content Library</a></div> </div> </div> </div> <div class="clear"></div> <div class="ad_leaderboard ad_bottom"> <div id='div-gpt-ad-1374585989977-4' style='width:728px; height:90px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-4'); }); </script> </div> </div> </div> <div id="footer_wrapper"> <footer> <div id="footer" itemtype="http://schema.org/WPFooter" itemscope="itemscope"> <div id="colFooter1"> <div id="logo_footer"> <img src="http://www.smartcustomerservice.com/images/structure/logo_200.png" title="Smart Customer Service" alt="Smart Customer Service"/> </div> <div style="margin:10px 0 10px 0; color:#aaaaaa; font-style:italic"> Breaking news, analysis, and advice from leading industry experts to help organizations deliver the best customer service experiences. </div> All Content <br />Copyright © 2013 - 2025<br> <a href="http://www.infotoday.com/" target="_blank">Information Today, Inc.</a> <br><br/> Smart Customer Service<br> 143 Old Marlton Pike <br> Medford, NJ 08055-8750 <br> (212) 251-0608 <br> <br><br> <a href="http://www.infotoday.com/privacy.shtml" target="_blank" style="font-weight:bolder;font-size:14px;">PRIVACY/COOKIES POLICY</a> </div> <div id="colFooter2"> <h2>Topics</h2> <ul id="col1"> <li><a title="Analytics" href="http://www.smartcustomerservice.com/Categories/Analytics_497.aspx">Analytics </a></li> <li><a title="Automated Support" href="http://www.smartcustomerservice.com/Categories/Automated-Support_496.aspx">Automated Support</a></li> <li><a title="Cloud-based Support" href="http://www.smartcustomerservice.com/Categories/Cloud-based-Support_524.aspx">Cloud-based Support</a></li> <li><a title="Customer Relationship Management" href="http://www.smartcustomerservice.com/Categories/CRM_494.aspx">CRM</a></li> <li><a title="Cross-Channel Support" href="http://www.smartcustomerservice.com/Categories/Cross-Channel-Support_522.aspx">Cross-Channel Support</a></li> <li><a title="Infrastructure & Hardware" href="http://www.smartcustomerservice.com/Categories/Infrastructure--Hardware_492.aspx">Infrastructure & Hardware</a></li> <li><a title="Interactive Voice Response" href="http://www.smartcustomerservice.com/Categories/IVR_493.aspx">IVR</a></li> <li><a title="Live Support" href="http://www.smartcustomerservice.com/Categories/Live-Support_495.aspx">Live Support</a></li> <li><a title="Managerial and Training" href="http://www.smartcustomerservice.com/Categories/Managerial-and-Training_498.aspx">Managerial and Training</a></li> <li><a title="Mobile Customer Service" href="http://www.smartcustomerservice.com/Categories/Mobile-Customer-Service_500.aspx">Mobile Customer Service</a></li> <li><a title="Outsourcing " href="http://www.smartcustomerservice.com/Categories/Outsourcing_525.aspx">Outsourcing </a></li> <li><a title="Social Customer Service" href="http://www.smartcustomerservice.com/Categories/Social-Customer-Service_499.aspx">Social Customer Service </a></li> <li><a title="Voice and Data Services" href="http://www.smartcustomerservice.com/Categories/Voice-and-Data-Services_527.aspx">Voice and Data Services</a></li> <li><a title="Voice of the Customer" href="http://www.smartcustomerservice.com/Categories/Voice-of-the-Customer_526.aspx">Voice of the Customer</a></li> </ul> </div> <div id="colFooter3"> <h2>Industries</h2> <ul id="col1"> <li><a title="Consumer Packaged Goods" href="http://www.smartcustomerservice.com/Categories/Consumer-Packaged-Goods_501.aspx">Consumer Packaged Goods</a></li> <li><a title="Education" href="http://www.smartcustomerservice.com/Categories/Education_503.aspx">Education</a></li> <li><a title="Financial Services" href="http://www.smartcustomerservice.com/Categories/Financial-Services_504.aspx">Financial Services</a></li> <li><a title="Government " href="http://www.smartcustomerservice.com/Categories/Government_505.aspx">Government </a></li> <li><a title="Healthcare/Pharmaceuticals" href="http://www.smartcustomerservice.com/Categories/Healthcare-Pharmaceuticals_506.aspx">Healthcare/Pharmaceuticals</a></li> <li><a title="Insurance" href="http://www.smartcustomerservice.com/Categories/Insurance_507.aspx">Insurance</a></li> <li><a title="Manufacturing" href="http://www.smartcustomerservice.com/Categories/Manufacturing_508.aspx">Manufacturing</a></li> <li><a title="Non-profit" href="http://www.smartcustomerservice.com/Categories/Non-profit_509.aspx">Non-profit</a></li> <li><a title="Professional Services" href="http://www.smartcustomerservice.com/Categories/Professional-Services_512.aspx">Professional Services</a></li> <li><a title="Retail" href="http://www.smartcustomerservice.com/Categories/Retail_513.aspx">Retail</a></li> <li><a title="Technology" href="http://www.smartcustomerservice.com/Categories/Technology_514.aspx">Technology</a></li> <li><a title="Telecommunications" href="http://www.smartcustomerservice.com/Categories/Telecommunications_515.aspx">Telecommunications</a></li> <li><a title="Transportation" href="http://www.smartcustomerservice.com/Categories/Transportation_516.aspx">Transportation</a></li> <li><a title="Travel Hospitality" href="http://www.smartcustomerservice.com/Categories/Travel-Hospitality_517.aspx">Travel Hospitality</a></li> <li><a title="Utilities" href="http://www.smartcustomerservice.com/Categories/Utilities_510.aspx">Utilities</a></li> </ul> </div> <div id="colFooter4"> <h2>Other ITI Sites</h2> <ul> <li><a href="https://www.dbta.com/" target="_blank" title="Database Trends and Applications">Database Trends and Applications</a></li> <li><a href="https://www.destinationcrm.com/" target="_blank" title="Destination CRM">Destination CRM</a></li> <li><a href="https://www.faulkner.com/" target="_blank" title="Faulkner Information Services">Faulkner Information Services</a></li> <li><a href="https://www.InfoToday.com/" target="_blank" title="InfoToday.com">InfoToday.com</a></li> <li><a href="https://www.InfoToday.eu/" target="_blank" title="InfoToday.com">InfoToday Europe</a></li> <li><a href="https://www.ITIResearch.com/" target="_blank" title="ITIResearch.com">ITIResearch.com</a></li> <li><a href="https://www.kmworld.com/" target="_blank" title="KMWorld">KMWorld</a></li> <li><a href="https://www.enterpriseaiworld.com/" target="_blank" title="Enterprise AI World">Enterprise AI World</a></li> <li><a href="https://www.infotoday.com/cilmag" target="_blank" title="Online Searcher">Online Searcher</a></li> <li><a href="https://www.speechtechmag.com/" target="_blank" title="Speech Technology">Speech Technology</a></li> <li><a href="https://www.streamingmedia.com/" target="_blank" title="Streaming Media">Streaming Media</a></li> <li><a href="https://www.streamingmediaglobal.com/" target="_blank" title="Streaming Media Europe">Streaming Media Europe</a></li> <li><a href="https://www.streamingmedia.com/producer" target="_blank" title="Streaming Media Producer">Streaming Media Producer</a></li> </ul> </div> <br style="clear:both;"/> <div id="copyright">Problems with this site? Please contact the <a href="mailto:webmaster@infotoday.com">webmaster</a>.</div> </div> </footer> </div> <div id='div-gpt-ad-1374585989977-3' style='width:1px; height:1px;'> <script type="text/javascript"> googletag.cmd.push(function() { googletag.display('div-gpt-ad-1374585989977-3'); }); </script> </div> <script type="text/javascript"> var _gaq = _gaq || []; _gaq.push(['_setAccount', 'UA-13073004-42']); _gaq.push(['_trackPageview']); (function () { var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true; ga.src = ('https:' === document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s); })(); </script> </form> </body> </html>

CINXE.COM

Infrastructure & Hardware - Smart Customer Service