Voice

Agent

Tendfor leverages CX leader AnywhereNow’s strengths to increase Microsoft Teams traction

October 15, 2025 Mark Cox Comments Off on Tendfor leverages CX leader AnywhereNow’s strengths to increase Microsoft Teams traction
Tendfor, a Swedish contact centre and console provider which was acquired a year ago by Dutch CX vendor AnywhereNow,  is already getting significant traction in the US and Canadian markets, with Fortune 500 US companies using Tendfor’s Microsoft Teams-native voice platform for enterprises. 

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Artificial Intelligence

Zendesk introduces major new AI capabilities in their Resolution Platform to empower customer service, employee service and contact centre teams

October 8, 2025 Mark Cox Comments Off on Zendesk introduces major new AI capabilities in their Resolution Platform to empower customer service, employee service and contact centre teams
The enhancements to services which had been around previously, in addition to others which were just acquired or developed in-house, strengthen the Resolution Platform with stronger AI agents, better employee Service, and Contact Center as-a-Service with smarter automation, better collaboration, and deeper insights.

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Artificial Intelligence

Five9 launches Five9 Fusion for ServiceNow to provide unified, AI-powered customer service

October 8, 2025 Mark Cox Comments Off on Five9 launches Five9 Fusion for ServiceNow to provide unified, AI-powered customer service
Five9, which makes an Intelligent CX Platform as part of its CCaaS offering, has announced Five9 Fusion for ServiceNow, a turnkey AI-powered integration that unifies voice and digital interactions through a real-time AI transcription stream and a single routing engine to empower businesses.

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Artificial Intelligence

Datalink Networks launches expanded Microsoft Teams Voice services

October 7, 2025 Mark Cox Comments Off on Datalink Networks launches expanded Microsoft Teams Voice services
IT managed service provider Datlalink has embarked on a collaboration around its expanded Microsoft Teams Voice services, with the idea that this will help organizations, especially those in regulated industries.

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Agent

Deepgram launches Flux Conversational Speech Recognition Model for real-time voice agents

October 6, 2025 Mark Cox Comments Off on Deepgram launches Flux Conversational Speech Recognition Model for real-time voice agents
Flux is different from other voice agents because it has been trained to understand the nuances of dialogue, so has a deeper knowledge of conversations, which also lets it deal with interruptions, which is typically the biggest problem with Voice AI Agents.

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Agent

Karen Bowman named as channel chief for Agentic AI company Quiq

October 3, 2025 Mark Cox Comments Off on Karen Bowman named as channel chief for Agentic AI company Quiq
Quiq is the leading innovator in agentic AI for CX solutions, and Bowman has been named to drive the technology solutions distributor’s ecosystem expansion.

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Artificial Intelligence

boost.ai enhances voice with upgrades to Conversational AI platform

October 1, 2025 Mark Cox Comments Off on boost.ai enhances voice with upgrades to Conversational AI platform
boost.ai says their new AI platform will provide a next-generation voice experience for enterprises., enhancing Enterprise Voice, introducing Express Voice, and rolling out new features, including real-time transcription, new performance analytics, speech-to-text fine-tuning, and natural background audio.

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Unified Communications

Poly targets hands-free use cases with Alexa for Business for Zoom Rooms with Poly

April 27, 2021 Mark Cox Comments Off on Poly targets hands-free use cases with Alexa for Business for Zoom Rooms with Poly
Alexa for Business for Zoom Rooms with Poly is initially targeted at the COVID sensitive market as companies return some of their workforce to the office, but they see the longer term use cases as extending well beyond that.

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Unified Communications

Zoom adds PBX capability to video platform to broaden collaboration capability

October 15, 2018 Mark Cox Comments Off on Zoom adds PBX capability to video platform to broaden collaboration capability
Zoom sees the expansion of the platform’s capabilities as broadening collaboration conversations for Zoom channel partners, who are a still small, but growing part of their go-to-market strategy.

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Partnerships

Cloud contact centre software maker 3CLogic unveils native integration with ServiceNow

May 14, 2018 Mark Cox Comments Off on Cloud contact centre software maker 3CLogic unveils native integration with ServiceNow
3CLogic is partnered deeply with a very select number of vendors, one of which is ServiceNow. The new integration lets ServiceNow reps handle all the interaction with 3CLogic phone support through the ServiceNow interface.

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