Cloud News

The 2020 Tech Innovator Awards

Kyle Alspach

The delivery of truly differentiated offerings that create opportunities for partners during this unprecedented period is the crowning achievement of our 2020 Tech Innovators.

Contact Center Apps


Cisco Webex Contact Center

With advanced capabilities leveraging artificial intelligence and machine learning, the Cisco Webex Contact Center enables enhanced customer experiences through greater speed and personalization. AI-driven capabilities include virtual agents (both voice and chat); real-time suggestions and guidance for agents; and call transcriptions and summaries. Integrated with enterprise-class calling, workforce optimization and data analytics, Cisco Webex Contact Center also offers interoperability with other Cisco products and cloud services via its multitenant cloud foundation. Meanwhile, partners and customers can develop customized features for Webex Contact Center, including AI features, through the availability of a set of APIs.


Avaya AI Virtual Agent

Avaya AI Virtual Agent integrates Google Cloud’s Contact Center AI technology to enable automation of simple tasks and free up employees. The offering leverages natural language understanding and conversational speech capabilities, and allows customers to deploy a single virtual agent across channels; capture customer context; and elevate the interaction to a live agent if needed.

CoreDial CoreNexa WFM

A workforce management module for CoreDial’s CoreNexa Contact Center solution, CoreNexa WFM allows businesses to manage both on-site and remote agents through cloud-based technology that is simple to deploy. The offering enables contact center administrators with capabilities for planning; monitoring and adjusting of agent schedules; tracking of adherence; and forecasting of incoming demand.

Edify Huddle

Edify Huddle brings together unified communications, contact center and communications platform functionality in a single, cloud-native software solution. The platform enables users to move easily among channels within one conversation, providing contact center agents with flexibility to solve problems faster and more completely from a centralized location.

Eleveo Workforce Management

Eleveo WFM is a cloud workforce management offering aimed at simplifying and improving forecasting and scheduling for contact centers and back-office teams. The offering provides automated integrations to Cisco Unified Contact Center Express APIs, while manual call history imports can be fully operational in less than a day.


Kyle Alspach

Kyle Alspach is a Senior Editor at CRN focused on cybersecurity. His coverage spans news, analysis and deep dives on the cybersecurity industry, with a focus on fast-growing segments such as cloud security, application security and identity security.  He can be reached at

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