Expert Advice

Steve Pollema

3 Ways Companies Can Go All-In on Their Cloud Transitions

A hybrid approach that uses both cloud and premise-based systems can address many of the fears around migrating to cloud tech.

Denis Pombriant

Why Is Customer Service So Hard?

Companies need to adopt a customer-centric, subscription-based model to customer service.

Justin Robbins

Secrets to Big Success with a Small Customer Service Team

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.

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Vendor Views

Fang Cheng

The Trials of Training Your Chatbot and How to Avoid Them

Just like new puppies, bots need training before they can become our best friends.

Ben Rafferty

Reduce AHT to Reduce Costs

Lowering average handling time in the contact center could save millions of dollars per year.

Cher Zavala

Cash: The Ultimate Answer to Your Customer Service Conundrum

Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it.

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News Briefs

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LivePerson and IBM Launch AI-Powered Chat and Messaging Platform

Maria Minsker | June 16, 2017

IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.

Chick-Fil-A Bests Other Fast Food Joints on Customer Service

In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.

Maria Minsker | Jun 23, 2017

Nuance Partners with Apple for a Chat App

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.

Ramin Ganeshram | Jun 13, 2017

Nuance’s Digital Engagement Platform Adds More Chat Capabilities

Just a week after debuting intelligence assistant Nina's on the Amazon Alexa platform, the company is adding virtual assistant and asynchronous chat innovations to its Digital Engagement Platform.

Maria Minsker | Jun 12, 2017

Customer Service Needs to Expand Across Channels, A Q&A With Genesys CEO Paul Segre

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.

Oren Smilansky | Jun 12, 2017

Anexinet Unveils Mobile Customer Self-Service Platform

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)

Jun 05, 2017

Nuance Communications' Nina is Now Available Through Amazon Alexa

Speech technology provider Nuance Communications has announced it will soon bring its artificial intelligence-powered assistant Nina to Amazon Alexa, giving Nina users another channel through which to provide customer support.

Maria Minsker | Jun 02, 2017

Avtex Acquires Integrated Access Solutions

Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)

May 31, 2017

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