4 Reasons Customers Still Love Contact Centers

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As brands increasingly strive to provide self-service options for customers to solve straightforward problems quickly and efficiently, contact centers are taking on new roles, becoming an extension of the brand. Here are four reasons why customers still love—and need—contact centers.

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Nuance Communications to Acquire TouchCommerce

The acquisition will unite Nuance's IVR solutions and TouchCommerce's "omnichannel" offerings under a common umbrella. (Featured on DestinationCRM.com.

Oren Smilansky | Jul 21, 2016
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Verint Launches Robotic Process Automation

Verint Systems yesterday launched Verint Robotic Process Automation, a set of advanced capabilities to automate, manage, and execute time-consuming, manual, and repetitive business processes, such as customer address changes, claims processing, billing, underwriting, and other high-volume tasks.

Leonard Klie | Jul 20, 2016
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Zendesk Launches Automatic Answers for Contact Centers

Zendesk has launched Automatic Answers, a feature powered by machine learning to help customers solve their inquiries without having to go through contact center agents. Companies can embed the technology right into their Web sites or mobile apps.

Leonard Klie | Jul 13, 2016
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NICE Introduces Engage 6.5

The latest release of NICE's recording platform provides deeper business insights across channels, including chat and Skype for Business.

Leonard Klie | Jul 08, 2016
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Twitter Is Testing More Customer Service Features

As Twitter continues to struggle and analysts start to speculate about a possible sale, the company is continuing to roll out features dedicated to the social customer service space. One new tool is designed to let consumers know when a brand is most active based on how quickly it responds to tweets and messages. Another is an updated Featured Tweet capability, which enables brands to pinpoint specific tweets that will remain fixed at the top of their feeds for other users to see immediately.

Maria Minsker | Jul 08, 2016
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TeleTech Introduces Second Major Release of Cisco-Based Contact Center Solution

eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.

Leonard Klie | Jul 06, 2016
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inContact Releases Customer Interaction Cloud 16.2

inContact, a provider of cloud contact center and workforce optimization software, has introduced the second major release of Customer Interaction Cloud for 2016, version 16.2. Updates include new capabilities across key components of its unified solution, including omnichannel routing, workforce optimization, analytics, Voice as a Service, and Open Cloud Platform.

Leonard Klie | Jun 29, 2016