Pegasystems Introduces Field Service CRM Application to Extend Pega 7 Platform

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Enterprise software provider Pegasystems continues to expand its Pega 7 platform with the launch of Pega Field Service CRM, an app for field service agents; it provides on-the-go CRM functionality to professionals who deliver service on site and unifies customer service across the customer journey, from an initial call to an actual service being performed.

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Avaya Launches Hybrid Midmarket Cloud Solutions

Avaya today launched a pair of multichannel unified communications and contact center hybrid cloud solutions targeted for the midmarket. Called Avaya Midmarket Cloud, the solutions are Powered by Avaya IP Office and OnAvaya-Google Cloud Platform.

Leonard Klie | Feb 09, 2016
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Stella Service Names L.L. Bean Top Retailer in Terms of Customer Service

For the second quarter in a row, L.L. Bean reigns supreme on Stella Service's benchmark report of retailers' customer service performance. Stella Service evaluated retailers by looking at a number of service areas, including the speed with which customer service issues are handled, the efficiency of returns and exchanges, and the amount of missed opportunities for customer engagement. Most notable were L.L. Bean's prompt responses to both phone and email requests, according to the report.

Maria Minsker | Feb 05, 2016
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Salesforce.com Expands Its Service Cloud Footprint

Salesforce.com yesterday introduced the next generation of its Customer Success Platform, Salesforce Lightning, and previewed its product strategy for the first half of the year. Included in those plans is an upgrade to Service Cloud Lightning, the company's unified customer service platform and ecosystem.

Leonard Klie | Feb 03, 2016
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Customer Service Security Isn’t Always Airtight, Even for Amazon

Earlier this week, former Amazon employee Eric Springer shared his recent experience with Amazon customer service, revealing that the e-commerce giant unknowingly gave away his identity to hackers on three occasions. Springer was alerted to the situation after receiving an email confirming a recent interaction with customer service via Web chat that he did not actually have.

Maria Minsker | Jan 29, 2016
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iQventures Taps IBM Watson for Sentiment Analysis

iQventures, a provider of call center and call intelligence technologies, has joined IBM Watson's ecosystem, where it will leverage Watson's cognitive computing capabilities to bolster its SpeechiQ platform with speech and sentiment analytics.

Oren Smilansky | Jan 28, 2016
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Wise.io Introduces Auto Reply for Customer Support

Wise.io, a provider of machine learning applications to help enterprises provide better customer experiences, today launched Wise Auto Response, an intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of incoming tickets and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address customer issues without involving agents.

Leonard Klie | Jan 27, 2016
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Switching to Social: A Q&A With Conversocial CEO Joshua March

With messaging apps such as Facebook Messenger and WeChat staking a claim to how consumers communicate on mobile devices, brands are working to get in on the action. Mobile support is becoming a must-have for customer service, but in-app support and service via the mobile Web just aren't cutting it. Joshua March, CEO at Conversocial, sat down with Smart Customer Service to discuss the evolution of social support and how Sprint is tackling the growing demands of the space.

Maria Minsker | Jan 22, 2016