Contact Center Performance Can Improve with AI, NICE Interactions Day 2 Speakers Affirm

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AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.

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AI Drives Contact Center Efficiency, NICE Stresses at Its Interactions Conference

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.

Phillip Britt | Apr 17, 2019
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Nearly 90 Percent of People Prefer Speaking to Live Customer Service Agents

New data from Clutch Research confirms the importance of incorporating a human touch in all customer service interactions.

Apr 16, 2019
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Google and Salesforce Join Forces to Improve Customer Service

Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.

Maria Minsker | Apr 12, 2019
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RingCentral Announces Google Dialogflow Integration

The integration aims to help users better manage digital customer interactions.

Sam Del Rowe | Apr 09, 2019
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Squelch Raises $12 Million to Connect Siloed Customer Service Platforms

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.

Maria Minsker | Apr 05, 2019
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For Facebook Customer Service, Ask an Employee Directly

Consumers and businesses that have trouble reaching Facebook for customer support may be surprised to find out that a possible reason for the delay is because the customer service team is busy solving issues for priority customers—employees' friends.

Maria Minsker | Mar 29, 2019
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CRM Magazine Names Its 2019 Customer Service Leaders

CRM magazine recognizes the top providers of contact center technology across nine market segments. (Featured on

Mar 26, 2019