Latest Version of Coveo's 'Intelligent' Search Puts Queries Into Context

Article Image

Effective self-service functionality can make a company's customer experience stand out, and solid search capabilities play a key role in ensuring that customers quickly find the resources they need. With the introduction of Coveo's new Sitecore native search app, Coveo for Sitecore Pro Cloud Edition (as well as an on-premises version of the same tool), companies can add context to customers' searches and improve the relevance of the content that is returned in a search.

Article Image

TeamSupport Adds Customer Families and WebRTC Support in Its Spring Release

Based on feedback it has received from its customers, B2B customer support and help desk software provider TeamSupport has added Customer Families as part of the spring release of its support platform and upgraded its ScreenView screen recording software to support WebRTC.

Leonard Klie | Apr 27, 2016
Article Image

Interactions and Arise Virtual Solutions Partner on Virtual Assistant

Interactions, a provider of speech and natural language technology, and Arise Virtual Solutions, a provider of work-from-home agent business process outsourcing (BPO) services, have partnered to expand the delivery of conversational virtual assistant solutions for customer care.

Leonard Klie | Apr 22, 2016
Article Image

LiveWorld Unveils Conversation Management Platform

Social customer service software and services provider LiveWorld today launched the Conversation Management Platform, a cloud-based solution to help companies manage customer conversations across social media and messaging apps in real time.

Leonard Klie | Apr 19, 2016
Article Image

Facebook Debuts Customer Service Bots on Messenger

At its developer conference this week, Facebook introduced bots on Messenger, an automated response system for customer support and other e-commerce interactions. The chatbots are powered by Messenger's updated Send and Receive API, which enables the platform to not only support text, but also other types of content such as images and links. Call-to-action buttons will also be available on the updated platform, according to Facebook.

Maria Minsker | Apr 15, 2016
Article Image

Pegasystems Acquires Robotic Automation Software Provider OpenSpan

Pegasystems today announced its acquisition of OpenSpan, a provider of robotic process automation (RPA) and workforce analytics software, bringing together robotics, analytics, and case management to enable more productive contact center employees.

Leonard Klie | Apr 12, 2016
Article Image

Uber Replaces Email With In-App Support

After relying on email customer support for six years, Uber is ditching the channel in favor of in-app self-service. As the company expands globally, email is proving to be an unsustainable support route, especially in countries such as India where email is not widely available. The redesigned help function within the app will now replace email and will tackle the most common questions and concerns that riders and drivers have, including giving riders easy access to passenger ratings.

Maria Minsker | Apr 08, 2016
Article Image

WorkFlex Lets Agents Manage Their Own Scheduling

WorkFlex's agent self-scheduling empowerment tool is expanded beyond hours and days to the type of work performed during the day.

Leonard Klie | Apr 05, 2016