Salesforce.com today released Salesforce Einstein, which brings artificial intelligence to its CRM offerings, enhancing areas such as customer service, sales, marketing, and commerce and providing more predictive and personalized customer experiences. (Featured on DestinationCRM.com.)
West, a provider of cloud-based communication applications and services, has enhanced its Cloud Contact Center with the addition of multichannel capabilities, including support for email, web chat, and text messaging; network-based queuing; and inbound and outbound call blending.
Online review platform provider Trustpilot is now integrated with Zendesk, a cloud-based customer service platform provider, in an effort to empower Trustpilot clients with a wider array of customer service tools and technology. Through the integration, a review on Trustpilot automatically generates a customer service ticket in Zendesk so that agents using Zendesk can be immediately alerted and can appropriately respond to the review.
The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems.
In the age of Siri, Cortana, and Echo, the idea of artificial intelligence conjures up a sense of fear not because of how it's been portrayed in science fiction, but because AI may one day pose a very real job threat across a number of professions, including customer service. AI tools can perform certain tasks faster and more efficiently than people, but a recent customer service hiccup from travel planning company Skyscanner serves as a reminder that, however powerful it is, AI won't be a catch-all tool for customer support.
7, a provider of customer engagement solutions, is partnering with Amdocs, a provider of customer experience software for the telecommunications industry, to deliver intelligent, personalized customer support across all service channels, including chat, email, voice, web, and mobile.
Cyara Solutions yesterday released version 6.4.0 of its omnichannel discovery, testing, and monitoring platform for customer service interactions. The Cyara 6.4.0 release brings increased intelligence to Virtual Agent and enhances enterprise security and audit requirements around user logins and application usage.