Salesforce.com and Cisco Join Forces on Customer Service

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Customer service solutions providers Cisco and Salesforce.com announced a strategic alliance earlier this week that brings together their respective customer service solutions. The two companies worked on deep integrations of Cisco's collaboration, Internet of Things, and contact center platforms with Salesforce Sales Cloud, IoT Cloud, and Service Cloud. The goal for both companies is to augment each other's offerings for a more holistic slew of services.

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Salesforce.com Releases Einstein Artificial Intelligence Tools

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.)

Sep 21, 2016
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West Enhances Its Cloud Contact Center Solution

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.

Leonard Klie | Sep 16, 2016
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Trustpilot Integrates with Zendesk to Deliver a More Seamless Review Process

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.

Maria Minsker | Sep 16, 2016
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Zappix Adds Drag-and-Drop API Support for Visual IVR Integrations

The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems.

Oren Smilansky | Sep 15, 2016
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Skyscanner Travel Planner Snafu Highlights the Need for Live Agent–Bot Balance

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.

Maria Minsker | Sep 09, 2016
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[24]7 and Amdocs Partner

[24]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.

Leonard Klie | Sep 08, 2016
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Cyara Releases Version 6.4.0 of Its Platform

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.

Leonard Klie | Sep 02, 2016