News Briefs

Vidyo's video communications platform is now available to Genesys customers through an integration with the Genesys omnichannel customer experience platform.
Posted December 08, 2015

Thje U.S. patent covers call routing over IP communications.
Posted December 03, 2015

United Airlines plans to equip customer service representatives in its U.S. hubs with Apple's iPhone 6 Plus, enabling them to meet customers' needs more quickly while having access to additional operational information at their fingertips.
Posted December 02, 2015

European customers will show greater preference for technology-based services than agent-based services, finds Frost & Sullivan.
Posted December 02, 2015

Leadership announcement aligns customer experience to a new executive position.
Posted December 01, 2015

Micrososft Outlook users can create customer support tickets right from within the Office 365 email client.
Posted November 18, 2015

Bright Pattern updated its call center software that extends Zendesk's cloud-based customer service platform with omnichannel cloud contact center capabilities.
Posted November 18, 2015

UserCare Software helps mobile app publishers add real-time customer service and customer relationship management within their apps.
Posted November 16, 2015

The global market for cloud-based contact centers is expected to surge from its current level of $4.68 billion to $14.71 billion by 2020, according to MarketsandMarkets research.
Posted November 12, 2015

HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015

Research from Frost & Sullivan found that Asian contact centers are auickly adopting multichannel, cloud-based applications.
Posted November 11, 2015

The contact center and office headset market is poised to double by 2021.
Posted November 05, 2015

3CLogic has added multichannel capabilities in its latest release.
Posted November 05, 2015

Kampyle's NebualCX lets companies see, share, and act on customer feedback.
Posted November 04, 2015

Patents relate to the company's callback technology.
Posted November 04, 2015

Patent improves how customers search and locate customer service via the Web.
Posted November 03, 2015

The integration brings remote support and chat functionality to Heat's platform.
Posted November 03, 2015

MX Version 11 blends Web chat and voice functionality in the same system.
Posted November 03, 2015

Adaptive WFO enables companies to create personalized customer experiences based on agent personas.
Posted November 02, 2015

Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan.
Posted October 29, 2015

Engage, Macaw Speech, StatSocial, Opentopic, Vennli, and Domus Semo Sancus are building apps that rely on Watson's cognitive computing capabilities. (Featured on DestinationCRM.com.)
Posted October 27, 2015

Talkdesk Talkstart helps startups to create call centers for their sales and support teams.
Posted October 27, 2015

New features of Verint EFM make it easier to launch and manage customer surveys across multiple platforms. (Featured on DestinationCRM.com.)
Posted October 23, 2015

Transera Call Center for Salesforce creates call center management capabilities from within Salesforce.
Posted October 22, 2015

Smart Chat is a hosted solution for Web and mobile customer support.
Posted October 22, 2015

Zappix Visual IVR expands API support for greater voice IVR integration.
Posted October 21, 2015

The all-stock deal is valued at $22.5 million.
Posted October 20, 2015

Posted October 19, 2015

Posted October 15, 2015

The $45 million acquisition brings BIME Analytics to Zendesk's customer data platform.
Posted October 14, 2015

The Zendesk Apps Marketplace now offers LiveOps telephony integration.
Posted October 14, 2015

New feature allows businesses to embed Webcam video directly into support tickets.
Posted October 14, 2015

New features deliver greater insights into call center operations and improved management capabilities.
Posted October 09, 2015

Posted October 09, 2015

Posted October 09, 2015

Posted October 09, 2015

Posted October 07, 2015

Posted October 07, 2015

Posted October 05, 2015

Posted October 05, 2015

Posted September 30, 2015

New cloud service designed to help contact centers accelerate business impact, deliver consistent outcomes, and innovate the customer and agent experience.
Posted September 30, 2015

The fall 2015 release of inContact's Cloud Customer Interaction Platform includes greater integrations and multichannel capabilities.
Posted September 30, 2015

ComputerTalk brings its latest Intelligent Communications Exchange (ice) contact center software to the Microsoft Enterprise Cloud Alliance.
Posted September 29, 2015

Posted September 28, 2015

39 percent of contact center leaders admit to struggling with identifying and measuring performance.
Posted September 28, 2015

Tadiran Telecom becomes the first enterprise communication solutions vendor listed on the Amazon Marketplace.
Posted September 28, 2015

The need for multichannel customer care is necessitating adoption of cloud solutions, finds Frost & Sullivan.
Posted September 28, 2015

Posted September 28, 2015

Verint Engagement Management will help support citizen engagement and aid in case management and resolution.
Posted September 24, 2015
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