Automatic call scoring is based on machine learning and predictive analytics technologies. (Featured on SpeechTechMag.com.)
Posted January 20, 2016
NuBot 3.12 enables organizations to test their telephony infrastructures and contact centers from end to end. (Featured on SpeechTechMag.com.)
Posted January 20, 2016
New management tools, workflow enhancements, and a community-as-a-service deployment model round out the enhancements to Telligent Community. (Featured on DestinationCRM.com.)
Posted January 20, 2016
Integration provides Microsoft Skype for Business users with a unified communications environment.
Posted January 15, 2016
Attensity Europe breaks away from its U.S. parent company and strengthens its focus on omnichannel customer service.
Posted January 13, 2016
Black Box expands its reseller agreement with Aspect for its cloud contact center offerings.
Posted January 13, 2016
Noble's cloud and CRM integration is expected to help Barry University enhance admissions and recruiting processes.
Posted January 13, 2016
DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on DestinationCRM.com.)
Posted January 11, 2016
Revenue for the Latin American contact center systems market dwindled, from $266 million in 2014 to $248.5 million in 2015, but it is expected to recover and reach $339.9 million by 2020, Frost & Sullivan noted.
Posted January 05, 2016
8x8's latest patent relates to a user interface associated with a networked contact center.
Posted January 05, 2016
Listing in the Oracle Cloud Marketplace offers added value to Oracle Service Cloud users.
Posted December 31, 2015
NICE Engage brings more multichannel capabilities and management tools to contact centers. (Featured on SpeechTechMag.com>.)
Posted December 22, 2015
Cisco contact centers can add a video channel to personalize customer care.
Posted December 21, 2015
NoHold's Web self-service technology has expanded its language support.
Posted December 18, 2015
The former contact center business of Working Solutions has acquired Bolder Thinking, a provider of cloud-based contact center software.
Posted December 16, 2015
Freshdesk's latest acquisition expands its omnichannel customer support offerings.
Posted December 16, 2015
Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015
Dialogic PowerMedia XMS will enhance NewNet's VoltDelta customer experience applications.
Posted December 14, 2015
Customer service agents using SAP Cloud for Customer can now engage people on chat apps like WeChat and Viber.
Posted December 14, 2015
The merger brings together two cloud contact center solutions providers.
Posted December 14, 2015
Joint solutions will blend live operator-assisted and artificial intelligence-driven conversations. (Featured on SpeechTechMag.com.)
Posted December 11, 2015
Fathom Connect is a cloud-based phone system for SMBs that offers call tracking and recording, voicemail-to-email transcription, click-to-call, call monitoring, and more.
Posted December 11, 2015
OpenMarket's Mobile Engagement Platform has uses for contact centers, marketing, and employee collaboration.
Posted December 10, 2015
The difference in memorable customer experiences is the employees with whom consumers interact.
Posted December 10, 2015
Promero plans to leverage Enghouse Interactive's Contact Center: Service Provider (CCSP) 7.2 software for its Promero Call Center Omni Channel solution.
Posted December 10, 2015
The partnership will address staffing allocation and extend appointment analytics into workforce optimization for retail banks.
Posted December 09, 2015
Changes include new systems integrator and telco/carrier programs and enhancements to simplify partner engagement.
Posted December 08, 2015
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