News Briefs

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

Posted September 23, 2015

Posted September 23, 2015

Product enhancements support large-scale, global programs for in-the-moment, omnichannel feedback capture and personalized, role-based analysis.
Posted September 23, 2015

ContactWorld for Wearables connects contact center functionality to smartwatches and other devices.
Posted September 16, 2015

Click2Start offers big-business contact center technology for the SMB market.
Posted September 16, 2015

Posted September 11, 2015

Posted September 11, 2015

Application upgrades include a consolidated knowledgebase, omnichannel capabilities, and added routing functionality. (Featured on DestinationCRM.com.)
Posted September 10, 2015

Pega Customer Decision Hub adds contextual intelligence to marketing, sales, and service interactions and channels. (Featured on DestinationCRM.com.)
Posted September 09, 2015

Bright Pattern has added the WeChat messenger to its omnichannel call center platform.
Posted September 09, 2015

Microsoft Dynamics CRM 2016 will feature enhancements in productivity, intelligence, mobility, and customer service. (Featured on DestinationCRM.com.)
Posted September 08, 2015

With SnapEngage live chat integration, Zappix allows companies to add live chat to their Visual IVR mobile smartphone solutions.
Posted September 03, 2015

Vocalcom Social Care integrates with Twitter's new data products for customer care.
Posted September 03, 2015

Engagement Management Solutions will now be able to support omnichannel customer service environments in Brazil
Posted September 02, 2015

In-App Messaging allows brands to let customers talk to them via text message while staying within the mobile app.
Posted September 01, 2015

StepOne helps businesses manage call center scripts and other business processes in real time.
Posted August 31, 2015
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