News Briefs

CFI Group's latest Government Contact Center Satisfaction Index remains unchanged, still lagging the private sector.
Posted June 20, 2018

Bright Pattern has opened points of presence in the U.K. and Ireland.
Posted June 20, 2018

Click2Coach 12.1 uses speech analytics to help contact center managers identify problems that can be addressed with agent coaching.
Posted June 20, 2018

Vonage CX Cloud includes real-time sentiment analysis and enhanced self-service with chatbots and visual IVRs powered by Nexmo. (Featured on DestinationCRM.com.)
Posted June 19, 2018

AgilOne's new 360 Profile for Customer Service provides real-time comprehensive customer-level insights to customer-facing teams.
Posted June 19, 2018

Avaya's contact center and unified communications technologies and services are now available through Telarus with Avaya Master Agent Program.
Posted June 19, 2018

New interaction analytics modules provide end-to-end customer intelligence using CallMiner's scalable Eureka platform engine.
Posted June 19, 2018

Integration of NICE Trading Recording Solution and IBM Cloud Object Storage allows secure storage of growing volumes of communications required for regulatory compliance. (Featured on DestinationCRM.com.)
Posted June 19, 2018

Avaya introduced new tools to improve the customer experience, boost operational and employee effectiveness, and helps companies address GDPR requirements.
Posted June 18, 2018

The collaboration will offer access to artificial intelligence-powered virtual solutions for chatbots.
Posted June 15, 2018

Chat business providing live website chat assistance to residential home service customers can now field Facebook and Google Messenger inquiries.
Posted June 15, 2018

By acquiring Intelenet, Teleperformance is strengthening its added-value Specialized Services business.
Posted June 15, 2018

HireIQ and Genesys together launch an AI-driven call center recruitment solution.
Posted June 13, 2018

Conversation.one's platform helps banks and credit unions build conversational interfaces for customer interactions.
Posted June 13, 2018

AnswerNet and Connect Direct are bringing customer service solutions and jobs to deaf and hard-of-hearing people.
Posted June 12, 2018

Speakeasy AI version 2.0 with Amplify extends intent insights across the entire voice customer journey. (Featured on DestinationCRM.com.)
Posted June 12, 2018

NICE Robotic Automation 6.7 debuts connectivity breakthrough and AI enhancements. (Featured on DestinationCRM.com.)
Posted June 12, 2018

The combined solutions convert voicemails to text or email. (Featured on DestinationCRM.com.)
Posted June 07, 2018

The NICE Automation Finder identifies process automation opportunities. (Featured on DestinationCRM.com.)
Posted June 07, 2018

Unbabel Translation-as-a-service integrates with Dynamics 365 and combines machine-learning and humans to provide responses in 28 languages. (Featured on DestinationCRM.com.)
Posted June 07, 2018

Zendesk's new workflow and collaboration tools help enterprises deliver better customer experiences at scale. (Featured on DestinationCRM.com.)
Posted June 07, 2018

LivePerson launches a platform to connect companies and consumers via Amazon Alexa and Google Assistant.
Posted June 05, 2018

Bright Pattern has expanded the multicloud portability of its contact center software with Microsoft Azure.
Posted June 05, 2018

Comm100's second-generation chatbot has been enhanced with artificial intelligence. (Featured on DestinationCRM.com.)
Posted June 05, 2018

The Innovation Incubator will focus primarily on mobility, security, and artificial intelligence."
Posted June 01, 2018

noHold 's virtual assistant specializes in pre-empting the live chat channel.
Posted June 01, 2018

Coach provides automated scoring and direct feedback across all agents for self-coaching and data-driven management.
Posted May 28, 2018

Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018

Glance's visual customer care platform now includes cobrowse, screen share, and agent video capabilities.
Posted May 24, 2018

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities.
Posted May 24, 2018

New API for PureCloud enables faster GDPR-mandated responses to consumer data requests to access, rectify, or delete personal information.
Posted May 24, 2018

The expanded dialing capabilities enable multinational companies to identify connectivity and audio quality issues with their toll and toll-free numbers.
Posted May 24, 2018

U.S. government agencies can now install NICE's cloud contact center solutions .
Posted May 24, 2018

Partnership helps companies create a single customer view while maintaining GDPR compliance.
Posted May 23, 2018

Sales and support agents can now remotely access customer devices to accelerate sales and improve customer experiences. (Featured on DestinationCRM.com.)
Posted May 23, 2018

Users can collaborate and create tickets in Zendesk without ever leaving the Slack app.
Posted May 22, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

FoneLogix will offer Enacomm's Conversational Banking and intelligent IVR technology to its bank and credit union clients.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Interactions' enhanced IVA platform delivers personalization, persistence, context, and more channel offerings.
Posted May 22, 2018

Aspect Software has added omnichannel chatbot developer features and a PCI II-compliant, secure IVR in Aspect CXP 18.
Posted May 22, 2018

CxEngage Scoreboard is an integrated performance management solution for contact centers.
Posted May 17, 2018

MarianaIQ will add to 8x8's artificial intelligence and machine learning capabilities.
Posted May 16, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

ServiceNow Virtual Agent lets employees get answers immediately and open cases directly from chats.
Posted May 10, 2018

Bright Pattern's omnichannel contact center software now integrates with Google to provide text-to-speech features to customers.
Posted May 10, 2018

Progress' conversational UI components for Telerik and Kendo UI enable .NET and JavaScript developers to create modern chatbot experiences.
Posted May 09, 2018

Fonolo's In-Call Rescue is compliant with Avaya's IP Office Platform
Posted May 09, 2018

New capabilities in Clarabridge's CX Analytics suite include effort scores and predictive and conversation analytics.
Posted May 08, 2018

ServiceNow users can access 3CLogic's cloud contact center software directly from within the app.
Posted May 08, 2018
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