News Briefs

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

Authenticator 4.0 enables call centers to implement sophisticated risk-based authentication strategies.
Posted May 03, 2018

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements.
Posted May 03, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

Former Cisco executive Rowan Trollope will take over leadership of the cloud contact center software provider.
Posted May 01, 2018

Vonage's Vee chatbot is integrated with Facebook's Workplace conferencing app.
Posted May 01, 2018

Latest release of Upland's RightAnswers Knowledge Management solution provides a chatbot integration framework for third-party vendors.
Posted May 01, 2018

Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence.
Posted May 01, 2018

The new version allows contact center administrators to create automated speech recognition (ASR) applications.
Posted May 01, 2018

noHold has incorporated artificial intelligence into its SICURA platform for building virtual assistants.
Posted May 01, 2018

NICE will integrate Mattersight's cloud-based analytics with its NICE Nexidia technology.
Posted April 27, 2018

Integration allows for escalation from a text chat to a video chat.
Posted April 27, 2018

Noble adds native speech analytics to its solution offering.
Posted April 26, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

Appian Intelligent Contact Center helps companies build contact center solutions by uniting low-code development with artificial intelligence, robotic process automation, and case management.
Posted April 24, 2018

Vonage's cross-platform capability brings CRM information into its unified communications platform. (Featured on DestinationCRM.com.)
Posted April 20, 2018

BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018

Vonage's Vee enables streamlined management of unified communications capabilities with natural language.
Posted April 18, 2018

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

Channel partners can now tap into Brightlink's cloud services.
Posted April 17, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Oracle has added customer service, marketing, sales, and commerce capabilities to its Customer Experience Cloud suite. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Companies can now access chatbot features like transactional intelligence, context awareness, and seamless escalation via Inbenta's new APIs and SDKs.
Posted April 06, 2018

Jacada Interact V.10 supports the larger Autonomous CX suite to help companies design and build customer support applications.
Posted April 04, 2018

The business process as a service market is expected to reach $72.25 billion by 2025, with customer support and service making up the largest-growing segment.
Posted April 04, 2018

Vendasta Customer Voice helps companies gather and act on customer feedback. (Featured on DestinationCRM.com.)
Posted April 03, 2018

The sheer volume of messaging app users provides unlimited potential for chatbots, finds Strategy Analytics. (Featured on DestinationCRM.com.)
Posted April 03, 2018

Using SensAI, companies can automate the support process. (Featured on SpeechTechMag.com.)
Posted March 29, 2018

Bright Pattern secures PCI 3.2 certification from Compliance Point to support enterprise contact centers.
Posted March 28, 2018

Conversocial now supports WeChat as a customer interaction channel.
Posted March 28, 2018

Newly patented multichannel scheduling capability can assign the proper number of appropriately skilled agents in mixed text and voice environments.
Posted March 28, 2018

Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018

NICE inContact CXone will now be available to European companies, with GDPR compliance built in.
Posted March 23, 2018

The contact center outsourcer is engaging in cloud transformation using Avaya contact center solutions.
Posted March 21, 2018

The acquisition accelerates the integration of machine learning into the Sparq 3 customer intelligence platform. (Featured on DestinationCRM.com.)
Posted March 21, 2018

Helpshift SensAI allows companies to automate interactions and deliver personalized messages at scale.
Posted March 20, 2018

Vidyard GoVideo for Zendesk lets customer support agents capture and share personal video messages directly within Zendesk. (Featured on DestinationCRM.com.)
Posted March 20, 2018

ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018

InGenius Connector Enterprise 6.0 is now rated Avaya-compliant for the Avaya IP Office phone platform.
Posted March 15, 2018

Progress NativeChat offers native support for 72 languages and can integrate with web, mobile, and social channels.
Posted March 15, 2018

Native integration to Salesforce Service Cloud Lightning offers businesses more control and flexibility in orchestrating the customer journey across multiple communication channels.
Posted March 15, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

VoiceTrends 2.0 includes more detailed customer journey visualization, enhanced data metrics, and improved APIs
Posted March 14, 2018

Smartcalls allows companies to design flexible outbound calling campaigns with no programming.
Posted March 14, 2018

CallMiner Eureka update combines real-time and after-call analytics at 10 times the previous capacity.
Posted March 14, 2018

The company has added a number of new features to its chatbot building software.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018

Executive Overview Dashboard is added to Marchex Speech Analytics to help companies identify, convert, and retain customers with AI and machine learning.
Posted March 13, 2018
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