News Briefs

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
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>.)
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
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
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
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