News Features

Noble Systems announces a number of offerings and initiatives to help contact centers manage their employees.
Posted June 20, 2018

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.
Posted June 15, 2018

In a survey of more than 7,500 consumers, advisory firm KPMG identified the top firms when it comes to providing a great service experience.
Posted June 08, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

The new connector aims to seamlessly integrate Voximplant's telephony platform directly into Dialogflow. (Featured on DestinationCRM.com.)
Posted May 31, 2018

Amazon has recently taken a tough stance on customers that return items to the e-commerce giant too frequently. How do customers feel about it? Here's a sampling. (Featured on DestinationCRM.com.)
Posted May 25, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

Customer service professionals are passionate about providing customers with effective support, but many consider the technology they have to rely on to be an obstacle, according to a survey by Dimensional Research.
Posted May 10, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

Genesys CEO Paul Segre sees artificial intelligence, particularly blended AI, as the future of customer service.
Posted May 08, 2018

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018

At its annual F8 developer conference this week, Facebook announced some key updates to Messenger, which it has increasingly positioned as a tool for companies to connect with consumers, primarily for customer service.
Posted May 04, 2018

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018

Integrated offering from Avaya and Afiniti will drive performance, profit, and productivity improvements for enterprise contact centers.
Posted April 24, 2018

T-Mobile is the latest brand to become an Apple Business Chat partner, which means the company will now offer customer support via Apple's Business Chat tool. For consumers, this development spells convenience—now, they can use the iMessage app on their iPhones or iPads to connect with T-Mobile customer service representatives.
Posted April 20, 2018

The worldwide CRM software revenue reached nearly 40 billion in 2017. (Featured on DestinationCRM.com.)
Posted April 13, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

Speakers acknowledge the fast pace of change, but say companies can't lose sight of their customers. (Featured on DestinationCRM.com.)
Posted April 11, 2018

Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018

Delta Air Lines and Sears aren't too happy with their customer service provider right now—due to [24]7.ai's security breach last fall, hundreds of thousands of users' data may have been compromised, and the vendor hasn't confirmed or denied whether other companies have been affected as well.
Posted April 06, 2018

Guide Enterprise is designed to help large companies identify gaps in self-service content.
Posted April 03, 2018

At its TrailheaDX 2018 developer conference last week, Salesforce.com unveiled its new Integration Cloud, a solution that promises to more efficiently bring together systems, devices, and various data sources, and Lightning Flow tool, which aims to eliminate much of the friction associated with process automation.
Posted April 02, 2018

According to a new study, consumers are opting to use technology to help them throughout the purchase process, and they don't want to interact with store associates unless they need help.
Posted March 22, 2018

IDC expects automated customer service agents to be the largest use case for artificial intelligence and cognitive computing.
Posted March 22, 2018

Avaya technologist says digital transformation is about more than replacing legacy equipment.
Posted March 20, 2018

The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year.
Posted March 16, 2018

The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience.
Posted March 12, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

Dialpad, a cloud-based communications provider, has launched Call Center, a solution that eliminates much of the complexity involved with implementing traditional call centers and makes them accessible to small and midsize businesses.
Posted March 09, 2018

Research firm NelsonHall suggests that the rise in digital transformation will lead to more, not less, contact center outsourcing to offshore locations like India.
Posted March 05, 2018

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.
Posted March 02, 2018

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018

The global speech analytics market is expected to grow from $941.1 million in 2017 to $2.18 billion by 2022.
Posted February 27, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.
Posted February 20, 2018

L.L. Bean sent many of its customers into a frenzy last week, when the company announced that it was changing its lifelong guarantee policy, which allowed customers to bring back items whenever they wanted, with no expiration date on returns.
Posted February 16, 2018

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.
Posted February 14, 2018

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

A flexible software delivery option and suite of managed customer-premises equipment (CPE) services will strengthen payment data security and simplify PCI compliance.
Posted February 13, 2018

Salesforce has announced that it will invest $2 billion in Canada over the next five years, taking its customer service and CRM solutions to the United States' northern neighbor.
Posted February 09, 2018

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.
Posted February 02, 2018

Spoken's contact center offerings supercharge Avaya's move into big data, machine learning, AI, and the cloud.
Posted January 29, 2018

IBM and Salesforce have announced that they will be combining their artificial intelligence offerings to enhance customer service capabilities when it comes to automating the process of interpreting and handling customer service calls and chats.
Posted January 26, 2018

Together, the companies will provide a new offering, Cytrack Customer Experience Solutions. (Featured on DestinationCRM.com.)
Posted January 25, 2018
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