WFO vendor revenue is down, but recording and analytics continue to be in demand.
Posted October 27, 2017
The Pega Platform just got an update to its customer service application, including a number of new artificial intelligence features aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction while freeing up agents' time to work on complex requests.
Posted October 25, 2017
New research from Clutch has found how customers really perceive contact center agent interactions, and it's not always positive.
Posted October 18, 2017
Companies gain a competitive advantage with cloud-native contact centers, Frost & Sullivan finds.
Posted October 18, 2017
The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017
According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions.
Posted October 13, 2017
NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017
The French company just secured $2.5 million in funding from Nine Capital and EQT ventures and has 10 enterprise clients so far.
Posted October 09, 2017
Report finds that an omnichannel approach is now a necessity; use of chatbots, analytics, and other automation is on the rise.
Posted October 09, 2017
Robotic process automation has great potential to save money and increase efficiencies in customer service operations, the research firm has found.
Posted October 06, 2017
A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.
Posted September 29, 2017
According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.
Posted September 21, 2017
The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization. (Featured on DestinationCRM.com.)
Posted September 15, 2017
MarketsandMarkets eyes steady growth for interactive voice response technology through 2023. (Featured on SpeechTechMag.com.)
Posted September 04, 2017
MarketsandMarkets expects the global contact center software market to reach $29 billion by 2022.
Posted August 30, 2017
Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found.
Posted August 23, 2017
The acquisition expands TELUS's U.S. and international presence.
Posted August 21, 2017
While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.
Posted August 11, 2017
Call intelligence company Invoca has introduced Signal AI, an artificial intelligence solution that leverages machine learning to gather insights from call center conversations with customers and feed them back to different organizational teams.
Posted August 08, 2017
LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
Posted August 01, 2017
The cloud platform looks to help organizations improve their cross-channel customer experiences.
Posted July 31, 2017
The upgrades aim to boost productivity and mobility for customer service teams of all sizes.
Posted July 27, 2017
Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017
With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.
Posted July 20, 2017
The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools.
Posted July 14, 2017
Five9's Summer 2017 release places more emphasis on global capabilities.
Posted July 12, 2017
It's no secret that consumers want to be able to check in, choose their seats, and handle other pre-travel tasks via an app, but according to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying as well.
Posted July 07, 2017
In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.
Posted June 23, 2017
IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.
Posted June 16, 2017
Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017
Just a week after debuting intelligence assistant Nina's on the Amazon Alexa platform, the company is adding virtual assistant and asynchronous chat innovations to its Digital Engagement Platform.
Posted June 12, 2017
Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017
The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017
Speech technology provider Nuance Communications has announced it will soon bring its artificial intelligence-powered assistant Nina to Amazon Alexa, giving Nina users another channel through which to provide customer support.
Posted June 02, 2017
Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)
Posted May 31, 2017
Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.
Posted May 26, 2017
Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017
Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017
Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Posted May 12, 2017
The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on DestinationCRM.com.)
Posted May 04, 2017
New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017
To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017
For chatbots to be effective, they need to deliver the right information with little effort.
Posted April 27, 2017
Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.
Posted April 27, 2017
Among customer service platform provider Zendesk's claims to fame are the company's embeddables—software development kits (SDKs) for Web and mobile environments that enable elements of customer service to be easily added to online customer experiences. Now the company is taking its solutions to app development platform Fabric (which Google recently acquired from Twitter) with a Zendesk kit that includes these embeddable solutions.
Posted April 21, 2017
Chatbots are promising, but many of them simply don't add business value from a customer service perspective—yet. With the introduction today of the Pega Intelligence Virtual Assistant, Pegasystems is setting out to accelerate the process by offering artificial intelligence extenders for platforms including Facebook, Slack, and others.
Posted April 18, 2017
Call center analytics company Invoca just secured $30 million in series D funding, with Morgan Stanley Alternative Investment Partners as the lead investor. The company has been making waves recently, appointing a new CEO in July and possibly preparing for an IPO, Techcrunch reports. According to Kyle Christensen, senior vice president at Invoca, it's an important time for the company, and not just because of what's going on internally.
Posted April 14, 2017
Just a few months after revamping its Direct Messages, Twitter added a new feature to the offering: the location request feature, enabling businesses to ask customers they're conversing with to share their location via direct message.
Posted April 07, 2017
The technology has been updated with management, security, and connectivity capabilities to 'raise the bar' for scale.
Posted March 30, 2017
CRM delivers its 14th Annual Recognition of leading vendors across eight industry segments.
Posted March 29, 2017