News Features

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019

NICE's Strategic Planner applies artificial intelligence to workforce management and employee engagement to aid in long-term planning.
Posted February 26, 2019

In a new study, a majority of consumers say that customer service quality is a major factor in their shopping decisions.
Posted February 15, 2019

New capabilities improve interactions, workflows, agent and supervisor productivity, scalability, and security.
Posted February 11, 2019

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019

The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019

In the America's Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby's, which came up third.
Posted February 01, 2019

The messaging app is rolling out three new features for brands to use through their desktop—quick replies, labels, and chat list filtering.
Posted January 25, 2019

The suite of new Freshchat features aims to help businesses build better relationships with prospects and customers. (Featured on DestinationCRM.com.)
Posted January 24, 2019

The integration enables organizations using Zendesk Support to talk to customers in more than 150 languages.
Posted January 22, 2019

Avaya this week is introducing its Avaya Intelligent Xperiences (Avaya IX) portfolio.
Posted January 21, 2019

One customer of the pet supplies e-retailer got a pleasant surprise when she left a negative review about a product sold on the company's site.
Posted January 18, 2019

Avaya adds partners and product offers to its AI Connect ecosystem for unified communications and contact center solutions.
Posted January 17, 2019

Voice user interface designers can use Orbita Prototype to create, test, measure, and iterate on conversational dialogues.
Posted January 16, 2019

The certification is awarded after a selective process and is only given to call centers that rank among the top 10 percent of companies that BenchmarkPortal—a research firm offering benchmarking, certification, training and consulting tools—evaluates.
Posted December 28, 2018

For toy manufacturers like Mattel, a turnaround might be coming thanks to its commitment to customer service in this critical fourth quarter.
Posted December 21, 2018

Verint will add to its omnichannel cloud voice of the customer portfolio with its acquisition of ForeSee. (Featured on DestinationCRM.com.)
Posted December 17, 2018

TechSee's AI-based video service leverages a combination of computer vision, augmented reality, and users' smartphone cameras to deliver tech support to customers.
Posted December 14, 2018

The company's new holiday campaign is all about putting a positive spin on customer service during the busiest time of year.
Posted December 07, 2018

The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018

LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

It turns out that live chats have a hidden feature that customers may not be aware of—agents can see what they're typing before they hit enter.
Posted November 30, 2018

Together, Neustar and TRUSTID will deliver a suite of call center fraud, risk, and caller authentication solutions. (Featured on DestinationCRM.com.)
Posted November 29, 2018

The new functionality arises from integrating the LiveChat and ChatBot solutions.
Posted November 27, 2018

Credit unions have traditionally been known for delivering personalized customer service, but they're not keeping pace with technology.
Posted November 16, 2018

The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018

RingCentral also launched a unified mobile app and new integrations to expand its communications and collaboration platforms.
Posted November 14, 2018

The Community Platform provides a forum for customers to connect with fellow users, experts, and developers.
Posted November 09, 2018

New research reveals that there's a reason why some customers are able to get through to agents at call centers faster than others. It comes down to a 'customer score,' a calculation of how valuable that customer is to the business.
Posted November 02, 2018

The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018

The new offering is an AI-powered forecasting and scheduling service for workforce management. (Featured on DestinationCRM.com.)
Posted October 30, 2018

Calabrio adds enterprise scalability and other enhancements to automate and simplify management of large-scale workforce optimization deployments.
Posted October 30, 2018

Largely flying under the radar, artificial intelligence-powered customer service platform Afiniti has quietly raised $130 million in series D funding for its technology, which uses AI and behavioral pairing to connect customer callers and agents.
Posted October 26, 2018

The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018

Research firm MarketsandMarkets expects the global contact center software market to reach $38.6 billion by 2024.
Posted October 19, 2018

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Posted October 17, 2018

Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018

Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.
Posted October 05, 2018

CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.
Posted October 04, 2018

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.
Posted September 20, 2018

Microsoft introduced Dynamics 365 AI for Customer Service, Dynamics 365 AI for Market Insights, Dynamics 365 AI for Sales, Dynamics 365 Remote Assist, and Dynamics 365 Layout ahead of its Ignite conference next week. (Featured on DestinationCRM.com.)
Posted September 19, 2018

Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018

Patterson sees customer service agents' roles far differently now as customers have gained more control of their interactions with companies.
Posted September 10, 2018

In an effort to offer new services to users, such as fraud alerts, Facebook is seeking access to users' banking data and has asked large U.S. banks to share detailed financial information about their customers, including card transactions and checking-account balances.
Posted September 07, 2018

Loyalty programs may be big drivers of engagement in some industries, but they're not as important as customer service when it comes to the travel space, a new study from Think with Google, Google's marketing data and research group, and Greenberg Research revealed.
Posted August 31, 2018
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