News Features

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.
Posted May 20, 2019

Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.
Posted May 17, 2019

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.
Posted May 16, 2019

A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019

The Michigan town is the best U.S. city for customer service careers, according to research from AdvisorSmith.
Posted May 15, 2019

Satisfaction dropped 7 percent from last year, with automation to blame, the latest CFI Group Government Contact Center Satisfaction Index found. (Featured on DestinationCRM.com).
Posted May 14, 2019

Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.
Posted May 14, 2019

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019

The system offers small businesses a low-cost customer service agent that helps block spam calls, provide callers with basic information about the business, and help customers with basic tasks such as appointment booking or order placing via text-backs.
Posted May 06, 2019

Little things, like cookies and good writing skills, have can have a huge impact on how customers perceive companies, according to several speakers on Day 3 of the Smart Customer Service conference.
Posted May 01, 2019

Smart Customer Service day 2 speakers outline a strategy for turning employees to advocates and get the most out of data.
Posted April 30, 2019

Smart Customer Service Day 2 keynoter Barton Goldenberg suggests that digital transformation leaders grow revenue twice as fast as laggards. (Featured on DestinationCRM.com.)
Posted April 30, 2019

There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.
Posted April 29, 2019

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019

Artificial intelligence is the future of customer service, but it can alter consumer attitudes and behaviors, Jarno Duursma advises conference attendees.
Posted April 29, 2019

New capabilities help clients deploy Google's Contact Center AI solution.
Posted April 24, 2019

Samsung's smart appliances require customer service providers to have a new skill set and be knowledgeable about servicing not only hardware but also software.
Posted April 22, 2019

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019

New data from Clutch Research confirms the importance of incorporating a human touch in all customer service interactions.
Posted April 16, 2019

Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.
Posted April 12, 2019

The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019

Consumers and businesses that have trouble reaching Facebook for customer support may be surprised to find out that a possible reason for the delay is because the customer service team is busy solving issues for priority customers—employees' friends.
Posted March 29, 2019

CRM magazine recognizes the top providers of contact center technology across nine market segments. (Featured on DestinationCRM.com.)
Posted March 26, 2019

Multichannel customer service provider Conversocial has acquired customer service automation platform Assist in an effort to offer a hybrid customer service tool that integrates agents' and bots' capabilities.
Posted March 22, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

The new solutions aim to empower agents to focus more on the human aspect of service.
Posted March 19, 2019

But chatbot-based customer service provider Zingle envisions text messaging as a primary customer service channel, not a temporary solution.
Posted March 18, 2019

NICE's partnership with CallVu brings visual engagement in the front end with intelligent automation of back-end processes.
Posted March 14, 2019

The integration enables 8x8 to deliver a virtual agent that improves the contact center experience for customers and agents alike.
Posted March 12, 2019

The artificial intelligence-powered text messaging system enables customers to communicate with the provider even if their initial call to a Sprint store goes unanswered.
Posted March 08, 2019

Agent AI brings real-time insights to human agents.
Posted March 05, 2019

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
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