News Features

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

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
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