News Features

The use of artificial intelligence in contact centers is expected to generate nearly $3 billion by 2024, new research suggests.
Posted February 14, 2020

Latin American outsourcers need to provide mare value for clients to remain competitive, Frost & Sullivan contends.
Posted February 14, 2020

NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution. (Featured on DestinationCRM.com.)
Posted February 06, 2020

Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo
Posted February 05, 2020

Messaging and customer service bots are expected to be high priority for contact centers through 2022.
Posted January 31, 2020

Mordor Intelligence expects cloud contact center deployments to increase 25 percent per year through 2025.
Posted January 30, 2020

Cisco today introduced an AI infusion, a new customer experience solution, and a new cloud contact center product. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Customer service ranked third on FlexJobs' list of career fields that allow employees to work from home.
Posted January 15, 2020

Virtual Agent is the first of Talkdesk's aggressive 20-in-20 release program to introduce more than 20 products in 2020.
Posted January 13, 2020

From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies.
Posted January 13, 2020

Being able to access critical information is ranked as one of the greatest problems for contact centers. (Featured on KMWorld.com.)
Posted January 08, 2020

Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly
Posted December 23, 2019

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Posted December 13, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Posted December 02, 2019

According to one study, the market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, a rate of 29.7 percent. A separate study found that the market is expected to grow 24 percent during 2018-2022.
Posted November 22, 2019

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams. (Featured on DestinationCRM.com.)
Posted November 14, 2019

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Posted November 11, 2019

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019

With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed.
Posted October 31, 2019

Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed.
Posted October 30, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

New research suggests that by 2030, 69 percent of decisions made during customer interactions will be made by machines rather than humans.
Posted October 25, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

Artificial intelligence and increased automation better connect people to information with Verint's Knowledge Management Professional. (Featured on DestinationCRM.com.)
Posted October 17, 2019

Here's how these companies showed off their customer service (and social media) savvy. (Featured on DestinationCRM.com.)
Posted October 11, 2019

The Insight Partners expects robust growth in customer care outsourcing in Europe.
Posted October 08, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019

NICE has launched AI-based anomaly discovery and correction with machine learning.
Posted October 02, 2019

The company is now in hot water after customers—including some high-profile ones—began complaining that their orders were late, missing, or not filled correctly.
Posted September 27, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

Earlier this week, employees at Amazon shared that the company was planning to eliminate its "Virtual Customer Service Reserves" customer service program, but word of mouth caused a change of heart for the company.
Posted September 20, 2019

Cisco integrates Webex Contact Center with Webex Calling and increases its scalability.
Posted September 18, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.
Posted September 13, 2019

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.
Posted September 04, 2019

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.
Posted August 23, 2019

The integration lets companies conduct live webcam conversations with their customers.
Posted August 21, 2019

The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.
Posted August 14, 2019

Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.
Posted August 09, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Quiq works by integrating multiple messaging tools into businesses' websites and apps, including SMS, Apple Messages, Twitter, Facebook Messenger, web chat, Kik, and Google's RCS-based RBM.
Posted August 02, 2019

Sugar Serve's integrated console experience revolutionizes customer support processes.
Posted August 01, 2019

Gupshup is enabling businesses and customers to customize messages over WhatsApp.
Posted July 31, 2019
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