News Features

Oracle has launched IoT Accelerator, an integration package to allow companies to leverage insights gathered from the Internet of Things (IoT) via the company's IoT Cloud and Oracle Service Cloud.
Posted November 16, 2016

Known for offering top-notch in-store support at its Genius Bars, Apple is rolling out an app to offer iPhone and iPad support directly on the devices. Up until now, support was available on Apple's website, but the introduction of an app makes the experience more user-friendly for iPhone and iPad users. The app offers troubleshooting suggestions, connects customers with agents via phone, and enables live chats between customers and Apple's support team.
Posted November 11, 2016

Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.
Posted November 07, 2016

After securing $55 million from Sequoia Capital India in a round of funding earlier this week, Freshdesk is continuing to expand its solutions beyond customer service. Its recently launched CRM tool, Freshsales, and mobile-first support platform, Hotline, are big areas of excitement and growth at the moment, according to company executives.
Posted November 04, 2016

Twitter today introduced two new features to help companies create better conversational experiences with customers via Direct Messages on the social media site.
Posted November 01, 2016

Zendesk today launched a redesigned company brand and an expanded product family focused on building better customer relationships. Zendesk also introduced Zendesk Connect and Zendesk Explore, two products that create more personal connections between customers and organizations through customer intelligence and deeper analytics.
Posted October 28, 2016

Customer experience management company Medallia acquired customer feedback capturing technology Kampyle earlier this week and rolled it into Medallia Digital—a combined feedback management and data analytics solution. Together, the two solutions will deliver more omnichannel insight into the customer experience because it will take both offline and online data into account.
Posted October 21, 2016

Microsoft has chosen CafeX Communications, a supplier of mobile and web customer engagement solutions, as its preferred solution provider for real-time customer assistance within Microsoft Dynamics 365 for Customer Service.
Posted October 19, 2016

With rumors swirling about a possible acquisition, Twitter's future is uncertain, but the company's role in enabling brands to deliver customer service remains solid. Earlier this month, Twitter released findings from a customer service study, an effort the company expanded from the airline industry alone to the quick service restaurant and telecom industries as well. The findings revealed that the manner in which customer service is delivered on Twitter plays a significant role in how much consumers spend.
Posted October 14, 2016

Agent.AI, a provider of mobile customer service technologies, today released its CRM software platform, which includes intelligent tools designed to streamline customer support interactions for live chat agents.
Posted October 13, 2016

Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.
Posted October 12, 2016

Helpshift, a customer service platform for in-app support, is now offering Campaigns, a feature that arms companies with a more proactive approach to in-app customer service. The company already delivers in-app support but is now making it possible for brands to message their customers directly before a specific customer service issues arises. The new tool lives at the intersection of customer service and marketing, Abinash Tripathy, CEO of Helpshift, says.
Posted October 11, 2016

Monday, Oct. 3, marks the start of National Customer Service Week, an initiative that was started by the International Customer Service Association back in 1984. The weeklong dedication to customer service is an opportunity for brands to treat customers to surprises, perks, and other engagements, but the event is about more than just customer appreciation—it should be about employee appreciation as well.
Posted September 30, 2016

NICE yesterday released Evolve WFM, a continuous delivery workforce management solution with advanced capabilities like analytics-based forecasting and user-defined scheduling in an elastic cloud-based deployment model.
Posted September 28, 2016

Customer service solutions providers Cisco and Salesforce.com announced a strategic alliance earlier this week that brings together their respective customer service solutions. The two companies worked on deep integrations of Cisco's collaboration, Internet of Things, and contact center platforms with Salesforce Sales Cloud, IoT Cloud, and Service Cloud. The goal for both companies is to augment each other's offerings for a more holistic slew of services.
Posted September 23, 2016

Salesforce.com today released Salesforce Einstein, which brings artificial intelligence to its CRM offerings, enhancing areas such as customer service, sales, marketing, and commerce and providing more predictive and personalized customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2016

Online review platform provider Trustpilot is now integrated with Zendesk, a cloud-based customer service platform provider, in an effort to empower Trustpilot clients with a wider array of customer service tools and technology. Through the integration, a review on Trustpilot automatically generates a customer service ticket in Zendesk so that agents using Zendesk can be immediately alerted and can appropriately respond to the review.
Posted September 16, 2016

West, a provider of cloud-based communication applications and services, has enhanced its Cloud Contact Center with the addition of multichannel capabilities, including support for email, web chat, and text messaging; network-based queuing; and inbound and outbound call blending.
Posted September 16, 2016

The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems.
Posted September 15, 2016

In the age of Siri, Cortana, and Echo, the idea of artificial intelligence conjures up a sense of fear not because of how it's been portrayed in science fiction, but because AI may one day pose a very real job threat across a number of professions, including customer service. AI tools can perform certain tasks faster and more efficiently than people, but a recent customer service hiccup from travel planning company Skyscanner serves as a reminder that, however powerful it is, AI won't be a catch-all tool for customer support.
Posted September 09, 2016

[24]7, a provider of customer engagement solutions, is partnering with Amdocs, a provider of customer experience software for the telecommunications industry, to deliver intelligent, personalized customer support across all service channels, including chat, email, voice, web, and mobile.
Posted September 08, 2016

Cyara Solutions yesterday released version 6.4.0 of its omnichannel discovery, testing, and monitoring platform for customer service interactions. The Cyara 6.4.0 release brings increased intelligence to Virtual Agent and enhances enterprise security and audit requirements around user logins and application usage.
Posted September 02, 2016

The transaction aims to bolster Genesys's customer experience offerings and global market presence.
Posted August 31, 2016

IP Office 10 increases security and resiliency and enhances the user experience.
Posted August 31, 2016

The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016

In a study by equity insight and analytics provider 24/7 Wall Street and research company Zogby Analytics, Comcast was named one of the worst performers in customer service, while Amazon was named the best. More than 1,500 Americans were asked to evaluate companies across 17 industries.
Posted August 26, 2016

Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding.
Posted August 24, 2016

Five9, a provider of cloud-based contact center software, today launched the Summer 2016 release of its Virtual Contact Center (VCC).
Posted August 17, 2016

Genesys' app marketplace AppFoundry and developer portal DevFoundry have boasted rapid growth recently, with AppFoundry now offering more than 100 customer experience apps and DevFoundry now supporting more than 250 users. Jim Kraeutler, vice president of the innovation group at Genesys, atributes the growth to the vendor's commitment to educating partners and developers and giving them flexible tools to build solutions.
Posted August 12, 2016

inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.
Posted August 11, 2016

Air travel is hectic—hundreds of flights are cancelled and delayed throughout the country every day, and while some airlines handle these issues with ease, others send customers on an impossible journey to get reimbursed for travel nightmares. Startup AirHelp is working to eliminate some of the customer service hassle associated with air travel by handling the refund or reimbursement process for customers, even filing lawsuits when necessary.
Posted August 05, 2016

Transparency Market Research forecasts the global intelligent virtual assistant market to grow from $627.7 million in 2015 to $7.9 billion by 2024, at a 32.8 percent compound annual growth rate.
Posted August 03, 2016

As brands increasingly strive to provide self-service options for customers to solve straightforward problems quickly and efficiently, contact centers are taking on new roles, becoming an extension of the brand. Here are four reasons why customers still love—and need—contact centers.
Posted July 29, 2016

The acquisition will unite Nuance's IVR solutions and TouchCommerce's "omnichannel" offerings under a common umbrella. (Featured on DestinationCRM.com.
Posted July 21, 2016

Verint Systems yesterday launched Verint Robotic Process Automation, a set of advanced capabilities to automate, manage, and execute time-consuming, manual, and repetitive business processes, such as customer address changes, claims processing, billing, underwriting, and other high-volume tasks.
Posted July 20, 2016

Zendesk has launched Automatic Answers, a feature powered by machine learning to help customers solve their inquiries without having to go through contact center agents. Companies can embed the technology right into their Web sites or mobile apps.
Posted July 13, 2016

As Twitter continues to struggle and analysts start to speculate about a possible sale, the company is continuing to roll out features dedicated to the social customer service space. One new tool is designed to let consumers know when a brand is most active based on how quickly it responds to tweets and messages. Another is an updated Featured Tweet capability, which enables brands to pinpoint specific tweets that will remain fixed at the top of their feeds for other users to see immediately.
Posted July 08, 2016

The latest release of NICE's recording platform provides deeper business insights across channels, including chat and Skype for Business.
Posted July 08, 2016

eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.
Posted July 06, 2016

inContact, a provider of cloud contact center and workforce optimization software, has introduced the second major release of Customer Interaction Cloud for 2016, version 16.2. Updates include new capabilities across key components of its unified solution, including omnichannel routing, workforce optimization, analytics, Voice as a Service, and Open Cloud Platform.
Posted June 29, 2016

Xerox has announced plans to split into two companies, with one portion remaining as Xerox and the other becoming Conduent, a business process outsourcing company that will offer solutions for customer service as well as other areas.
Posted June 24, 2016

At its SugarCon annual user conference on Wednesday, SugarCRM introduced an intelligent virtual assistant named Candace and Sugar Intelligence, a service that will combine data from external sources with company CRM data to provide a single view of the customer. (Featured on DestinationCRM.com.)
Posted June 17, 2016

Larry Augustin says that CRM has to move from a "system of record to a system of engagement." Also, SugarCRM announces an enhanced partnership with IBM and an integration with 3CLogic. (Featured on DestinationCRM.com.)
Posted June 15, 2016

Helpshift's cofounder and CEO, Abinash Tripathy, maintains that omnichannel service is not the answer to customers' growing expectations. As customers increasingly expect faster, more efficient support, the need for more sophisticated self-service support and support through artificial intelligence will grow. With $23 million in funding, Helpshift plans to continue improving its in-app messaging customer service tool by making it more proactive.
Posted June 13, 2016

Following years of investment in cloud technologies and more than 1,000 active cloud deployments, Verint Systems yesterday officially announced that its entire Customer Engagement Optimization portfolio is now available for cloud deployment.
Posted June 07, 2016

At his company's Interactions user conference today, Interactive Intelligence Group Founder and CEO Don Brown laid to rest the rumors that his company was going to sunset its Customer Interaction Center (CIC) solution in favor of PureCloud, its cloud-based contact center suite running entirely on the Amazon Web Services (AWS) platform.
Posted June 06, 2016

In an industry often criticized for poor customer satisfaction, T-Mobile rose to the top, beating out competitors AT&T, Verizon, and Sprint in the American Customer Satisfaction Index. On ACSI's 100-point scale, T-Mobile earned 74 points while Verizon and AT&T both earned 71. Though the victory margin is slim, T-Mobile's improvement is noteworthy—the carrier's score grew by 4 points. Sprint was the most-improved carrier, raising its score from 65 to 70 this year, but the company fell behind its three primary competitors overall.
Posted June 03, 2016

To deliver a more seamless cross-device experience for customers, Salesforce.com has introduced Snap-In SDKs for the Web and for mobile devices. The debut of snap-in functionality enables users to quickly add tools such as Cases, Knowledge, Live Chat, SOS, and Tap-to-Call to their mobile and Web apps.
Posted May 27, 2016

WASHINGTON -- Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions, Kate Leggett, a vice president and principal analyst at Forrester Research, reported during her morning keynote to open the third day of the Customer Service Experience conference.
Posted May 26, 2016

WASHINGTON — Sir Francis Bacon is often credited with the phrase "knowledge is power." Eric McKirdy, global customer care manager at Ask.com and today's keynote speaker at the Customer Service Experience conference, can be credited with saying that "knowledge is not power unless it is accompanied by action."
Posted May 25, 2016
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