News Features

Avaya technologist says digital transformation is about more than replacing legacy equipment.
Posted March 20, 2018

The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year.
Posted March 16, 2018

The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience.
Posted March 12, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

Dialpad, a cloud-based communications provider, has launched Call Center, a solution that eliminates much of the complexity involved with implementing traditional call centers and makes them accessible to small and midsize businesses.
Posted March 09, 2018

Research firm NelsonHall suggests that the rise in digital transformation will lead to more, not less, contact center outsourcing to offshore locations like India.
Posted March 05, 2018

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.
Posted March 02, 2018

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018

The global speech analytics market is expected to grow from $941.1 million in 2017 to $2.18 billion by 2022.
Posted February 27, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.
Posted February 20, 2018

L.L. Bean sent many of its customers into a frenzy last week, when the company announced that it was changing its lifelong guarantee policy, which allowed customers to bring back items whenever they wanted, with no expiration date on returns.
Posted February 16, 2018

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.
Posted February 14, 2018

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

A flexible software delivery option and suite of managed customer-premises equipment (CPE) services will strengthen payment data security and simplify PCI compliance.
Posted February 13, 2018

Salesforce has announced that it will invest $2 billion in Canada over the next five years, taking its customer service and CRM solutions to the United States' northern neighbor.
Posted February 09, 2018

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.
Posted February 02, 2018

Spoken's contact center offerings supercharge Avaya's move into big data, machine learning, AI, and the cloud.
Posted January 29, 2018

IBM and Salesforce have announced that they will be combining their artificial intelligence offerings to enhance customer service capabilities when it comes to automating the process of interpreting and handling customer service calls and chats.
Posted January 26, 2018

Together, the companies will provide a new offering, Cytrack Customer Experience Solutions. (Featured on DestinationCRM.com.)
Posted January 25, 2018

When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018

Cloud-based customer engagement solution provider eGain has announced an integration with Facebook Messenger. Moving forward, it will enable consumers to initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger.
Posted January 12, 2018

Nuance Communications has debuted an artificial intelligence-powered cognitive arbitrator, which will connect and integrate virtual assistants with third-party service providers through an interface that works across the automotive, smart-home, and Internet of Things (IoT) spaces.
Posted January 05, 2018

Service providers should focus on strong partnerships to gain competitive advantage, finds Frost & Sullivan.
Posted January 02, 2018

Contact center services providers are responding to client preference for onshore or nearshore services and more automation, ISG finds.
Posted January 02, 2018

Another year has gone by, and while some companies spent 2017 delivering excellent customer service, others have stumbled. (Featured on DestinationCRM.com.)
Posted December 29, 2017

After landing in hot water with developers after restricting third-party apps, Twitter is undoing the damage with the introduction of the Account Activity API.
Posted December 26, 2017

Avaya hopes to set a new record for calls to the NORAD Tracks Santa hotline this Christmas Eve.
Posted December 20, 2017

More than 80 percent of consumers say businesses are either meeting or exceeding their customer service expectations, according to the 2017 Customer Service Barometer study conducted by American Express, up from 67 percent back in 2014.
Posted December 16, 2017

Nuance has built out its Cognitive Innovation Group with AI Engagement Services, AI Research, and AI Lab to help develop conversational, predictive omnichannel customer engagement solutions.
Posted December 13, 2017

Poised for rapid growth and success, the cloud contact center infrastructure market is looking at untapped revenue potential in the tens of billions of dollars, DMG Consulting predicts.
Posted November 30, 2017

The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017

Uber is testing a new customer support feature, but it's not for everyone. As first reported by TechCrunch, Uber is rolling out priority, 24/7 support capability for what seems to be a group of its top customers. The support programs include a hotline as well as an in-app feature, and specially trained experts will staff both channels at all hours of the day.
Posted November 17, 2017

Facebook is doubling down on its commitment to becoming a customer service player, updating its Messenger platform to version 2.2 this week. One of the key updates includes a chat plug-in, which enables brands to embed a Messenger bot directly onto their website.
Posted November 09, 2017

A new Google Chrome extension, Deskun, is bringing customer service and support task management right into Gmail. The new tool promises to streamline communications by enabling customer support teams to tackle customer emails as well as incoming messages from multiple social channels directly within Gmail.
Posted November 06, 2017

Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.
Posted October 31, 2017

Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content.
Posted October 27, 2017

WFO vendor revenue is down, but recording and analytics continue to be in demand.
Posted October 27, 2017

The Pega Platform just got an update to its customer service application, including a number of new artificial intelligence features aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction while freeing up agents' time to work on complex requests.
Posted October 25, 2017

New research from Clutch has found how customers really perceive contact center agent interactions, and it's not always positive.
Posted October 18, 2017

Companies gain a competitive advantage with cloud-native contact centers, Frost & Sullivan finds.
Posted October 18, 2017

The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017

According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions.
Posted October 13, 2017

NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017

The French company just secured $2.5 million in funding from Nine Capital and EQT ventures and has 10 enterprise clients so far.
Posted October 09, 2017

Report finds that an omnichannel approach is now a necessity; use of chatbots, analytics, and other automation is on the rise.
Posted October 09, 2017

Robotic process automation has great potential to save money and increase efficiencies in customer service operations, the research firm has found.
Posted October 06, 2017

A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.
Posted September 29, 2017

According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.
Posted September 21, 2017

The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization. (Featured on DestinationCRM.com.)
Posted September 15, 2017
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