News Features

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

MarketsandMarkets eyes steady growth for interactive voice response technology through 2023. (Featured on SpeechTechMag.com.)
Posted September 04, 2017

MarketsandMarkets expects the global contact center software market to reach $29 billion by 2022.
Posted August 30, 2017

Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found.
Posted August 23, 2017

The acquisition expands TELUS's U.S. and international presence.
Posted August 21, 2017

While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.
Posted August 11, 2017

Call intelligence company Invoca has introduced Signal AI, an artificial intelligence solution that leverages machine learning to gather insights from call center conversations with customers and feed them back to different organizational teams.
Posted August 08, 2017

LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
Posted August 01, 2017

The cloud platform looks to help organizations improve their cross-channel customer experiences.
Posted July 31, 2017

The upgrades aim to boost productivity and mobility for customer service teams of all sizes.
Posted July 27, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.
Posted July 20, 2017

The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools.
Posted July 14, 2017

Five9's Summer 2017 release places more emphasis on global capabilities.
Posted July 12, 2017

It's no secret that consumers want to be able to check in, choose their seats, and handle other pre-travel tasks via an app, but according to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying as well.
Posted July 07, 2017

In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.
Posted June 23, 2017

IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.
Posted June 16, 2017

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Just a week after debuting intelligence assistant Nina's on the Amazon Alexa platform, the company is adding virtual assistant and asynchronous chat innovations to its Digital Engagement Platform.
Posted June 12, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017
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