News Features

At its developer conference this week, Facebook introduced bots on Messenger, an automated response system for customer support and other e-commerce interactions. The chatbots are powered by Messenger's updated Send and Receive API, which enables the platform to not only support text, but also other types of content such as images and links. Call-to-action buttons will also be available on the updated platform, according to Facebook.
Posted April 15, 2016

Pegasystems today announced its acquisition of OpenSpan, a provider of robotic process automation (RPA) and workforce analytics software, bringing together robotics, analytics, and case management to enable more productive contact center employees.
Posted April 12, 2016

After relying on email customer support for six years, Uber is ditching the channel in favor of in-app self-service. As the company expands globally, email is proving to be an unsustainable support route, especially in countries such as India where email is not widely available. The redesigned help function within the app will now replace email and will tackle the most common questions and concerns that riders and drivers have, including giving riders easy access to passenger ratings.
Posted April 08, 2016

WorkFlex's agent self-scheduling empowerment tool is expanded beyond hours and days to the type of work performed during the day.
Posted April 05, 2016

TeamSupport CEO Robert Johnson reveals the company's latest customer support updates and future product plans. Johnson talked about the ability to incorporate video and screen shots into its chat offering, as well as future product plans, such as a more customized Web portal for customer support. (Featured on destinationCRM.com.)
Posted April 04, 2016

Millennials are more likely to file customer complaints than other generations, even Baby Boomers, according to a report from J.D. Power. The study of more than 600,000 consumers revealed that Millennials have a lower tolerance for customer service issues, errors, and delays than Boomers,tend to value effective issue resolution more than their older counterparts, and tend to reward brands that solve customer service challenges with their loyalty.
Posted April 01, 2016

Inbenta, providers of a natural language search platform powered by artificial intelligence, today launched its Hybrid Chat service, which combines Inbenta's self-service virtual assistant support with its on-demand live chat technology.
Posted March 29, 2016

When it comes to poor customer service, 52 percent of consumers have stopped doing business with companies because of it. And once companies have lost those customers, 68 percent will not return, resulting in an estimated cost to U.S. businesses of $1.6 trillion, according to new research from Accenture.
Posted March 23, 2016

Known for extensive regulations and customer processes, the financial services industry has strict onboarding procedures called Know Your Customer (KYC) that add complexity and time to customer experiences. To streamline the process while ensuring that banks continue to observe all required regulations, Pegasystems today introduced a client lifecycle management (CLM) tool that speeds up the onboarding process.
Posted March 21, 2016

InContact, a provider of cloud-based contact center software and cloud workforce optimization tools, today launched its first major release of Customer Interaction Cloud for 2016. The latest release provides omnichannel routing, workforce optimization, voice as a service, and an open cloud platform.
Posted March 15, 2016

At the Enterprise Connect conference earlier this week, Avaya introduced Zang, a cloud communications platform that supports application development, embeds capabilities from outside solutions such as Salesforce.com, and offers a turnkey application called Zang Spaces.
Posted March 11, 2016

LiveOps Cloud today unveiled the next generation of its CxEngage platform, a contact center-as-a-service (CCaaS) solution designed to help organizations provide quality customer service on a global level. (Featured on DestinationCRM.com.)
Posted March 08, 2016

8x8, a provider of cloud-based enterprise communications services, has added to its Virtual Contact Center (VCC) solution with new features that integrate quality management, customer journey analytics, and a prebuilt CRM integration tool that allows contact center managers to configure and tailor the agent and customer experience. The new VCC capabilities will be available in June.
Posted March 08, 2016

Hallmark Business Connections, the business-to-business subsidiary of Hallmark Cards, has launched a customer care solution for businesses that lets contact center employees create meaningful connections with customers through Hallmark greeting cards.
Posted March 04, 2016

For years, Apple has made an effort to avoid establishing a major presence on social media, but on Thursday, the company broke its social silence by launching a Twitter customer support account. The launch comes on the heels of Twitter's rollout of additional customer service tools, as both Apple and Twitter acknowledge the social channel's central role in modern customer service.
Posted March 04, 2016

Microsoft today announced that the spring wave of Dynamics CRM 2016 will be available to online customers in the second quarter of this year. The new release will bring a number of changes, including the addition of field service capabilities and portal solutions.
Posted March 02, 2016

From silly GIFs to sophisticated branded content, video has been exploding online but hasn't really entered the enterprise feedback management space. With its video feedback solution, InMoment is turning video into a key Voice of the Customer (VoC) channel and enabling companies to use customers' video testimonies to gain insight into the customer experience.
Posted February 26, 2016

Verint Systems has acquired Contact Solutions, a provider of cloud-based voice and mobile customer self-service and business intelligence software, from North Bridge Growth Equity, a venture capital firm. Financial terms of the deal were not disclosed. The deal extends Verint's Actionable Intelligence vision with real-time, contextual self-service software.
Posted February 22, 2016

Twitter's stock is hurting, and CEO Jack Dorsey has been making an effort to set the social network back on course with new features, including a suite of customer service tools that play to one of Twitter's greatest strengths. Earlier this week, Twitter updated its Direct Message capability with deep links, which enable users to send private messages to businesses quicker and more effectively.
Posted February 19, 2016

TeleVoice, a provider of customized call center solutions, including interactive voice response (IVR) and computer telephony integration (CTI), to the financial services industry, has launched TeleVoice Insight, a comprehensive call recording solution.
Posted February 17, 2016

Pegasystems continues to expand its Pega 7 platform with the launch of Pega Field Service CRM, an app for field service agents; it provides on-the-go CRM functionality to professionals who deliver service on site and unifies customer service across the customer journey, from initial call to service delivery.
Posted February 12, 2016

Avaya today launched a pair of multichannel unified communications and contact center hybrid cloud solutions targeted for the midmarket. Called Avaya Midmarket Cloud, the solutions are Powered by Avaya IP Office and OnAvaya-Google Cloud Platform.
Posted February 09, 2016

For the second quarter in a row, L.L. Bean reigns supreme on Stella Service's benchmark report of retailers' customer service performance. Stella Service evaluated retailers by looking at a number of service areas, including the speed with which customer service issues are handled, the efficiency of returns and exchanges, and the amount of missed opportunities for customer engagement. Most notable were L.L. Bean's prompt responses to both phone and email requests, according to the report.
Posted February 05, 2016

Salesforce.com yesterday introduced the next generation of its Customer Success Platform, Salesforce Lightning, and previewed its product strategy for the first half of the year. Included in those plans is an upgrade to Service Cloud Lightning, the company's unified customer service platform and ecosystem.
Posted February 03, 2016

Earlier this week, former Amazon employee Eric Springer shared his recent experience with Amazon customer service, revealing that the e-commerce giant unknowingly gave away his identity to hackers on three occasions. Springer was alerted to the situation after receiving an email confirming a recent interaction with customer service via Web chat that he did not actually have.
Posted January 29, 2016

iQventures, a provider of call center and call intelligence technologies, has joined IBM Watson's ecosystem, where it will leverage Watson's cognitive computing capabilities to bolster its SpeechiQ platform with speech and sentiment analytics.
Posted January 28, 2016

Wise.io, a provider of machine learning applications to help enterprises provide better customer experiences, today launched Wise Auto Response, an intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of incoming tickets and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address customer issues without involving agents.
Posted January 27, 2016

With messaging apps such as Facebook Messenger and WeChat staking a claim to how consumers communicate on mobile devices, brands are working to get in on the action. Mobile support is becoming a must-have for customer service, but in-app support and service via the mobile Web just aren't cutting it. Joshua March, CEO at Conversocial, sat down with Smart Customer Service to discuss the evolution of social support and how Sprint is tackling the growing demands of the space.
Posted January 22, 2016

Lionbridge Technologies has broadened its GeoFluent real-time translation technology to include new omnichannel customer care features for contact centers. With these new features, customers can deliver real-time multilingual interactions across all communication channels, from virtual and agent-assisted chat to email, in-call voice, social, SMS, forums, knowledge bases, help desks, and ticketing.
Posted January 19, 2016

Customer experience management solution provider InMoment has teamed up with predictive analytics vendor RapidMiner to deliver a more sophisticated Voice of the Customer solution that not only provides insight on what customers are doing at different phases of the customer journey, but also why they're taking certain actions.
Posted January 15, 2016

Businesses are substantially more satisfied with their electricity providers this year, reaching an eight-year high, despite having to call their service providers twice as often and having their issues resolved significantly less often then residential customers, according to the latest J.D. Power 2016 Electric Utility Business Customer Satisfaction Study.
Posted January 13, 2016

NICE Systems is acquiring speech software company Nexidia, which specializes in advanced speech and interaction analytics, for $135 million. Nexidia's analytics products are backed by patents for phonetic indexing and search capabilities, features that will integrate with NICE's existing services to provide enhanced analytics-based solutions.
Posted January 11, 2016

Accelerize and its digital marketing software division CAKE yesterday announced a partnership and technology integration with DialogTech, a provider of end-to-end call attribution and conversion platforms for marketing and customer service.
Posted January 08, 2016

The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system. (Featured on DestinationCRM.com.)
Posted January 04, 2016

Emergency preparedness solutions company Rave Mobile Safety has seen particular success with its Smart911 national safety service. The platform aims to assist 9-1-1 dispatchers in their decisions and cut response times. The service has seen statewide implementation in Arkansas, Delaware, and several other states.
Posted December 29, 2015

Genesys, a provider of omnichannel customer experience and contact center solutions, has acquired SpeechStorm, a provider of self-service applications for mobile, Web, and interactive voice response (IVR) channels. Financial terms of the deal were not disclosed.
Posted December 22, 2015

The nonprofit association Jobs4America recorded 22,265 new positions in the U.S. contact center industry in the third quarter of 2015. After subtracting the 5,678 jobs that were cut due to force reductions and closures, the firm recorded a net total of 16,587 new jobs created between July 1 and September 30.
Posted December 22, 2015

Customers who received replies from airlines through Twitter were not only happier with their experiences but also were more willing to pay more for their next tickets and to recommend that airline to others, according to research from Twitter and Applied Marketing Science.
Posted December 18, 2015

Revenue for the North American contact center solutions market indicates a growing preference for hosted services, but while companies are investing in the cloud, they are still relying on on-premises tools, which suggests there is ample room for growth among vendors, Frost & Sullivan finds.
Posted December 16, 2015

Marchex, a mobile advertising analytics company, today launched a major security enhancement to Marchex Call Analytics that enables companies to automatically redact credit card numbers from recorded phone calls in real time.
Posted December 15, 2015

Pages has long been a powerful resource for marketers maintaining a Facebook brand presence, but the social network is launching new capabilities to enhance the platform's customer service features. With better engagement tracking and an emphasis on faster response times, Facebook is enabling brands to deliver an improved social customer service experience in real time.
Posted December 11, 2015

Zendesk today released Advanced Voice, an enhanced version of its phone support offering, embedded directly into its cloud-based contact center software. With it, companies can set up Zendesk phone support in minutes without purchasing extra equipment and can make or take calls from the same multichannel environment in which they manage all other support channels.
Posted December 10, 2015

Thanks to social media, customer reviews, and other tools that give consumers the power to shape brand dialogues, companies have had to improve how they deliver service. Increasingly, expectations for customer service are extending beyond traditional call center and support experiences to include in-store support, delivery, and product consultation. According to a recent report from Constellation Research, five trends are shifting power to retail consumers. These trends have key implications for brands.
Posted December 04, 2015

Marlin Equity Partners, a global investment firm, has acquired LiveOps Cloud Platform, a provider of cloud-based contact center technology. Financial terms of the deal were not disclosed.
Posted December 01, 2015

Social customer service provider Sentiment is teaming up with systems integration company IP Integration to help inject social solutions into existing contact centers. As contact center providers rush to offer social tools, Sentiment and IP Integration are working to ensure that social solutions are no longer considered an afterthought.
Posted November 20, 2015

Avaya and Plantronics have started a co-development initiative to simplify communications in contact center and unified communications environments. The first initiative under this expanded relationship is focused on ensuring compatibility and tight integration between Plantronics headsets and Avaya's Chrome-based contact center apps, including Avaya Agent for Chrome and Customer Engagement OnAvaya-Google Cloud Platform.
Posted November 18, 2015

With Black Friday and Cyber Monday right around the corner, companies expect more transactions to occur through mobile devices. Last year, mobile commerce accounted for 22.56 percent of online sales in November and December, and 27.91 percent of Black Friday sales, according to the 2014 IBM Experience One U.S. Retail Online Holiday Shopping Recap Report. This year, the number will likely surpass 30 percent, and as mobile secures its position as a key channel for online retail, retailers should consider stepping up their mobile customer support.
Posted November 13, 2015

Just two weeks after its annual OpenWorld user conference in San Francisco, Oracle has announced further enhancements to its cloud product set. Today, the company introduced Oracle Knowledge Advanced Cloud, a solution that helps facilitate customer service interactions by granting customers and contact center agents improved access to instructional materials.(Featured on DestinationCRM.com.)
Posted November 11, 2015

TouchCommerce, a provider of omnichannel customer engagement solutions, today launched TouchSocial, which enables companies to embed shortlinks into social media posts so that customers can initiate personalized live chat sessions with product or customer service specialists.
Posted November 10, 2015

Support ticket volume has increased in 63 percent of all support organizations, according to a new report by HDI, a membership association and certification body for the technical support industry. This is largely due to an increase in the number of new applications, systems, equipment, infrastructures, and devices that customers are using and a growth in the number of customers at many companies.
Posted November 06, 2015
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