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
The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 2019
Stonly, a French startup, is bucking the chatbot trend by working to make self-service more intuitive through interactive guides.
Posted July 19, 2019
The contact center software market is projected to reach $48 billion by 2026, says Fortune Business Insights.
Posted July 15, 2019
It's virtually impossible to improve customer service without consistent feedback—that's the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian "conversation review" startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum.
Posted July 12, 2019
Training Dashboard compiles and annotates data from customer and agent interactions with the goal of advancing the intelligence of Talla's customer support system.
Posted July 02, 2019
Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.
Posted June 28, 2019
The top 10 news announcements that were made this week at Customer Contact Week in Las Vegas.
Posted June 28, 2019
The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019
Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.
Posted June 21, 2019
The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.
Posted June 20, 2019
The new release aims to improve customer experiences through enhancements designed to deliver real-time, targeted insights. (Featured on DestinationCRM.com.)
Posted June 14, 2019
Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments. (Featured on DestinationCRM.com.)
Posted June 12, 2019
Conference speakers identify artificial intelligence and related technologies as the key to handling the explosion of contact center communications. (Featured on DestinationCRM.com.)
Posted June 11, 2019
NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019
The solution pulls in data from different service channels and apps to deliver customer service on a single platform, enabling agents to bring greater context to customer relationships.
Posted May 31, 2019
The contact center software market is transitioning from traditional offerings to cloud and artificial intelligence-based offerings, according to a new report from Aragon.
Posted May 30, 2019
Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.
Posted May 23, 2019
Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019
Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.
Posted May 20, 2019
Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.
Posted May 17, 2019
Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.
Posted May 16, 2019
A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019
The Michigan town is the best U.S. city for customer service careers, according to research from AdvisorSmith.
Posted May 15, 2019
Satisfaction dropped 7 percent from last year, with automation to blame, the latest CFI Group Government Contact Center Satisfaction Index found. (Featured on DestinationCRM.com).
Posted May 14, 2019
Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.
Posted May 14, 2019
As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019
The system offers small businesses a low-cost customer service agent that helps block spam calls, provide callers with basic information about the business, and help customers with basic tasks such as appointment booking or order placing via text-backs.
Posted May 06, 2019
Little things, like cookies and good writing skills, have can have a huge impact on how customers perceive companies, according to several speakers on Day 3 of the Smart Customer Service conference.
Posted May 01, 2019
Smart Customer Service day 2 speakers outline a strategy for turning employees to advocates and get the most out of data.
Posted April 30, 2019
Smart Customer Service Day 2 keynoter Barton Goldenberg suggests that digital transformation leaders grow revenue twice as fast as laggards. (Featured on DestinationCRM.com.)
Posted April 30, 2019
There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.
Posted April 29, 2019
When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019
Artificial intelligence is the future of customer service, but it can alter consumer attitudes and behaviors, Jarno Duursma advises conference attendees.
Posted April 29, 2019
New capabilities help clients deploy Google's Contact Center AI solution.
Posted April 24, 2019
Samsung's smart appliances require customer service providers to have a new skill set and be knowledgeable about servicing not only hardware but also software.
Posted April 22, 2019
AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019
Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019
New data from Clutch Research confirms the importance of incorporating a human touch in all customer service interactions.
Posted April 16, 2019
Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.
Posted April 12, 2019
The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019
With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019