News Briefs

Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018

Glance's visual customer care platform now includes cobrowse, screen share, and agent video capabilities.
Posted May 24, 2018

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities.
Posted May 24, 2018

New API for PureCloud enables faster GDPR-mandated responses to consumer data requests to access, rectify, or delete personal information.
Posted May 24, 2018

The expanded dialing capabilities enable multinational companies to identify connectivity and audio quality issues with their toll and toll-free numbers.
Posted May 24, 2018

U.S. government agencies can now install NICE's cloud contact center solutions .
Posted May 24, 2018

Partnership helps companies create a single customer view while maintaining GDPR compliance.
Posted May 23, 2018

Sales and support agents can now remotely access customer devices to accelerate sales and improve customer experiences. (Featured on DestinationCRM.com.)
Posted May 23, 2018

Users can collaborate and create tickets in Zendesk without ever leaving the Slack app.
Posted May 22, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

FoneLogix will offer Enacomm's Conversational Banking and intelligent IVR technology to its bank and credit union clients.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Interactions' enhanced IVA platform delivers personalization, persistence, context, and more channel offerings.
Posted May 22, 2018

Aspect Software has added omnichannel chatbot developer features and a PCI II-compliant, secure IVR in Aspect CXP 18.
Posted May 22, 2018

CxEngage Scoreboard is an integrated performance management solution for contact centers.
Posted May 17, 2018

MarianaIQ will add to 8x8's artificial intelligence and machine learning capabilities.
Posted May 16, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

ServiceNow Virtual Agent lets employees get answers immediately and open cases directly from chats.
Posted May 10, 2018

Bright Pattern's omnichannel contact center software now integrates with Google to provide text-to-speech features to customers.
Posted May 10, 2018

Progress' conversational UI components for Telerik and Kendo UI enable .NET and JavaScript developers to create modern chatbot experiences.
Posted May 09, 2018

Fonolo's In-Call Rescue is compliant with Avaya's IP Office Platform
Posted May 09, 2018

New capabilities in Clarabridge's CX Analytics suite include effort scores and predictive and conversation analytics.
Posted May 08, 2018

ServiceNow users can access 3CLogic's cloud contact center software directly from within the app.
Posted May 08, 2018

Talkdesk has integrated its enterprise contact center platform with ServiceNow
Posted May 07, 2018

Squelch queries customer data and serves up the best information to agents to help resolve customer issues.
Posted May 07, 2018

24-7 Intouch, a customer service solutions provider, has launched a new technology division called Laivly.
Posted May 04, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

Authenticator 4.0 enables call centers to implement sophisticated risk-based authentication strategies.
Posted May 03, 2018

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements.
Posted May 03, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

Former Cisco executive Rowan Trollope will take over leadership of the cloud contact center software provider.
Posted May 01, 2018

Vonage's Vee chatbot is integrated with Facebook's Workplace conferencing app.
Posted May 01, 2018

Latest release of Upland's RightAnswers Knowledge Management solution provides a chatbot integration framework for third-party vendors.
Posted May 01, 2018

Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence.
Posted May 01, 2018

The new version allows contact center administrators to create automated speech recognition (ASR) applications.
Posted May 01, 2018

noHold has incorporated artificial intelligence into its SICURA platform for building virtual assistants.
Posted May 01, 2018

NICE will integrate Mattersight's cloud-based analytics with its NICE Nexidia technology.
Posted April 27, 2018

Integration allows for escalation from a text chat to a video chat.
Posted April 27, 2018

Noble adds native speech analytics to its solution offering.
Posted April 26, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

Appian Intelligent Contact Center helps companies build contact center solutions by uniting low-code development with artificial intelligence, robotic process automation, and case management.
Posted April 24, 2018

Vonage's cross-platform capability brings CRM information into its unified communications platform. (Featured on DestinationCRM.com.)
Posted April 20, 2018

BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018

Vonage's Vee enables streamlined management of unified communications capabilities with natural language.
Posted April 18, 2018

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

Channel partners can now tap into Brightlink's cloud services.
Posted April 17, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Oracle has added customer service, marketing, sales, and commerce capabilities to its Customer Experience Cloud suite. (Featured on DestinationCRM.com.)
Posted April 10, 2018
Pages
1
2345678910111213141516171819202122232425
26272829303132