News Features

Here's how these companies showed off their customer service (and social media) savvy. (Featured on DestinationCRM.com.)
Posted October 11, 2019

The Insight Partners expects robust growth in customer care outsourcing in Europe.
Posted October 08, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019

NICE has launched AI-based anomaly discovery and correction with machine learning.
Posted October 02, 2019

The company is now in hot water after customers—including some high-profile ones—began complaining that their orders were late, missing, or not filled correctly.
Posted September 27, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

Earlier this week, employees at Amazon shared that the company was planning to eliminate its "Virtual Customer Service Reserves" customer service program, but word of mouth caused a change of heart for the company.
Posted September 20, 2019

Cisco integrates Webex Contact Center with Webex Calling and increases its scalability.
Posted September 18, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.
Posted September 13, 2019

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

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
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