News Features

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

Speech technology provider Nuance Communications has announced it will soon bring its artificial intelligence-powered assistant Nina to Amazon Alexa, giving Nina users another channel through which to provide customer support.
Posted June 02, 2017

Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)
Posted May 31, 2017

Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.
Posted May 26, 2017

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017

Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.
Posted May 12, 2017

The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on DestinationCRM.com.)
Posted May 04, 2017

New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017

To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017

For chatbots to be effective, they need to deliver the right information with little effort.
Posted April 27, 2017

Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.
Posted April 27, 2017

Among customer service platform provider Zendesk's claims to fame are the company's embeddables—software development kits (SDKs) for Web and mobile environments that enable elements of customer service to be easily added to online customer experiences. Now the company is taking its solutions to app development platform Fabric (which Google recently acquired from Twitter) with a Zendesk kit that includes these embeddable solutions.
Posted April 21, 2017

Chatbots are promising, but many of them simply don't add business value from a customer service perspective—yet. With the introduction today of the Pega Intelligence Virtual Assistant, Pegasystems is setting out to accelerate the process by offering artificial intelligence extenders for platforms including Facebook, Slack, and others.
Posted April 18, 2017

Call center analytics company Invoca just secured $30 million in series D funding, with Morgan Stanley Alternative Investment Partners as the lead investor. The company has been making waves recently, appointing a new CEO in July and possibly preparing for an IPO, Techcrunch reports. According to Kyle Christensen, senior vice president at Invoca, it's an important time for the company, and not just because of what's going on internally.
Posted April 14, 2017

Just a few months after revamping its Direct Messages, Twitter added a new feature to the offering: the location request feature, enabling businesses to ask customers they're conversing with to share their location via direct message.
Posted April 07, 2017

The technology has been updated with management, security, and connectivity capabilities to 'raise the bar' for scale.
Posted March 30, 2017

CRM delivers its 14th Annual Recognition of leading vendors across eight industry segments.
Posted March 29, 2017

Amazon Web Services (AWS) yesterday released its long-awaited Amazon Connect, a suite of cloud-based contact center services that leverage the artificial intelligence powering Amazon's Alexa virtual assistant to handle contact center calls and texts.
Posted March 29, 2017

The trio of solutions gained during its Interactive Intelligence purchase, composes an expanded customer experience platform. (Featured on DestinationCRM.com.)
Posted March 28, 2017

Chatbots on Messenger may be a breakthrough for customer service on Facebook, but they're far from perfect. For the time being, they're hard to find via search, and for many companies, the functionality is limited. Still, there are already some brands that are getting it right. Here are five companies delivering solid service through the emerging channel.
Posted March 24, 2017

Linc's new chatbots operate on the Facebook Messenger, WhatsApp, and Apple iMessage platforms and also offer voice assistance through Amazon Alexa, Google Home, and Apple's Siri, along with enhanced email, web, and text capabilities.
Posted March 22, 2017

Amazon has a reputation for continually innovating to make the service experience better and easier for customers. Soon other companies may be able to quite literally borrow from Amazon's playbook, as the e-commerce giant is rumored to be developing a suite of cloud-based call center tools based on its own proprietary call center technology.
Posted March 17, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
Posted March 10, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

Customer engagement platform provider Pegasystems has added artificial intelligence-powered capabilities to its CRM solution, Pega CRM. The new tools are built to improve customer service agent performance by pulling insight from desktop solutions that agents rely on and identifying any processes that slow down daily activities.
Posted March 03, 2017

Zoho PhoneBridge accelerates delivery of solutions integrating call management with Zoho CRM and Zoho Desk.
Posted March 01, 2017

Twitter has become a staple part of many companies' customer service strategies because it provided an easy route for getting in touch with businesses directly. With the introduction of chatbots and automated responses, however, companies run the risk of losing that level of authenticity. But now, Twitter is updating its direct messaging with Custom Profiles, enabling brands to differentiate automated responses from human responses during interactions with customers.
Posted February 24, 2017

The Marketplace aims to help businesses customize their help desks with apps they can find under one roof. (Featured on DestinationCRM.com.)
Posted February 23, 2017

The feature uses artificial intelligence to analyze browsing history, determine a customer's immediate needs, and serve them in the moment. (Featured on DestinationCRM.com.)
Posted February 21, 2017

Most consumers have come to expect being able to reach a company's customer service team by phone, so what happens when a company offers no dedicated service line? In Facebook's case, this spells trouble. According to firsthand research conducted by NPR reporter Aarti Shahani, conducting a Google search for "Facebook Customer Service" does indeed produce a number to call, except that number is fake and leads callers right into the hands of scammers.
Posted February 17, 2017

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017
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