News Features

Uber is testing a new customer support feature, but it's not for everyone. As first reported by TechCrunch, Uber is rolling out priority, 24/7 support capability for what seems to be a group of its top customers. The support programs include a hotline as well as an in-app feature, and specially trained experts will staff both channels at all hours of the day.
Posted November 17, 2017

Facebook is doubling down on its commitment to becoming a customer service player, updating its Messenger platform to version 2.2 this week. One of the key updates includes a chat plug-in, which enables brands to embed a Messenger bot directly onto their website.
Posted November 09, 2017

A new Google Chrome extension, Deskun, is bringing customer service and support task management right into Gmail. The new tool promises to streamline communications by enabling customer support teams to tackle customer emails as well as incoming messages from multiple social channels directly within Gmail.
Posted November 06, 2017

Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.
Posted October 31, 2017

Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content.
Posted October 27, 2017

WFO vendor revenue is down, but recording and analytics continue to be in demand.
Posted October 27, 2017

The Pega Platform just got an update to its customer service application, including a number of new artificial intelligence features aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction while freeing up agents' time to work on complex requests.
Posted October 25, 2017

New research from Clutch has found how customers really perceive contact center agent interactions, and it's not always positive.
Posted October 18, 2017

Companies gain a competitive advantage with cloud-native contact centers, Frost & Sullivan finds.
Posted October 18, 2017

The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017

According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions.
Posted October 13, 2017

NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017

The French company just secured $2.5 million in funding from Nine Capital and EQT ventures and has 10 enterprise clients so far.
Posted October 09, 2017

Report finds that an omnichannel approach is now a necessity; use of chatbots, analytics, and other automation is on the rise.
Posted October 09, 2017

Robotic process automation has great potential to save money and increase efficiencies in customer service operations, the research firm has found.
Posted October 06, 2017

A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.
Posted September 29, 2017

According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.
Posted September 21, 2017

The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization. (Featured on DestinationCRM.com.)
Posted September 15, 2017

MarketsandMarkets eyes steady growth for interactive voice response technology through 2023. (Featured on SpeechTechMag.com.)
Posted September 04, 2017

MarketsandMarkets expects the global contact center software market to reach $29 billion by 2022.
Posted August 30, 2017

Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found.
Posted August 23, 2017

The acquisition expands TELUS's U.S. and international presence.
Posted August 21, 2017

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
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