News Features

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018

Research firm MarketsandMarkets expects the global contact center software market to reach $38.6 billion by 2024.
Posted October 19, 2018

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Posted October 17, 2018

Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018

Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.
Posted October 05, 2018

CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.
Posted October 04, 2018

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.
Posted September 20, 2018

Microsoft introduced Dynamics 365 AI for Customer Service, Dynamics 365 AI for Market Insights, Dynamics 365 AI for Sales, Dynamics 365 Remote Assist, and Dynamics 365 Layout ahead of its Ignite conference next week. (Featured on DestinationCRM.com.)
Posted September 19, 2018

Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018

Patterson sees customer service agents' roles far differently now as customers have gained more control of their interactions with companies.
Posted September 10, 2018

In an effort to offer new services to users, such as fraud alerts, Facebook is seeking access to users' banking data and has asked large U.S. banks to share detailed financial information about their customers, including card transactions and checking-account balances.
Posted September 07, 2018

Loyalty programs may be big drivers of engagement in some industries, but they're not as important as customer service when it comes to the travel space, a new study from Think with Google, Google's marketing data and research group, and Greenberg Research revealed.
Posted August 31, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

A start-up with roots in the United States and India, Observe.AI just secured $8 million in funding to continue developing its artificial intelligence-powered call center system.
Posted August 24, 2018

The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 2018

T-Mobile is on a mission to reinvent its approach to customer service, relying less on IVR and chatbots and more on dedicated customer support teams.
Posted August 17, 2018

Google's enterprise customers will get access to customer service representatives and true contact center-based support—at least when it comes to Google Maps and Google's cloud product.
Posted August 10, 2018

The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

For the 16th time, the carrier beat out all of its competitors, posting a record-setting score for the second year in a row.
Posted August 03, 2018

Paid television provider Dish is now inviting customers to message the company via the Apple app.
Posted July 27, 2018

By bridging the gap between AI and human agents, the integration aims to improve the customer service experience for customers and agents alike.
Posted July 25, 2018

Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018

Etihad Airways is enabling its top customers to message it via WhatsApp, handing out the number at the premium check-in desk at Abu Dhabi International Airport.
Posted July 20, 2018

Lithium and eGain are now enabling conversational customer service through Apple Business Chat
Posted July 20, 2018

The new functionality enables complete resolution of customer support cases.
Posted July 19, 2018

8x8 X Series is a cloud solution that integrates voice, conferencing, collaboration, and contact center software in a single platform.
Posted July 17, 2018

Service Cloud Einstein combines CRM data, artificial intelligence, and guided processes.
Posted July 11, 2018

Nelson Hall's Digital Customer Experience study reveals an increased emphasis on top-down CX transformation.
Posted July 06, 2018

The new capabilities include expanded voice features, Bot Kits, an Outbound Center, and a Deployment Center.
Posted July 05, 2018

Valassis Digital is aiming to expand what chatbots are capable of by having its bot provide in-depth support throughout the car buying process.
Posted June 29, 2018

The deal, valued at $2.8 billion, will see Convergys merged with SYNNEX's Concentrix subsidiary. (Featured on DestinationCRM.com.)
Posted June 29, 2018

Cyara 7.3 includes updated omnichannel capabilities for automatically testing customer journeys that span and hop channels and include both self-service and agent-based experiences.
Posted June 28, 2018

The technology aims to provide TeamSupport users with deeper insights into how their customers feel about their experiences.
Posted June 26, 2018

Walmart recently filed a patent to bring drones to its stores and bridge the gap between searching for items on a mobile device and actually locating them in Walmart's massive physical stores.
Posted June 25, 2018

Noble Systems announces a number of offerings and initiatives to help contact centers manage their employees.
Posted June 20, 2018

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.
Posted June 15, 2018

In a survey of more than 7,500 consumers, advisory firm KPMG identified the top firms when it comes to providing a great service experience.
Posted June 08, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

The new connector aims to seamlessly integrate Voximplant's telephony platform directly into Dialogflow. (Featured on DestinationCRM.com.)
Posted May 31, 2018

Amazon has recently taken a tough stance on customers that return items to the e-commerce giant too frequently. How do customers feel about it? Here's a sampling. (Featured on DestinationCRM.com.)
Posted May 25, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

Customer service professionals are passionate about providing customers with effective support, but many consider the technology they have to rely on to be an obstacle, according to a survey by Dimensional Research.
Posted May 10, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018
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