The Top 15 Customer Service News Stories of 2019

From artificial intelligence--which has basically entered every square inch of the contact center--to robotic process automation, chatbots, and intelligent virtual assistants, 2019 saw its fair share of new and emerging technologies. Below is a rundown of the top 15 news stories we published in 2019 based on audience engagement, web searches, and other metrics. It highlights just how much technology is shaping (or reshaping) customer service, and how much interest those technologies are garnering. 

AWS Launches Contact Lens for Amazon Connect

Business Today Depends on Customer Experience and Contact Centers, ICMI Speakers Contend

ICMI Speakers Advocate for Better Connections, Better Employee Tools to Boost Contact Center Performance

NICE inContact Adds a Native Salesforce Lightning User Interface to CXone

eGain Adds to Its Solve Customer Service Suite

Freshworks Launches Freshsuccess

SugarCRM Launches Sugar Serve for Customer Support Introduces New Salesforce Essentials Features

Verint Launches Robotic Process Automation Discovery

Aspect Releases Aspect Workforce Management Powered by Microsoft Azure

Cyara and VoiceFoundry Partner to Aid in Contact Center Migrations to Amazon Connect

LogMeIn Integrates Bold360 with Popular Chat Apps

OnviSource Introduces Version 2.0 of Its Liaa Intelligent Virtual Agent

Five9 Creates Joint Offering with Zoom

Sparkcentral Adds Cross-Channel Conversation History Feature