Articles by
Sam Del Rowe
The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 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
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
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
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
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
Artificial intelligence is the future of customer service, but it can alter consumer attitudes and behaviors, Jarno Duursma advises conference attendees.
Posted April 29, 2019
The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019
The new solutions aim to empower agents to focus more on the human aspect of service.
Posted March 19, 2019
The integration enables 8x8 to deliver a virtual agent that improves the contact center experience for customers and agents alike.
Posted March 12, 2019
The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019
The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019
The suite of new Freshchat features aims to help businesses build better relationships with prospects and customers. (Featured on DestinationCRM.com.)
Posted January 24, 2019
The integration enables organizations using Zendesk Support to talk to customers in more than 150 languages.
Posted January 22, 2019
The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018
The new functionality arises from integrating the LiveChat and ChatBot solutions.
Posted November 27, 2018
The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018
The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018
The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 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
The new functionality enables complete resolution of customer support cases.
Posted July 19, 2018
The new capabilities include expanded voice features, Bot Kits, an Outbound Center, and a Deployment Center.
Posted July 05, 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
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
Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018
The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018
Genesys CEO Paul Segre sees artificial intelligence, particularly blended AI, as the future of customer service.
Posted May 08, 2018
On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018
The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018
Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018
Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018
Avaya technologist says digital transformation is about more than replacing legacy equipment.
Posted March 20, 2018
The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience.
Posted March 12, 2018
With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018
The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding.
Posted February 20, 2018
The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018
The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017
The cloud platform looks to help organizations improve their cross-channel customer experiences.
Posted July 31, 2017
The transaction aims to bolster Genesys's customer experience offerings and global market presence.
Posted August 31, 2016
NICE Systems is acquiring speech software company Nexidia, which specializes in advanced speech and interaction analytics, for $135 million. Nexidia's analytics products are backed by patents for phonetic indexing and search capabilities, features that will integrate with NICE's existing services to provide enhanced analytics-based solutions.
Posted January 11, 2016
Emergency preparedness solutions company Rave Mobile Safety has seen particular success with its Smart911 national safety service. The platform aims to assist 9-1-1 dispatchers in their decisions and cut response times. The service has seen statewide implementation in Arkansas, Delaware, and several other states.
Posted December 29, 2015