Automated Support

Nina Coach helps organizations train and deploy human-assisted virtual assistants powered by artificial intelligence. (Featured on SpeechTechMag.com.)
Posted June 21, 2017

Self-configurable builder enables companies to develop their own chatbots in a few simple steps.
Posted June 21, 2017

Just like new puppies, bots need training before they can become our best friends.
Posted June 20, 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

The Via 17 release contains major enhancements to Aspect's cloud Customer Engagement Center, including new self-service, interaction management, and workforce optimization capabilities.
Posted June 15, 2017

The partnership will allow customers to benefit from deep integration of Zappix VIVR (Visual Integrated Voice Response) with Avaya call center capabilities.
Posted June 14, 2017

The partnership has led to the creation of a voice of the customer analytics solution. (Featured on SpeechTechMag.com.)
Posted June 13, 2017

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

Latest release provides more application and testing coverage for voice and contact center applications. (Featured on SpeechTechMag.com.)
Posted June 12, 2017

TeamSupport users can now post messages to Slack channels via a new ticket automation function.
Posted June 08, 2017

Bold360 is a new intelligent, omnichannel customer engagement platform.
Posted June 08, 2017

TELUS' new omnichannel customer support solution connects customers to more knowledgeable agents.
Posted June 06, 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

Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it.
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

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

The bots involved help Cisco users find answers about Cisco Spark and WebEx.
Posted May 31, 2017

New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.
Posted May 24, 2017

Enacomm Voice Authentication lets credit unions provide a secure solution for personal banking. (Featured on SpeechTechMag.com.)
Posted May 23, 2017

Genesys' G-NINE is powered by blended artificial intelligence, smart micro apps, and a proactive human touch.
Posted May 23, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

TrulySecure receives updated deep learning algorithms that boost its accuracy and liveness detection.
Posted May 17, 2017

[24]7 expands its geographic footprint through an agreement with one of the largest business process outsourcers in Latin America.
Posted May 11, 2017

The two companies will offer contact center management and workforce optimization together on Amazon Web Services.
Posted May 10, 2017

Guide delivers collective knowledge and machine learning technology for customer service.
Posted May 03, 2017

LiveEngage for Bots is an enterprise bot management platform.
Posted May 03, 2017

Aspect CXP 17 helps users develop customer service chatbots and IVR systems.
Posted May 03, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

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

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

WebText's integrates its messaging app with Oracle Service Cloud.
Posted April 26, 2017

The communications platform-as-a-service provider has opened up its application programming interfaces to allow developers to add communications functions to any mobile and web app.
Posted April 19, 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

Voice authentication can improve interactions and increase security
Posted April 18, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

CX Contact Center solution transcribes recorded calls and applies text and sentiment analytics. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Nuance's Transcription Engine is being used by OnviSource's speech-to-text and analytics solutions. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

The right balance between robots and humans can make all the difference in improving customer and company metrics.
Posted April 04, 2017

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

VoiceFoundry's CTI Connector will link voice calls to the Freshdesk help desk ticketing solution.
Posted March 30, 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

Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service.
Posted March 28, 2017

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017