Automated Support

The Noble Composer 11 upgrade offers increased agent flexibility and efficiency.
Posted January 19, 2017

Automation will play a greater role in shaping customer experiences, but don't completely overlook the human element.
Posted January 13, 2017

VHT's ntegration with Genesys' suite of solutions lets customers request a call back when the contact center is busy.
Posted January 10, 2017

The home service business management software provider increases customer communications with field service techniocians.
Posted January 04, 2017

MegaPath, a provider of voice, data, security, and cloud services to North American businesses, today announced a partnership with Tenfold, maker of the Phone Intelligence Platform, designed to support service agents and sales reps during customer calls. (Featured on DestinationCRM.com.)
Posted January 03, 2017

Nina ID 2.0 brings multifactor biometrics security to Nuance's virtual assistant for customer service.
Posted December 14, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016

We live in an era where messaging programs have overtaken phone calls for personal interactions, so why shouldn't companies be able to interact with their customers the same way? This question was the impetus for LiveMessage, announced today by Salesforce.com as a new addition to its Service Cloud. LiveMessage allows companies to engage with customers using the messaging platform of their choice, including SMS, text, and Facebook Messenger.
Posted December 13, 2016

Chatbots have exploded in popularity, but businesses should focus on their customer support goals before they jump on the bandwagon this holiday season.
Posted December 13, 2016

Proliferation of the technology by large companies to resolve customer issues is one of the driving factors for strong growth.
Posted December 08, 2016

VocalZoom's VoiceMatch-in-Sensor technology converts speakers' facial skin vibrations into unique, noise-free voiceprints. (Featured on SpeechTechMag.com.)
Posted December 07, 2016

Anywhere365 and AudioCodes have teamed up to offer full contact center capabilities on CloudBond 365.
Posted December 06, 2016

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.
Posted December 01, 2016

Desk.com users can now provide multilingual customer support.
Posted November 30, 2016

The master agency will offer its clients Interactive Intelligence's PureCloud Engage contact center software. (Featured on DestinationCRM.com.)
Posted November 29, 2016

CrowdCare's multichannel enterprise bot solution is now available in Spanish, English, and French, with more languages on the way.
Posted November 15, 2016

NewVoiceMedia's Winter '17 release offers many new features and a simpler user interface.
Posted November 07, 2016

Access One has added the Enhanced Cloud Contact Center solution to its communication services portfolio.
Posted November 07, 2016

Neustar Fraud Detection provides a single view of identity for risk, fraud, compliance, and customer acquisition.
Posted November 03, 2016

eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016

Zendesk today launched a redesigned company brand and an expanded product family focused on building better customer relationships. Zendesk also introduced Zendesk Connect and Zendesk Explore, two products that create more personal connections between customers and organizations through customer intelligence and deeper analytics.
Posted October 28, 2016

Watson Virtual Agent allows businesses to build and deploy conversational agents.
Posted October 27, 2016

Third-party security audit confirms PureCloud Engage transmits and stores sensitive data securely according to HIPAA regulations
Posted October 27, 2016

Additions include new transfer options and three new cloud file sharing integrations.
Posted October 26, 2016

Altitude has partnered with HigherGround to develop a complete recording solution for contact centers.
Posted October 25, 2016

Parlance's speech-driven call handling solution is compatible with key Avaya team and customer engagement solutions.
Posted October 20, 2016

Refocused brand addresses major contact center gaps and the demand for a scalable, reliable cloud platform.
Posted October 19, 2016

FairPoint leverages Voice over IP to launch a new contact center offering.
Posted October 18, 2016

LiveWorld's application helps companies manage chatbots with automated connections to live agents.
Posted October 18, 2016

The Mediu Extensible Routing Framework allows the implementation of virtually any call flow.
Posted October 13, 2016

Calabrio ONE's new multitenant architecture modernizes contact centers viaa unified workforce optimization suite.
Posted October 12, 2016

Latest release delivers an intuitive and unified user experience across omnichannel routing and workforce optimization and adds advanced analytics.
Posted October 12, 2016

Custom Fields lets users add fields into routing, reporting and Salesforce work flows.
Posted October 10, 2016

inContact unveils newest release of Agent for Salesforce on the Salesforce AppExchange.
Posted October 04, 2016

The latest Sparkcentral updates deliver features to power messaging, bots, and other automation.
Posted September 30, 2016

NewVoiceMedia's Global Call Routing Architecture will help optimize contact center management for operators of facilities around the world.
Posted September 29, 2016

Noble's milestone patent covers automatic resolution of call interruptions.
Posted September 14, 2016

USAA bank customers can now chat with the virtual assistant to perform many transactions through usaa.com.
Posted September 09, 2016

[24]7, a provider of customer engagement solutions, is partnering with Amdocs, a provider of customer experience software for the telecommunications industry, to deliver intelligent, personalized customer support across all service channels, including chat, email, voice, web, and mobile.
Posted September 08, 2016

REVE Chat is a cloud-based multichannel live chat platform for online businesses.
Posted September 06, 2016

Cisco Spark users can now add virtual assistants to the collaboration platform with a few clicks.
Posted September 01, 2016

VDS has signed a Gold Partner agreement to offer Interactive Intelligence PureCloud Engage solution as part of its Voice Data Systems portfolio.
Posted August 25, 2016

V-Person Live Chat combines virtual and real support with the tight integration of a single knowledgebase, unique feedback loop, and customizable workflows.
Posted August 23, 2016

Five9, a provider of cloud-based contact center software, today launched the Summer 2016 release of its Virtual Contact Center (VCC).
Posted August 17, 2016

DigitalGenius' Human+AI blends human and artificial intelligence for the contact center.
Posted August 11, 2016

The virtual assistant will provide visitors to IP Australia's Web site with information about the trademarking process.
Posted August 11, 2016

Support.com Cloud for Zendesk brings added customer support functionality to the Zendesk platform.
Posted August 10, 2016

Confirmit continues its evolution of the CATI predictive dialer for collecting market research.
Posted August 04, 2016

Transparency Market Research forecasts the global intelligent virtual assistant market to grow from $627.7 million in 2015 to $7.9 billion by 2024, at a 32.8 percent compound annual growth rate.
Posted August 03, 2016

Aria adds support for Genesys SIP Server and routing data analytics in Visualizer 1.7.
Posted August 03, 2016