Automated Support

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

Noble Systems' latest patent covers technology that lets agents handle multiple contacts simultaneously.
Posted October 16, 2019

Zoom integration through Talkdesk Enterprise Cloud Contact Center fosters seamless, cross-department collaboration.
Posted October 15, 2019

8x8 is becoming a global reseller of PCI Pal's secure payments solutions for contact centers.
Posted October 15, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Through this partnership Unimonica can offer Zappix's Visual IVR, robotic process automation, and artificial intelligence to its clients.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

NICE has launched AI-based anomaly discovery and correction with machine learning.
Posted October 02, 2019

Boomi's new Conversational AI platform helps developers build chatbots that support any combination of business rules.
Posted October 02, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Expanded conversational AI capabilities and tighter integrations round out Nuance's additions to its Intelligent Engagement Platform.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019

Semafone Cardprotect Voice+ now offers a secure voice capture component for payment transactions.
Posted September 30, 2019

The company is now in hot water after customers—including some high-profile ones—began complaining that their orders were late, missing, or not filled correctly.
Posted September 27, 2019

Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019

Sugar Connect integrates customer experience activities with Microsoft Office 365 and Google G Suite. (Featured on DestinationCRM.com.)
Posted September 26, 2019

The integration of Luma Automation and Virtual Agent delivers a solution for automating repetitive tasks via intelligent conversations.
Posted September 25, 2019

Sprinklr has added Smart Response Recommendations and Smart Response Compliance to its Sprinklr Intuition AI platform. (Featured on DestinationCRM.com.)
Posted September 24, 2019

New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate responses.
Posted September 24, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

As customer service channels blend, agents need to be trained on multiple channels and information needs to be carried from one channel to the next.
Posted September 23, 2019

Conversica's latest release offers a new Conversation Editor, User Profiles for access controls, an expanded conversation library, and visualizations of conversation flows. (Featured on DestinationCRM.com.)
Posted September 19, 2019

Cisco integrates Webex Contact Center with Webex Calling and increases its scalability.
Posted September 18, 2019

Automata Version 3.0 provides options for atttended or unattended customer assistance, pre-packaged or customized workflows, rule-based or AI-driven decisioning, improved analytics, and server-based or desktop automation.
Posted September 18, 2019

Companies using Cisco's on-premises unified communications and contact center offerings can now upgrade their IVRs to cloud-based intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted September 17, 2019

Dialers can increase agent productivity by reducing idle time.
Posted September 16, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.
Posted September 13, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

DIVA is a modular, edge- or cloud-based virtual assistant platform that offers companies everything they need to deliver a branded voice assistant ordering experience to customers. (Featured on SpeechTechMag.com.)
Posted September 11, 2019

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019

Cyara's Accelerator, available on the Genesys AppFoundry, gives businesses another path to transition to PureCloud.
Posted September 10, 2019

Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019

ChoiceView transforms ordinary phone calls into voice with visual calls on Amazon Web Services.
Posted September 10, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

LG's new Proactive Customer Care blends human understanding with artificial intelligence.
Posted September 04, 2019

Address intelligence data from Logate joins IDology's flagship identity verification platform, ExpectID.
Posted September 04, 2019

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.
Posted September 04, 2019

UJET maintains industry standards for data protection.
Posted September 04, 2019

Glassbox users can now replay sessions in real time directly in Salesforce. (Featured on DestinationCRM.com.)
Posted September 04, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

Partnerships with Converged Communication Network Applications and Byte open the Australian market for NICE inContact.
Posted August 29, 2019