Automated Support

Telcos worldwide can expand their product portfolios with Genesys' PureCloud customer engagement solution.
Posted November 15, 2017

Kronos's workforce management solution now includes Vocantas' communications technology for employee absence reporting, outbound automated shift call outs, and emergency notifications.
Posted November 14, 2017

Freshworks' Mint update simplifies the user experience for customers and agents. (Featured on DestinationCRM.com.)
Posted November 14, 2017

Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017

NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences.
Posted November 09, 2017

noHold has given its Albert AI platform a voice through Google Assistant.
Posted November 08, 2017

Customer service agents can now benefit from live behavioral guidance and emotional intelligence. (Featured on DestinationCRM.com.)
Posted November 02, 2017

Customer care platform enhancements let companies conduct social messaging and surveying.
Posted November 02, 2017

Verint AQM automates scoring of up to 100 percent of agent calls.
Posted November 01, 2017

Luma can help companies create and resolve customers service/support and IT service management tickets. (Featured on DestinationCRM.com.)
Posted November 01, 2017

The Pega Platform just got an update to its customer service application, including a number of new artificial intelligence features aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction while freeing up agents' time to work on complex requests.
Posted October 25, 2017

[24]7 has changed its company name to [24]7.ai to reflect its growing use of artificial intelligence.
Posted October 24, 2017

Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships.
Posted October 24, 2017

The integration allows service teams to support customers via text messaging using their existing business numbers.
Posted October 24, 2017

USAN's Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service.
Posted October 24, 2017

ia.Enterprise offers intelligently automated solutions for customer experience management and business process automation.
Posted October 24, 2017

The latest release of Blueworx Voice Response simplifies the management of multiple servers and applications.
Posted October 20, 2017

Chatbots are the future of customer interaction, and they are already here.
Posted October 20, 2017

New research from Clutch has found how customers really perceive contact center agent interactions, and it's not always positive.
Posted October 18, 2017

SimplyCloud is a fully hosted, cloud-based contact center software suite.
Posted October 18, 2017

The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017

Cyara Velocity links customer experience design to testing and monitoring.
Posted October 17, 2017

Unified robotic capabilities help agents automate routine tasks.
Posted October 12, 2017

Altitude Customer Engagement Suite and Comways Case Manager integrate AI-powered chatbots and voicebots to enhance contact center performance.
Posted October 12, 2017

AQUA 2.0 allows companies to add personality, answer FAQs, and scale engagement across all major messaging platforms.
Posted October 12, 2017

Talkdesk customers can now add AssistHub's personal conversation customer experience technology to their contact centers.
Posted October 11, 2017

Machine learning is added to NICE's Robotic Automation platform for customer service.
Posted October 11, 2017

Viseo BotMaker is an open-source platform for building chatbots and voice assistants.
Posted October 11, 2017

Six proven use cases for artificial intelligence as a contact center customer service tool.
Posted October 10, 2017

The French company just secured $2.5 million in funding from Nine Capital and EQT ventures and has 10 enterprise clients so far.
Posted October 09, 2017

Robotic process automation has great potential to save money and increase efficiencies in customer service operations, the research firm has found.
Posted October 06, 2017

Helpshift Web Chat includes an army of pre-configured chatbots for a number of customer support functions.
Posted October 05, 2017

The latest NICE Workforce Management solution leverages artificial intelligence to improve forecasting and usability.
Posted October 05, 2017

Agent.ai is offering its email, web, messaging, and in-app agent tools for fre, to accelerate the transition from traditional systems to AI-assisted support.
Posted October 05, 2017

Semafone's contact center solutions comply with the latest version of the Payment Card Industry standards for data protection.
Posted October 04, 2017

8x8's new suite of products unifies communications, collaboration and contact center solutions with analytics.
Posted October 04, 2017

Calabrio's new enterprise platform features additional business intelligence tools.
Posted October 04, 2017

HubSpot's new Customer Hub product suite highlights the company's expansion into customer service and support.
Posted October 03, 2017

Bomgar Remote Support now integrates with Lionbridge's GeoFluent to support real-time communication across more than 100 languages.
Posted October 02, 2017

A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.
Posted September 29, 2017

Live chat is now integrated with the bot-building application to simplify the creation of call center chatbots.
Posted September 29, 2017

Genesys' contact center solutions are now linked to Office 365, Skype for Business, and Dynamics 365.
Posted September 27, 2017

Fonolo's new Customer Portal offers improved call-back management.
Posted September 27, 2017

Bots can be used today for cost savings and customer service improvements.
Posted September 26, 2017

The NuBot 3.12 contact center performance testing platform features a number of user interface and feature advances.
Posted September 25, 2017

Nuance Customer Service Messaging brings together real-time and asynchronous communications across mobile channels.
Posted September 25, 2017

Avaya certifies CTIntegrations' CT Suite R3.0 and CT Suite Web Client R3.0 for interoperability with certain Avaya Aura components.
Posted September 25, 2017

The collaboration brings together visual IVR and digital customer engagement for financial institutions.
Posted September 25, 2017

NICE's open robotic automation framework drives intelligent process execution through integration with leading AI technologies.
Posted September 20, 2017

iBenchmark enhances CXone with benchmark data for contact center operations.
Posted September 14, 2017