Automated Support

Noble's SmartAccept helps contact centers pare down the average time to answer incoming calls.
Posted February 22, 2017

Bright Pattern expands its presence in Japan to enhance local voice communications and improve regional compliance.
Posted February 16, 2017

Utilities OnCall 3.2 offers a more personalized IVR experience for callers.
Posted February 15, 2017

SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

The partnership equips CarrierSales with 8x8's cloud contact center and unified communications technologies.
Posted February 10, 2017

Radish can now sell its ChoiceView Visual IVR and Visual Live Assistance Platform to Oracle Cloud customers.
Posted February 08, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Mila's integration with Slack allows contact center employees to manage workforce issues within the collaboration platform.
Posted February 02, 2017

Cloud telephony provider Content Guru will deliver Verint workforce optimization and speech analytics solutions in the cloud. (Featured on SpeechTechMag.com.)
Posted February 01, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

Pronexus, which has provided interactive voice response (IVR) solutions for more than 20 years, this week launched VB Voice 10.1, a program that will allow users to access both voice recognition and visual customer service through smartphone or HTML 5-enabled browser.
Posted January 30, 2017

IntelePeer combines cloud, contact center, premises voice into a single platform
Posted January 27, 2017

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