Automated Support

Enhanced tools include split recording, text-to-speech, onAnswer, and WebRTC.
Posted June 20, 2018

Eureka Starter puts speech analytics within reach for organizations uUsing Amazon Connect.
Posted June 20, 2018

Click2Coach 12.1 uses speech analytics to help contact center managers identify problems that can be addressed with agent coaching.
Posted June 20, 2018

AgilOne's new 360 Profile for Customer Service provides real-time comprehensive customer-level insights to customer-facing teams.
Posted June 19, 2018

New interaction analytics modules provide end-to-end customer intelligence using CallMiner's scalable Eureka platform engine.
Posted June 19, 2018

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.
Posted June 15, 2018

The collaboration will offer access to artificial intelligence-powered virtual solutions for chatbots.
Posted June 15, 2018

Conversation.one's platform helps banks and credit unions build conversational interfaces for customer interactions.
Posted June 13, 2018

Speakeasy AI version 2.0 with Amplify extends intent insights across the entire voice customer journey. (Featured on DestinationCRM.com.)
Posted June 12, 2018

NICE Robotic Automation 6.7 debuts connectivity breakthrough and AI enhancements. (Featured on DestinationCRM.com.)
Posted June 12, 2018

In a survey of more than 7,500 consumers, advisory firm KPMG identified the top firms when it comes to providing a great service experience.
Posted June 08, 2018

The combined solutions convert voicemails to text or email. (Featured on DestinationCRM.com.)
Posted June 07, 2018

The NICE Automation Finder identifies process automation opportunities. (Featured on DestinationCRM.com.)
Posted June 07, 2018

Unbabel Translation-as-a-service integrates with Dynamics 365 and combines machine-learning and humans to provide responses in 28 languages. (Featured on DestinationCRM.com.)
Posted June 07, 2018

Zendesk's new workflow and collaboration tools help enterprises deliver better customer experiences at scale. (Featured on DestinationCRM.com.)
Posted June 07, 2018

LivePerson launches a platform to connect companies and consumers via Amazon Alexa and Google Assistant.
Posted June 05, 2018

Comm100's second-generation chatbot has been enhanced with artificial intelligence. (Featured on DestinationCRM.com.)
Posted June 05, 2018

noHold 's virtual assistant specializes in pre-empting the live chat channel.
Posted June 01, 2018

Artificial intelligence has limited capabilities right now, so don't let vendors oversell it.
Posted June 01, 2018

Coach provides automated scoring and direct feedback across all agents for self-coaching and data-driven management.
Posted May 28, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018

Glance's visual customer care platform now includes cobrowse, screen share, and agent video capabilities.
Posted May 24, 2018

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities.
Posted May 24, 2018

New API for PureCloud enables faster GDPR-mandated responses to consumer data requests to access, rectify, or delete personal information.
Posted May 24, 2018

Users can collaborate and create tickets in Zendesk without ever leaving the Slack app.
Posted May 22, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

FoneLogix will offer Enacomm's Conversational Banking and intelligent IVR technology to its bank and credit union clients.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Interactions' enhanced IVA platform delivers personalization, persistence, context, and more channel offerings.
Posted May 22, 2018

Aspect Software has added omnichannel chatbot developer features and a PCI II-compliant, secure IVR in Aspect CXP 18.
Posted May 22, 2018

MarianaIQ will add to 8x8's artificial intelligence and machine learning capabilities.
Posted May 16, 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

ServiceNow Virtual Agent lets employees get answers immediately and open cases directly from chats.
Posted May 10, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

Progress' conversational UI components for Telerik and Kendo UI enable .NET and JavaScript developers to create modern chatbot experiences.
Posted May 09, 2018

Fonolo's In-Call Rescue is compliant with Avaya's IP Office Platform
Posted May 09, 2018

New capabilities in Clarabridge's CX Analytics suite include effort scores and predictive and conversation analytics.
Posted May 08, 2018

Talkdesk has integrated its enterprise contact center platform with ServiceNow
Posted May 07, 2018

Squelch queries customer data and serves up the best information to agents to help resolve customer issues.
Posted May 07, 2018

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018

24-7 Intouch, a customer service solutions provider, has launched a new technology division called Laivly.
Posted May 04, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018

Authenticator 4.0 enables call centers to implement sophisticated risk-based authentication strategies.
Posted May 03, 2018

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements.
Posted May 03, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

Vonage's Vee chatbot is integrated with Facebook's Workplace conferencing app.
Posted May 01, 2018

Latest release of Upland's RightAnswers Knowledge Management solution provides a chatbot integration framework for third-party vendors.
Posted May 01, 2018