Automated Support

The investment will fuel company innovations in quality assurance and performance management.
Posted February 15, 2019

The partnership will bring messaging to the contact center.
Posted February 11, 2019

New capabilities improve interactions, workflows, agent and supervisor productivity, scalability, and security.
Posted February 11, 2019

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019

Service Interruption Management eases call center pressure during service interruptions using Zappix Visual IVR, RPA Engine, and proactive Outbound Engagement. (Featured on DestinationCRM.com.)
Posted February 07, 2019

Clinc has added its conversational artificial intelligence to the Amazon Connect contact center platform.
Posted February 06, 2019

Project Pathfinder automatically builds domain-specific conversation maps from existing contact center chat logs.
Posted February 05, 2019

Bright Pattern's contact center software will be a core component of Paxyl Solutions' contact center suite.
Posted February 05, 2019

Fonolo's call-back technologyhelped consumers avoid more than 40 million minutes of hold time.
Posted February 01, 2019

The addition to the Zappix Healthcare Suite provides automated pre-and post-procedure reminders to patients.
Posted January 31, 2019

Numeracle and NobleBiz are delivering Number Registration and Certification to LocalTouch customers.
Posted January 29, 2019

1RPA allows businesses to create automations at scale. (Featured on DestinationCRM.com.)
Posted January 29, 2019

Bluefish.ai is a feature-rich chatbot development platform geared toward SMBs. (Featured on DestinationCRM.com.)
Posted January 28, 2019

Conversational IVR and BrightStart Apps come to the Bright Pattern Customer Experience Platform.
Posted January 25, 2019

Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019

Teleopti Insights uses embedded Power BI from Microsoft to enhance interactive, flexible workforce management reporting.
Posted January 23, 2019

Rackspace will resell Synchronoss' Digital Experience Platform (DXP) to international customers
Posted January 23, 2019

The integration enables organizations using Zendesk Support to talk to customers in more than 150 languages.
Posted January 22, 2019

Avaya this week is introducing its Avaya Intelligent Xperiences (Avaya IX) portfolio.
Posted January 21, 2019

Avaya adds partners and product offers to its AI Connect ecosystem for unified communications and contact center solutions.
Posted January 17, 2019

Voice user interface designers can use Orbita Prototype to create, test, measure, and iterate on conversational dialogues.
Posted January 16, 2019

Unika's new AI-search assistant enables customers to get answers and find information within seconds.
Posted January 16, 2019

RingCentral expands its customer engagement portfolio with Connect First acquisition.
Posted January 15, 2019

OnContact CRM 10.4 features an integration with Gmail and CTI capabilities.
Posted January 09, 2019

The private equity firm will invest more than $100 million in Aspect's business.
Posted January 03, 2019

During the next five years, the IVA market will achieve a 37 percent CAGR.
Posted January 02, 2019

The certification is awarded after a selective process and is only given to call centers that rank among the top 10 percent of companies that BenchmarkPortal—a research firm offering benchmarking, certification, training and consulting tools—evaluates.
Posted December 28, 2018

For toy manufacturers like Mattel, a turnaround might be coming thanks to its commitment to customer service in this critical fourth quarter.
Posted December 21, 2018

With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underutilized sources.
Posted December 19, 2018

Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018

New investment will accelerate the expansion of Ada's AI-powered customer service platform into new global markets and industry sectors
Posted December 19, 2018

The AR-powered video assistance platform provider has released a video call app in the Salesforce App Exchange. (Featured on DestinationCRM.com.)
Posted December 18, 2018

Conversation Analytics Suite will allow users to analyze the speech on every call and act on the insight. (Featured on DestinationCRM.com.)
Posted December 18, 2018

With live in-call texting, customers can exchange photos, videos, and screenshots with customer support agents while on a call.
Posted December 18, 2018

TechSee's AI-based video service leverages a combination of computer vision, augmented reality, and users' smartphone cameras to deliver tech support to customers.
Posted December 14, 2018

Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018

Brekeke Call Center Suite now integrates with Zoho's cloud-based telephony integration platform, Zoho PhoneBridge. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Ozonetel has launched KooKoo Interactive Assistant, an omnichannel widget to run voice calls and chat sessions in parallel. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Fonolo's new features support increased security, reporting, customization, and accessibility.
Posted December 07, 2018

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

Voci's new technology helps companies develop apps to prevent fraud, safeguard privacy, and improve customer experiences. (Featured on DestinationCRM.com.)
Posted December 05, 2018

LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018

Acquisition provides Everise and C3 with Internet of Things (IoT) customer service capabilities.
Posted December 05, 2018

New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018

The latest release works with the entire Speakeasy AI suite to allow customers to switch from IVR to chat and/or IVR to bot.
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

The integration brings Aspect's Workforce Optimization to Amazon Connect cloud-based contact center. (Featured on DestinationCRM.com.)
Posted December 03, 2018

It turns out that live chats have a hidden feature that customers may not be aware of—agents can see what they're typing before they hit enter.
Posted November 30, 2018

With this partnership, contact centers gain access to payment processing options through interactive voice response and mobile SMS.
Posted November 28, 2018