Automated Support

Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019

Sprinklr's Fall 2019 Release features 400 new features, including Microsoft Dynamics 365, Trustpilot integrations, a mobile app, and Live Chat. (Featured on DestinationCRM.com.)
Posted November 20, 2019

NICE inContact expands its footprint within the APAC region with a partnership with Austrailan company Lake
Posted November 19, 2019

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019

AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019

SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product.
Posted November 15, 2019

The integration enables virtual agents and will include other artificial intelligence capabilities.
Posted November 15, 2019

Conversational artificial intelligence augments quality management with voice-enabled access to call and interaction reports, customer information, and service performance. (Featured on DestinationCRM.com.)
Posted November 14, 2019

The combination of Five9 and Whendu technologies will allow enterprises to move to the cloud rapidly by integrating workflows in real time.
Posted November 13, 2019

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
Posted November 12, 2019

CallJoy's virtual phone agent gets more automated, customizable, and scalable.
Posted November 12, 2019

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Posted November 11, 2019

Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Semafone Intelligence+ provides real-time data about payment transactions in the contact center.
Posted November 06, 2019

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019

UJET SMS Adapter allows for the rapid deployment of smartphone capabilities and texting.
Posted November 05, 2019

The latest version of Mobile Agent offers enhanced calling features for field agents.
Posted November 05, 2019

Five9's Einstein Bot engages with customers, gathers their intent, and routes the interaction to an agent with all of the context preserved.
Posted November 01, 2019

Vonage today launched a number of solutions to help companies interact with customers and retain context during and after those interactions.
Posted October 30, 2019

NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019

Medallia integrates with ServiceNow and is available in the ServiceNow Store.
Posted October 30, 2019

Talkdesk adds Information Security Management and Business Continuity Management security certifications.
Posted October 30, 2019

Noble Gamification 2.0 adds mobile app and tools for employee recognition.
Posted October 30, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

Semafone's partnership with Unytalk unifies customer-facing cloud communications and omnichannel compliance solutions to secure payment transactions.
Posted October 29, 2019

New research suggests that by 2030, 69 percent of decisions made during customer interactions will be made by machines rather than humans.
Posted October 25, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

iMachine powers OnviSource's advanced analytics, robotic process automation, and intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted October 22, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

Artificial intelligence and increased automation better connect people to information with Verint's Knowledge Management Professional. (Featured on DestinationCRM.com.)
Posted October 17, 2019

Claro is now a reseller of Talkdesk's omnichannel contact center offerings.
Posted October 17, 2019

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