Automated Support

Zendesk Marketplace now offers ChurnZero integration.
Posted January 27, 2020

PCI Pal Agent Assist and IVR Payments achieve Cisco-compatible certification to provide integrated solutions that protect sensitive cardholder data in contact centers.
Posted January 22, 2020

New connectors let Teneo users bring conversational AI to more channels.
Posted January 16, 2020

MindTouch's solution is now available within Genesys Cloud.
Posted January 16, 2020

Epic CTI Connector for Cisco, Avaya, and Genesys empowers agents with patient's relevant information within Hyperspace.
Posted January 16, 2020

IDology incorporates additional countries into its multi-layered identity verification and authentication platform.
Posted January 15, 2020

Genesys has rolled out Genesys Cloud, its public cloud contact center platform.
Posted January 15, 2020

GoTo's new integrations help customers drive greater productivity and efficiency in their communication and collaboration workflows. (Featured on DestinationCRM.com.)
Posted January 14, 2020

IPI is adding Aculab's VoiSentry biometrics engine into its contact center product suite. (Featured on SpeechTechMag.com.)
Posted January 13, 2020

Cloud contact center and CRM providers join forces to power faster and more personalized customer experiences.
Posted January 06, 2020

CallRevu and Phone Ninjas join forces to provide car dealerships with data and training to improve phone skills.
Posted December 20, 2019

Verint's RPA Discovery solution helps companies identify workflows that could better be performed by automation.
Posted December 18, 2019

Aspect Workforce Management v19 is now available on Microsoft's Azure cloud environment.
Posted December 18, 2019

Here's a peak at what's in store for artificial intelligence in customer service in 2020.
Posted December 16, 2019

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Posted December 13, 2019

MindTouch integration lets contact center agents access knowledgebases from within Salesforce Service Cloud and Salesforce Community Cloud. (Featured on DestinationCRM.com.)
Posted December 13, 2019

Interactive Northwest's configurable survey and forms application for customer feedback is compatible with Avaya IX Contact Center solutions.
Posted December 11, 2019

LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS.
Posted December 11, 2019

Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice.
Posted December 11, 2019

Five9's and Zoom's jointly developed solution allows seamless call routing between Zoom Phone and the Five9 Intelligent Cloud Contact Center.
Posted December 11, 2019

Its acquisition of Teckst expands LiveVox's omnichannel engagement capabilities.
Posted December 11, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019

USAN has incorporated digital communication channels into Contact Suite, a set of pre-packaged applications for Amazon Connect.
Posted December 05, 2019

Zendesk has chosen Amazon Connect as a preferred contact center voice solution for global deployment with Zendesk Talk Partner Edition.
Posted December 04, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication. (Featured on DestinationCRM.com.)
Posted December 03, 2019

PCI Pal has joined Avaya's DevConnect Program, integrating its payment processing solutions into Avaya's contact center platforms. (Featured on DestinationCRM.com.)
Posted December 03, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

According to one study, the market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, a rate of 29.7 percent. A separate study found that the market is expected to grow 24 percent during 2018-2022.
Posted November 22, 2019

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

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library