Automated Support

Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017

Verint Recording for Public Safety delivers omnichannel recording, analytics, and incident reconstruction.
Posted August 17, 2017

ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017

AIVA empowers companiesto build once and deploy anywhere across customer touchpoints.
Posted August 16, 2017

Fonolo's cloud-based call-backs are now available contact centers using Talkdesk.
Posted August 15, 2017

Inbenta will provide hybrid chat and chatbot technology via CXexchange to NICE inContact users.
Posted August 14, 2017

VoiceBase integrates its recording and speech analytics offering into Voxbone's communications platform. (Featured on SpeechTechMag.com.)
Posted August 11, 2017

Elafris now supports Alexa through its virtual agent platform for the insurance industry.
Posted August 09, 2017

Chatbots need to be more functional if we want customers to use and like them.
Posted August 04, 2017

Agent Dashboard provides agents with real-time insight into calls into the Visual IVR.
Posted August 02, 2017

LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
Posted August 01, 2017

NewVoiceMedia has introduced Conversation Analyzer as part of the Summer '17 release of ContactWorld. (Featured on SpeechTechMag.com.)
Posted July 31, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

Five new features round out the latest version of Foresee's CX Suite.
Posted July 26, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

Nvidia's program fosters advances in artificial intelligence and data science.
Posted July 20, 2017

Verint's cloud-based knowledge solution advances employee engagement, information access, and consistency across customer service channels.
Posted July 19, 2017

Updated contact center application enhances agent experience with intelligent SMS routing and integration, task and activity queuing, and support for Office 365 Federated Agents.
Posted July 19, 2017

West has unveiled Visual Voice to with audio-visual integration.
Posted July 17, 2017

Pilot explores how artificial intelligence can help travel agencies serve travelers better by fulfilling their most common service and support requests with smart technology.
Posted July 12, 2017

Five9's Summer 2017 release places more emphasis on global capabilities.
Posted July 12, 2017

The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements.
Posted July 12, 2017

ExpectID Call Verification uses real-time mobile carrier data to greenlight legitimate callers and prevent contact center fraud.
Posted June 30, 2017

3CLogic's latest AI release leverages Amazon Lex to streamline customer service automation.
Posted June 29, 2017

Omniquo's artificial intelligence agent will to be available through Talkdesk's AppConnect.
Posted June 27, 2017

Avaya Customer Engagement Cloud brings together solutions inthe Avaya Oceana platform.
Posted June 27, 2017

Maximus and Interactions have partnered to bring intelligent virtual assistants to federal agencies.
Posted June 27, 2017

Comm100 has added a chatbot feature to its portfolio of chat products, which also includes a new audio and video chat feature.
Posted June 26, 2017

GeoFluent for Enterprise Service Management expands the GeoFluent platform for help desks and service desks.
Posted June 26, 2017

eGain Solve for Cisco helps contact center agents using Cisco Finesse deliver a connected digital experience with AI knowledge, proactive digital engagement, and connected analytics.
Posted June 26, 2017

Nina Coach helps organizations train and deploy human-assisted virtual assistants powered by artificial intelligence. (Featured on SpeechTechMag.com.)
Posted June 21, 2017

Self-configurable builder enables companies to develop their own chatbots in a few simple steps.
Posted June 21, 2017

Just like new puppies, bots need training before they can become our best friends.
Posted June 20, 2017

IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.
Posted June 16, 2017

The Via 17 release contains major enhancements to Aspect's cloud Customer Engagement Center, including new self-service, interaction management, and workforce optimization capabilities.
Posted June 15, 2017

The partnership will allow customers to benefit from deep integration of Zappix VIVR (Visual Integrated Voice Response) with Avaya call center capabilities.
Posted June 14, 2017

The partnership has led to the creation of a voice of the customer analytics solution. (Featured on SpeechTechMag.com.)
Posted June 13, 2017

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

Latest release provides more application and testing coverage for voice and contact center applications. (Featured on SpeechTechMag.com.)
Posted June 12, 2017

TeamSupport users can now post messages to Slack channels via a new ticket automation function.
Posted June 08, 2017

Bold360 is a new intelligent, omnichannel customer engagement platform.
Posted June 08, 2017

TELUS' new omnichannel customer support solution connects customers to more knowledgeable agents.
Posted June 06, 2017

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017

Speech technology provider Nuance Communications has announced it will soon bring its artificial intelligence-powered assistant Nina to Amazon Alexa, giving Nina users another channel through which to provide customer support.
Posted June 02, 2017

Today, when contemplating your intelligent assistance strategy, the real question isn't whether to do it or not, but how to do it.
Posted June 02, 2017

Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)
Posted May 31, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017