Automated Support

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm.
Posted April 18, 2019

Verint AI Blueprint is designed to help companies launch conversational artificial intelligence solutions through a combination of consulting and technology. (Featured on SpeechTechMag.com.)
Posted April 17, 2019

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out.
Posted April 17, 2019

Transcosmos has added emotion analysis to its speech recognition product for contact centers. (Featured on DestinationCRM.com.)
Posted April 16, 2019

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users. (Featured on DestinationCRM.com.)
Posted April 16, 2019

Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.
Posted April 12, 2019

Zappix is leveraging its on-demand customer service and automation technology to provide self-service capabilities for monetization by business process outsourcing partners.
Posted April 11, 2019

Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019

Mitel's portfolio further leverages the Google Cloud Platform as well as advanced artificial intelligence and analytics capabilities.
Posted April 10, 2019

The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019

Technical support provider teleNetwork changes its name to OneSupport to better reflect what it does. (Featured on DestinationCRM.com.)
Posted April 09, 2019

Talkdesk's partnership with Mitel has resulted in the launch of the MiCloud Connect CX cloud contact center solution. (Featured on DestinationCRM.com.)
Posted April 09, 2019

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019

Strategic partnership will automate some of CGS's contact center outsourcing businesses.
Posted April 03, 2019

Bold360 now includes the latest in real-time contact center agent collaboration tools.
Posted April 03, 2019

Avaya is adding Nuance's AI-based conversational technologies to its Avaya IX Contact Center.
Posted April 02, 2019

Customer Assist lets companies automate chat and web support functions.
Posted April 02, 2019

Blue Panda's customer engagement platform now integrates with Microsoft Azure to improve the customer experience with artificial intelligence.
Posted March 27, 2019

UCx Contact Center delivers advanced features like customizable call routing, automatic call-backs, built-in call recording, and dynamic reporting.
Posted March 27, 2019

UJET has added text, chat, and feedback capabilities to streamline agent performance.
Posted March 27, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

Multichannel customer service provider Conversocial has acquired customer service automation platform Assist in an effort to offer a hybrid customer service tool that integrates agents' and bots' capabilities.
Posted March 22, 2019

CXone Packages add voice, intelligent routing for Salesforce digital channels, embedded workforce optimization, and speech/text analytics.
Posted March 21, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

AXS incorporates new metrics into traditional efficiency and effectiveness measures.
Posted March 20, 2019

Updates provide greater flexibility in how the contact center platform can be used.
Posted March 20, 2019

The new solutions aim to empower agents to focus more on the human aspect of service.
Posted March 19, 2019

Vonage's new API services transform the unified communications and contact center experience with customizable capabilities.
Posted March 19, 2019

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019

8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019

Communications provider Voxbone has expanded its platform to deliver communications for business end users.
Posted March 19, 2019

Thrio will use VI's SIP trunking to fuel its contact center suite.
Posted March 19, 2019

Edify's configurable communications platform reaches beyond channels and across teams,
Posted March 19, 2019

But chatbot-based customer service provider Zingle envisions text messaging as a primary customer service channel, not a temporary solution.
Posted March 18, 2019

The Showroom allows channel partners to resell white-labeled CPaaS apps and services, and developers to monetize the communications services they build.
Posted March 15, 2019

Next-generation bots can respond to contextual customer questions and provide intelligent conversational capabilities. (Featured on DestinationCRM.com.
Posted March 15, 2019

NICE's partnership with CallVu brings visual engagement in the front end with intelligent automation of back-end processes.
Posted March 14, 2019

The integration enables 8x8 to deliver a virtual agent that improves the contact center experience for customers and agents alike.
Posted March 12, 2019

Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019

Inference Studio 6.0 supports Google Dialogflow NLP and IBM Watson Tone Analyzer. (Featured on DestinationCRM.com.)
Posted March 12, 2019

The artificial intelligence-powered text messaging system enables customers to communicate with the provider even if their initial call to a Sprint store goes unanswered.
Posted March 08, 2019

CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019

Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019

Agent AI brings real-time insights to human agents.
Posted March 05, 2019

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019

Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations. (Featured on DestinationCRM.com.)
Posted February 28, 2019

The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019