Automated Support

11 reasons chatbots fail and what you can do to avoid the same mistakes.
Posted June 17, 2019

Aculab's voice biometrics system is compatible with key Avaya IX contact center solutions. (Featured on SmartCustomerService.com.)
Posted June 17, 2019

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments. (Featured on DestinationCRM.com.)
Posted June 12, 2019

The two companies' joint solution enables the extraction of rich, actionable insights from call recordings.
Posted June 12, 2019

Zendesk Duet offers a combination of Zendesk Sell and Support to break down silos across customer-facing teams.
Posted June 12, 2019

Cyara Accelerator helps companies move their contact centers to the cloud.
Posted June 11, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

Customer service centers have a significant business opportunity to tap into insights in voice data, yet most organizations are not equipped to do so properly.
Posted June 10, 2019

JitBit's new mobile app for customer service takes design cues from some of the more popular messenger apps.
Posted June 06, 2019

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019

The new Inbox brings tools and data into one place for more personalized support interactions.
Posted June 05, 2019

New capabilities help users communicate via virtually any digital messaging platform. (Featured on DestinationCRM.com.)
Posted June 05, 2019

Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships. (Featured on DestinationCRM.com.)
Posted June 05, 2019

Deploying Cardprotect in the cloud streamlines PCI DSS compliance for contact centers.
Posted June 05, 2019

The Luma upgrade delivers new automation and skills-building capabilities to Serviceaide's virtual agent. (Featured on DestinationCRM.com.)
Posted June 04, 2019

Calabrio will add Teleopti's workforce management solutions to its own customer experience offerings. (Featured on DestinationCRM.com.)
Posted June 03, 2019

The solution pulls in data from different service channels and apps to deliver customer service on a single platform, enabling agents to bring greater context to customer relationships.
Posted May 31, 2019

The contact center software market is transitioning from traditional offerings to cloud and artificial intelligence-based offerings, according to a new report from Aragon.
Posted May 30, 2019

Callsign chooses Nexmo, the Vonage API platform, to deliver more secure communications for banking customers. (Featured on DestinationCRM.com.)
Posted May 30, 2019

Highly advanced artificial intelligence and natural language processing will drive 30.8% CAGR, MarketsandMarkets predicts.
Posted May 29, 2019

Zendesk has chosen Ada as the premier ‘Suite-Ready Partner' for Zendesk Live Chat and Support. (Featured on DestinationCRM.com.)
Posted May 23, 2019

CallMiner Eureka will power Praxidia's enterprise feedback management solutions. (Featured on DestinationCRM.com.)
Posted May 23, 2019

Avtex will be a reseller of TRUSTID's Authenticator as part of its SmartTrack application
Posted May 23, 2019

Verint Engage speakers continued to stress the need for a balance of live agents and automation to handle the full range of customer issues.
Posted May 23, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

VoiceFoundry saluted for its proficiency in delivering contact center solutions leveraging Amazon Web Services and Amazon Connect.
Posted May 20, 2019

Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.
Posted May 17, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

AWS Service Delivery Program recognizes partners with customer experience and a deep understanding of specific AWS services.
Posted May 16, 2019

LiveChat HelpDesk helps companies organize and manage email communication with customers.
Posted May 15, 2019

Sparkcentral's Virtual Agent Framework lets businesses blend live and virtual contact center agents.
Posted May 15, 2019

Amid huge company growth, Helpshift has opened offices in England and the Netherlands.
Posted May 14, 2019

Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.
Posted May 14, 2019

Pegasystems is acquiring digital messaging platform provider In The Chat. (Featured on DestinationCRM.com.)
Posted May 13, 2019

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019

NovelVox's new Finesse 12 Agent Desktop brings customer data to agents.
Posted May 09, 2019

3CLogic has introduced an omnichannel integration with ServiceNow Digital Workflows and Agent Workspace.
Posted May 08, 2019

Call Journey and Avtex are teaming up to bring conversation analytics to more contact centers.
Posted May 08, 2019

The system offers small businesses a low-cost customer service agent that helps block spam calls, provide callers with basic information about the business, and help customers with basic tasks such as appointment booking or order placing via text-backs.
Posted May 06, 2019

The partnership will bring Call Journey's conversation analytics to users of QPC's contact center platform.
Posted May 04, 2019

Serenova's partnership with Key IVR helps companies meet regulatory requirements and keep sensitive customer data safe. (Featured on DestinationCRM.com.)
Posted May 02, 2019

CallJoy is offering an automated, cloud-based virtual phone agent for small businesses owners. (Featured on DestinationCRM.com.)
Posted May 02, 2019

TCN unveils new features to its contact center solution offering an easier and more streamlined approach to compliance.
Posted May 01, 2019

Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019

There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.
Posted April 29, 2019

LivePerson Conversation Builder is collaborative AI technology empowering all staff to assist with bot building. (Featured on DestinaationCRM.com.)
Posted April 29, 2019

Verint's Anomaly Detection offers machine learning capabilities to identify customer pain points and outliers in CX Dcustomer experience data. (Featured on DestinationCRM.com.)
Posted April 29, 2019

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019

ServiceMax Remote Triage helps reduce truck rolls and parts consumption for field service.
Posted April 24, 2019

New capabilities help clients deploy Google's Contact Center AI solution.
Posted April 24, 2019