CRM

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

Linc's new chatbots operate on the Facebook Messenger, WhatsApp, and Apple iMessage platforms and also offer voice assistance through Amazon Alexa, Google Home, and Apple's Siri, along with enhanced email, web, and text capabilities.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

The integration brings unified communications applications directly into Microsoft's latest CRM platform.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

Rolodesk will be a mobile-first customer support solution for SMBs and startups.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

Bright Pattern partners with Next Caller to provide Advanced Caller ID from a database of more than 500 million caller profiles in real time.
Posted March 14, 2017

Tips to help customer service reps keep their cool when callers are losing theirs.
Posted March 14, 2017

inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
Posted March 10, 2017

The Zappix healthcare Visual IVR combines visual and voice service via smartphone.
Posted March 09, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

The partnership brings advanced artificial intelligence and deep learning to contact center interactions.
Posted March 07, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers.
Posted March 07, 2017

The AQUA conversational platform enables employees to create conversational intelligence with zero code changes.
Posted March 03, 2017

Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments. (Featured on DestinationCRM.com.)
Posted March 02, 2017

The TV network will deploy Eureka speech analytics across three call centers. (Featured on SpeechTechMag.com.)
Posted March 02, 2017

The enhanced RTA solution uses NICE's automatic enrollment to authenticate customers during self-service interactive voice response calls or those handled by agents.
Posted March 02, 2017

Earthbend's Cloud Contact Center is a multitenant version of Enghouse Interactive's Contact Center: Service Provider platform.
Posted March 01, 2017

Zoho PhoneBridge accelerates delivery of solutions integrating call management with Zoho CRM and Zoho Desk.
Posted March 01, 2017

Bright Pattern has integrated its cloud contact center software with Oracle RightNow CRM.
Posted February 28, 2017

In contact centers, predictive and prescriptive analytics should be used together to anticipate customer needs and help agents toward resolution.
Posted February 28, 2017

The acquisition of Silver Lining Solutions helps Genesys enrich its workforce optimization product offerings.
Posted February 27, 2017

Zoe makes it possible for every employee to take part in the customer success process.
Posted February 27, 2017

The Marketplace aims to help businesses customize their help desks with apps they can find under one roof. (Featured on DestinationCRM.com.)
Posted February 23, 2017

The updated Version 6.6 includes tighter integrations and enhanced functionality for compliance and digital transformation.
Posted February 23, 2017

Bright Pattern has extended its global cloud contact center service to Australia and New Zealand.
Posted February 23, 2017

Noble's SmartAccept helps contact centers pare down the average time to answer incoming calls.
Posted February 22, 2017

The feature uses artificial intelligence to analyze browsing history, determine a customer's immediate needs, and serve them in the moment. (Featured on DestinationCRM.com.)
Posted February 21, 2017

Callision has launched a free cloud-based business phone system and carrier-independent contact center as a service.
Posted February 21, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

CafeX's real-time agent monitoring and coaching application is compatible with Avaya Aura customer engagement solutions.
Posted February 17, 2017

Digital customer experiences require a different approach that blends channels across the digital and physical worlds.
Posted February 17, 2017

Kustomer is partnering with Talkdesk to provide integrated call center and voice functionality.
Posted February 16, 2017

The IP telephony/unified communications solution provider announces partnership with the developer of software-based unified communications products.
Posted February 16, 2017

Verint is partnering with Frontline Services to bring its workforce optimization portfolio to the Dutch market.
Posted February 16, 2017

Bright Pattern expands its presence in Japan to enhance local voice communications and improve regional compliance.
Posted February 16, 2017

Fresh off a funding round, IOVOX has opened a U.S. office and is expanding its call analytics offerings.
Posted February 15, 2017

Utilities OnCall 3.2 offers a more personalized IVR experience for callers.
Posted February 15, 2017

Zang Office is a customer communication platform that can be customized for small and midsized businesses.
Posted February 14, 2017

Strategic partnership provides contracting convenience and guaranteed competitive pricing to qualified government buyers through MicroAutomation's GSA Schedule.
Posted February 14, 2017