CRM

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

Version 6.2 of the CX Standard offers more guidelines into service journeys and more best practices.
Posted January 16, 2020

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

Customer service ranked third on FlexJobs' list of career fields that allow employees to work from home.
Posted January 15, 2020

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

CallTower Direct Routing is linked to Microsoft's latest collaboration tool.
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

Smarsh adds secure archiving, search, and play back of voice content from virtually any recording system. (Featured on SpeechTechMag.com.)
Posted January 08, 2020

Vocantas' Communicate staffing app is now available as a mobile app.
Posted January 06, 2020

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

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

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

Aircall's App Marketplace features 50 integrations with technology partners from 12 categories
Posted December 20, 2019

Customer data platforms can lead to hyper-personalization, if they are used properly.
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

Ribbon's cloud-native SBC has been successfully tested with Amazon Chime Voice Connector for SIP-based Media Recording (SIPREC). (Featured on SpeechTechMag.com.)
Posted December 17, 2019

AudioCodes' collaboration with AWS allows shared customers to stream phone calls to AWS machine learning services for recording, transcription, voice processing, and analysis. (Featured on SpeechTechMag.com.)
Posted December 17, 2019

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

Successful customer feedback programs programs should include solicited and unsolicited comments across channels.
Posted December 10, 2019

IoT devices are expected to fuel 15.2 percent CAGR through 2027, according to Data Bridge Market Research.
Posted December 09, 2019

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

The $1 billion deal adds scale, enhances TELUS' solutions portfolio, and expands its European presence.
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

Traditional business models are evaporating, and businesses must adapt or be left behind.
Posted December 02, 2019

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Posted December 02, 2019

SYNNEX will sell Avaya OneCloud secure UCaaS solutions to address the secure communications and collaboration needs of U.S. government agencies.
Posted November 26, 2019

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

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019

NICE inContact expands its footprint within the APAC region with a partnership with Austrailan company Lake
Posted November 19, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
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

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