CRM

Servion has updated its contact center-as-a-service platform with advanced reporting and predictive analytics.
Posted January 23, 2017

How best-in-class firms differ from others and how you can turn your company into one.
Posted January 20, 2017

Auto Dialer automatically connects call center agents with prospects and customers in need of service.
Posted January 20, 2017

New feature helps contact center leaders better manage their service level agreements.
Posted January 19, 2017

The Noble Composer 11 upgrade offers increased agent flexibility and efficiency.
Posted January 19, 2017

The contact center recording solution has been certified to support Microsoft's unified communications platform.
Posted January 18, 2017

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017

New integration enables call centers and marketing departments to share valuable insights.
Posted January 17, 2017

The GeoFluent translation tool is now integrated with Salesforce.com's Service Cloud and Live Agent.
Posted January 16, 2017

Automation will play a greater role in shaping customer experiences, but don't completely overlook the human element.
Posted January 13, 2017

Through the partnership, Vocantas IVR solutions are available to utilities.
Posted January 11, 2017

AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017

NICE has released its Nexidia Analytics solution, offering interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs.
Posted January 10, 2017

VHT's ntegration with Genesys' suite of solutions lets customers request a call back when the contact center is busy.
Posted January 10, 2017

Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017

The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017

The home service business management software provider increases customer communications with field service techniocians.
Posted January 04, 2017

MegaPath, a provider of voice, data, security, and cloud services to North American businesses, today announced a partnership with Tenfold, maker of the Phone Intelligence Platform, designed to support service agents and sales reps during customer calls. (Featured on DestinationCRM.com.)
Posted January 03, 2017

How to supercharge your customer service team.
Posted January 03, 2017

Avtex joins the Genesys value-added reseller network for the Genesys Customer Experience Platform
Posted January 03, 2017

In addition to fostering healthy competition, gamification can create a more meaningful customer-representative interaction.
Posted December 27, 2016

Quality assurance programs must be improved if customer experiences have any chance of getting better.
Posted December 23, 2016

MarketsandMarkets predicts 21.1% compound annual growth for customer experience management solutions through the next five years.
Posted December 20, 2016

The strategic agreement will leverage Avaya's contact center and unified communications solutions to develop a communications cloud ecosystem.
Posted December 20, 2016

Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016

Noble has enhanced its web-based contact center manager toolset with greater mobile flexibility and increased reporting.
Posted December 15, 2016

Nina ID 2.0 brings multifactor biometrics security to Nuance's virtual assistant for customer service.
Posted December 14, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016

We live in an era where messaging programs have overtaken phone calls for personal interactions, so why shouldn't companies be able to interact with their customers the same way? This question was the impetus for LiveMessage, announced today by Salesforce.com as a new addition to its Service Cloud. LiveMessage allows companies to engage with customers using the messaging platform of their choice, including SMS, text, and Facebook Messenger.
Posted December 13, 2016

Chatbots have exploded in popularity, but businesses should focus on their customer support goals before they jump on the bandwagon this holiday season.
Posted December 13, 2016

The data leakage prevention solution protects information managed in the contact center.
Posted December 12, 2016

Parlance's speech-driven call handling solution is certified for interoperability with Mitel MiVoice Business.
Posted December 08, 2016

Proliferation of the technology by large companies to resolve customer issues is one of the driving factors for strong growth.
Posted December 08, 2016

Partnership blends Five9's cloud contact center platform with Zendesk Support.
Posted December 08, 2016

VocalZoom's VoiceMatch-in-Sensor technology converts speakers' facial skin vibrations into unique, noise-free voiceprints. (Featured on SpeechTechMag.com.)
Posted December 07, 2016

Peak UpTime is offering TelStrat's Engage WFO SaaS call recording and workforce optimization solutions through its Peak Elevate Cloud Managed Services.
Posted December 07, 2016

Anywhere365 and AudioCodes have teamed up to offer full contact center capabilities on CloudBond 365.
Posted December 06, 2016

Social media is an important aspect of marketing and communication for many organizations, but it is also becoming a necessary channel for providing top-tier customer service. To support customers' desire to take to social media when they need help, Verint Systems has enahnced its Social Engagement solution.
Posted December 06, 2016

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.
Posted December 01, 2016

Desk.com users can now provide multilingual customer support.
Posted November 30, 2016

The master agency will offer its clients Interactive Intelligence's PureCloud Engage contact center software. (Featured on DestinationCRM.com.)
Posted November 29, 2016

Choosing the right support tools is a lot like dating. Here are some tips to help navigate the sea of choices.
Posted November 29, 2016

Speech and natural language technology vendor Interactions has added voice biometrics to its Intelligent Virtual Assistant application, allowing companies to offer seamless caller authentication and identification using the unique characteristics of each human voice. Interactions Voice Biometrics can also be added to new or existing customer care applications. (Featured on SpeechTechMag.com.)
Posted November 25, 2016

VirtualPBX is letting Dash VoIP phone system users try inbound call recording during a beta program through early 2017.
Posted November 22, 2016

The new retail-specific Zappix Visual IVR offering enhances retailers' voice IVR.
Posted November 18, 2016

The Kustomer platform unifies customer data in one support platform.
Posted November 17, 2016

The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016

Oracle has launched IoT Accelerator, an integration package to allow companies to leverage insights gathered from the Internet of Things (IoT) via the company's IoT Cloud and Oracle Service Cloud.
Posted November 16, 2016

Together 8x8 and Telarus will bring enterprise-grade cloud communications to customers worldwide.
Posted November 16, 2016

Confirmit Fast Track is a voice of the customer solution that can be combined with other business systems.
Posted November 16, 2016