CRM

The integration brings personalized video to visual IVR.
Posted June 23, 2017

Nina Coach helps organizations train and deploy human-assisted virtual assistants powered by artificial intelligence. (Featured on SpeechTechMag.com.)
Posted June 21, 2017

Self-configurable builder enables companies to develop their own chatbots in a few simple steps.
Posted June 21, 2017

TeleTech Humanify delivers personalized, end-to-end customer engagement through consulting, technology, and operations.
Posted June 21, 2017

Bright Pattern's new contact center applications add the cognitive power of IBM Watson for sentiment screening.
Posted June 21, 2017

Government agencies will now have access to the first cloud contact center solution available directly from a FedRAMP-authorized provider
Posted June 16, 2017

The Via 17 release contains major enhancements to Aspect's cloud Customer Engagement Center, including new self-service, interaction management, and workforce optimization capabilities.
Posted June 15, 2017

The partnership will allow customers to benefit from deep integration of Zappix VIVR (Visual Integrated Voice Response) with Avaya call center capabilities.
Posted June 14, 2017

Exceptional Service ACD Call Center Module leverages cloud-based managed VOICE Platform to help hotels increase staff response.
Posted June 14, 2017

Five9 will offer Genband's unified communications and WebRTC products to its customers.
Posted June 13, 2017

The partnership has led to the creation of a voice of the customer analytics solution. (Featured on SpeechTechMag.com.)
Posted June 13, 2017

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Verint releases packaged workforce optimization solutions designed specifically for midsized contact centers.
Posted June 12, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees.
Posted June 09, 2017

TeamSupport users can now post messages to Slack channels via a new ticket automation function.
Posted June 08, 2017

Bold360 is a new intelligent, omnichannel customer engagement platform.
Posted June 08, 2017

The new Freshworks umbrella brand better identifies the company as a business software suite provider.
Posted June 07, 2017

ContactRelief's Disaster Decision Engine helps contact centers know when to suspend and resume operations during disasters.
Posted June 06, 2017

TELUS' new omnichannel customer support solution connects customers to more knowledgeable agents.
Posted June 06, 2017

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017

The deal enables Jenne to add 8x8 cloud-based unified communications, team collaboration, contact center solutions to its portfolio.
Posted June 01, 2017

Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)
Posted May 31, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

The bots involved help Cisco users find answers about Cisco Spark and WebEx.
Posted May 31, 2017

CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017

Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.
Posted May 26, 2017

New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.
Posted May 24, 2017

Support personnel can remotely assist customers with a live view of their iOS, Android, and other device screens.
Posted May 24, 2017

Noble Secure Payment Assist lets agents assist customers while masking financial information during transactions.
Posted May 24, 2017

Genesys' G-NINE is powered by blended artificial intelligence, smart micro apps, and a proactive human touch.
Posted May 23, 2017

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

TrulySecure receives updated deep learning algorithms that boost its accuracy and liveness detection.
Posted May 17, 2017

The latest self-service release empowers users to better align monitoring and dynamic business demands.
Posted May 17, 2017

The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017

Done right, knowledge management can be the secret to customer service success.
Posted May 16, 2017

The two companies will offer contact center management and workforce optimization together on Amazon Web Services.
Posted May 10, 2017

The partnership allows users of inContact's cloud contact center software to add conversational chatbot technology.
Posted May 09, 2017

Bright Pattern has launched applications, including screen pop and a chatbot API, on the ServiceNow platform.
Posted May 09, 2017

Consumers have clear channel preferences when it comes to specific issues with companies.
Posted May 05, 2017

The move expands Zendesk's product portfolio for customer communications.
Posted May 04, 2017

The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on DestinationCRM.com.)
Posted May 04, 2017

Guide delivers collective knowledge and machine learning technology for customer service.
Posted May 03, 2017

LiveEngage for Bots is an enterprise bot management platform.
Posted May 03, 2017

Aspect CXP 17 helps users develop customer service chatbots and IVR systems.
Posted May 03, 2017

New features enable video, audio, and screen sharing capabilities.
Posted May 02, 2017

Mark III's Cognitive Call Center help agents identify, filter, analyze, and act on inbound and outbound calls.
Posted May 02, 2017

New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017