CRM

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

C3's collaboration and contact center platforms are built on Cisco's Broadworks.
Posted June 14, 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

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

Serenova strengthens its channel program through a partnership with Telarus
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

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 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

Traditional key performance indicators need to be combined with new technologies, like customer journey analytics, to allow companies to anticipate and meet customer needs.
Posted May 30, 2019

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

Bright Pattern partners with Promero to deliver a modern, cloud-based omnichannel contact center solution.
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

Sparkcentral has signed a reseller agreement with IntelCal to bring its solutions to Central and South America.
Posted May 21, 2019

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship.
Posted May 20, 2019

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

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

Customer Service Journey Consulting helps clients address the business impacts of poor customer service.
Posted May 07, 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

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

Artificial intelligence is the future of customer service, but it can alter consumer attitudes and behaviors, Jarno Duursma advises conference attendees.
Posted April 29, 2019

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