CRM

Customer service will need to adopt an omnichannel, agent-first, AI, and IoT focus to succeed in 2018.
Posted January 23, 2018

CXone Agent for Salesforce add's NICE's Workforce Optimization to Salesforce.com's unified desktop.
Posted January 22, 2018

Textel SMS offers multiple conversation capabilities with seamless text application.
Posted January 18, 2018

Aspect Software Secures PCI Level 1 Certification for Aspect Via™ in North America
Posted January 18, 2018

The integration links the ServiceNow IT Service Management and Customer Service Management with Genesys PureEngage.
Posted January 17, 2018

Zendesk brings omnichannel customer support solutions to the Shopify Plus platform. (Featured on DestinationCRM.com.)
Posted January 17, 2018

CTI Adaptor integrates legacy or on-premises telephony and CRM systems for increased engagement visibility.
Posted January 16, 2018

NICE's GDPR Compliance Center simplifies the implementation of data governance processes to help contact centers comply the General Data Protection Regulation.
Posted January 12, 2018

Weston has added Skype for Business support to its Symphony 7 recording and analytics platform.
Posted January 11, 2018

Dennis Fois will lead the company after serving as CEO at Rant & Rave. (Featured on DestinationCRM.com.)
Posted January 08, 2018

The call center solutions and location-based workflow providers partner to deliver improved agent use of data-visualization for ServiceNow.
Posted January 04, 2018

Brand Embassy provides a digital customer care platform extending CXone AI and chatbot functionality.
Posted January 03, 2018

eGain launches Solve for Salesforce.com to help customer service agents with context.
Posted December 20, 2017

The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017

CallMiner is adding its Eureka analytics platform to IPI's contact center offerings.
Posted December 14, 2017

[24]7.ai's Fall 2017 Release adds support for Business Chat and Vivid Speech functionality that augments IVR with visual interactions.
Posted December 13, 2017

Edgewood Networks' customers will now be able to deploy Passage.AI's chatbot solution.
Posted December 13, 2017

Sightcall has integrated its video assistance product with Zendesk's customer support software.
Posted December 13, 2017

IMImobile will provide omnichannel chat on the NICE inContact CXexchange.
Posted December 12, 2017

Integration allows contact centers to use insights on inbound callers to provide better customer experiences.
Posted December 11, 2017

Enghouse Interactive's server-less platform empowers Microsoft Office 365 users with contact center functionality.
Posted December 05, 2017

SmartAction offers its conversational self-service platform for NICE inContact CXone users through the CXexchange.
Posted December 05, 2017

EPIC Connections is providing RapidCheck Assessment to extend CXone Workforce Optimization for CXone users.
Posted December 01, 2017

Poised for rapid growth and success, the cloud contact center infrastructure market is looking at untapped revenue potential in the tens of billions of dollars, DMG Consulting predicts.
Posted November 30, 2017

Mobility and digital assistants help employees manage work schedules, track performance, and simplify engagement.
Posted November 30, 2017

AWS users can now order and provision the SpiceCSM platform and enable their own Customer Engagement Hub, complete with out-of-the-box Amazon Connect integration.
Posted November 30, 2017

Plum's AI-powered IVR applications automate customer inquiries using conversational natural language processing to improve the customer self-service experience
Posted November 29, 2017

VoiceFoundry CTI Connector links Amazon Connect with ServiceNow.
Posted November 29, 2017

Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017

Bright Pattern has made its Contact Center for Oracle Service Cloud available in the Oracle Cloud Marketplace.
Posted November 28, 2017

Call centers can now use Pindrop's caller authentication solutions within their Amazon Connect environments.
Posted November 28, 2017

New features improve the agent experience.
Posted November 28, 2017

The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017

The company has received 30 patents so far this year, and more are still pending.
Posted November 15, 2017

Through a strategic partnership with Convexus, NICE will bring its analytics-based software to the Peruvian contact center market. (Featured on SpeechTechMag.com.)
Posted November 13, 2017

NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences.
Posted November 09, 2017

noHold has given its Albert AI platform a voice through Google Assistant.
Posted November 08, 2017

Dizzion is providing its virtual desktop application on CXexchange Marketplace.
Posted November 06, 2017

Customer service agents can now benefit from live behavioral guidance and emotional intelligence. (Featured on DestinationCRM.com.)
Posted November 02, 2017

Customer care platform enhancements let companies conduct social messaging and surveying.
Posted November 02, 2017

Verint AQM automates scoring of up to 100 percent of agent calls.
Posted November 01, 2017

Luma can help companies create and resolve customers service/support and IT service management tickets. (Featured on DestinationCRM.com.)
Posted November 01, 2017

.CX lets companies customize their contact center operations.
Posted October 26, 2017

The partnership will bring artificial intelligence to optimize business results in the contact center.
Posted October 26, 2017

[24]7 has changed its company name to [24]7.ai to reflect its growing use of artificial intelligence.
Posted October 24, 2017

Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships.
Posted October 24, 2017

The integration allows service teams to support customers via text messaging using their existing business numbers.
Posted October 24, 2017

USAN's Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service.
Posted October 24, 2017

ia.Enterprise offers intelligently automated solutions for customer experience management and business process automation.
Posted October 24, 2017

The acquisition adds workforce optimization to Serenova's contact center solutions portfolio.
Posted October 23, 2017