CRM

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

For chatbots to be effective, they need to deliver the right information with little effort.
Posted April 27, 2017

Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.
Posted April 27, 2017

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017

WebText's integrates its messaging app with Oracle Service Cloud.
Posted April 26, 2017

Anywhere365's integrated Skype for Business contact center pushes customer base with the latest release.
Posted April 21, 2017

Zang Workflow features a drag-and-drop development environment for creating smart communication apps and workflows.
Posted April 19, 2017

Voice authentication can improve interactions and increase security
Posted April 18, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

PlanetOne Becomes a RingCentral Premier Master Agent Partner to transition enterprises to cloud communication solutions.
Posted April 12, 2017

MiaRec has been certified for use with Avaya Aura Communication Manager 7.0, Avaya Aura Session Manager 7.0, and Avaya Session Border Controller for Enterprise (SBCE) 7.1.
Posted April 12, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting. (Featured on DestinationCRM.com.)
Posted April 11, 2017

Aspect Software launches its Via customer engagement platform in Europe.
Posted April 11, 2017

As customer service technologies evolve, applications can better surface answers to questions, provide better next-best actions, and remove burdensome tasks from agent workloads.
Posted April 07, 2017

Mobile, chat, and social media customer interactions will increase at the expense of live-agent voice, finds Frost & Sullivan.
Posted April 05, 2017

Calabrio acquires Symmetrics to deliver data orchestration and visual reporting
Posted April 04, 2017

The PureCloud customer engagement solution meets PCI DSS Service Provider Level 2 standards for securing consumer data.
Posted April 04, 2017

VoiceFoundry's CTI Connector will link voice calls to the Freshdesk help desk ticketing solution.
Posted March 30, 2017

CRM delivers its 14th Annual Recognition of leading vendors across eight industry segments.
Posted March 29, 2017

Amazon Web Services (AWS) yesterday released its long-awaited Amazon Connect, a suite of cloud-based contact center services that leverage the artificial intelligence powering Amazon's Alexa virtual assistant to handle contact center calls and texts.
Posted March 29, 2017

Real-time messaging platform BBB now" gives businesses a simple, direct way to engage with customers on mobile devices.
Posted March 29, 2017

The trio of solutions gained during its Interactive Intelligence purchase, composes an expanded customer experience platform. (Featured on DestinationCRM.com.)
Posted March 28, 2017

Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service.
Posted March 28, 2017

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

Linc's new chatbots operate on the Facebook Messenger, WhatsApp, and Apple iMessage platforms and also offer voice assistance through Amazon Alexa, Google Home, and Apple's Siri, along with enhanced email, web, and text capabilities.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

The integration brings unified communications applications directly into Microsoft's latest CRM platform.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

Rolodesk will be a mobile-first customer support solution for SMBs and startups.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

Bright Pattern partners with Next Caller to provide Advanced Caller ID from a database of more than 500 million caller profiles in real time.
Posted March 14, 2017

Tips to help customer service reps keep their cool when callers are losing theirs.
Posted March 14, 2017

inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
Posted March 10, 2017

The Zappix healthcare Visual IVR combines visual and voice service via smartphone.
Posted March 09, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

The partnership brings advanced artificial intelligence and deep learning to contact center interactions.
Posted March 07, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers.
Posted March 07, 2017

The AQUA conversational platform enables employees to create conversational intelligence with zero code changes.
Posted March 03, 2017

Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments. (Featured on DestinationCRM.com.)
Posted March 02, 2017