CRM

Noble's SmartAccept helps contact centers pare down the average time to answer incoming calls.
Posted February 22, 2017

Callision has launched a free cloud-based business phone system and carrier-independent contact center as a service.
Posted February 21, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

CafeX's real-time agent monitoring and coaching application is compatible with Avaya Aura customer engagement solutions.
Posted February 17, 2017

Digital customer experiences require a different approach that blends channels across the digital and physical worlds.
Posted February 17, 2017

Kustomer is partnering with Talkdesk to provide integrated call center and voice functionality.
Posted February 16, 2017

The IP telephony/unified communications solution provider announces partnership with the developer of software-based unified communications products.
Posted February 16, 2017

Verint is partnering with Frontline Services to bring its workforce optimization portfolio to the Dutch market.
Posted February 16, 2017

Bright Pattern expands its presence in Japan to enhance local voice communications and improve regional compliance.
Posted February 16, 2017

Fresh off a funding round, IOVOX has opened a U.S. office and is expanding its call analytics offerings.
Posted February 15, 2017

Utilities OnCall 3.2 offers a more personalized IVR experience for callers.
Posted February 15, 2017

Zang Office is a customer communication platform that can be customized for small and midsized businesses.
Posted February 14, 2017

Strategic partnership provides contracting convenience and guaranteed competitive pricing to qualified government buyers through MicroAutomation's GSA Schedule.
Posted February 14, 2017

Avaya Enterprise Cloud for BPO, developed with Spoken Communications, addresses the digital transformation needs of contact center outsourcers.
Posted February 14, 2017

SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017

LightBound's Cloud Contact Center is available as an add-on to its Integrated Voice portfolio.
Posted February 13, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

The partnership equips CarrierSales with 8x8's cloud contact center and unified communications technologies.
Posted February 10, 2017

The right governance can drive much better customer service experiences.
Posted February 10, 2017

Radish can now sell its ChoiceView Visual IVR and Visual Live Assistance Platform to Oracle Cloud customers.
Posted February 08, 2017

Three things that could end a customer relationship.
Posted February 07, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Cloud telephony provider Content Guru will deliver Verint workforce optimization and speech analytics solutions in the cloud. (Featured on SpeechTechMag.com.)
Posted February 01, 2017

The joint offering will provide advanced compliance recording for financial firms using Microsoft's Skype for Business. (Featured on SpeechTechMag.com.)
Posted February 01, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

Pronexus, which has provided interactive voice response (IVR) solutions for more than 20 years, this week launched VB Voice 10.1, a program that will allow users to access both voice recognition and visual customer service through smartphone or HTML 5-enabled browser.
Posted January 30, 2017

IntelePeer combines cloud, contact center, premises voice into a single platform
Posted January 27, 2017

New VoIP software integrates with CRM, ERP, and social media platforms to provide business and caller intelligence.
Posted January 25, 2017

Innovations relate to seamless communications across global enterprises and user experience for networked contact centers.
Posted January 24, 2017

The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017

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