CRM

Start-ups don't necessarily think first about customer support, but they can't afford to ignore it.
Posted August 19, 2019

LivePerson's upgraded conversational AI features increase agent efficiency and solve routing problems to help companies orchestrate customer journeys at scale.
Posted August 19, 2019

Zappix has leveraged its self-service automation technology to launch a solution for the financial services industry.
Posted August 16, 2019

Call tracking improves marketing effectiveness while making the contact center an essential corporate contributor.
Posted August 16, 2019

The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.
Posted August 14, 2019

Frontdesk's AI-powered dashboards deliver intelligence and insights across all franchise locations.
Posted August 14, 2019

Liquid Studios for Pega Catalyst help companies create customer experience apps. (Featured on DestinationCRM.com.)
Posted August 14, 2019

The latest version of Conversica's AI platform offers a Conversation Editor, user profiles for setting user access controls, an expanded conversation library, and visualizations of conversation flows.
Posted August 12, 2019

Intermedia's acquisition of Telax brings together cloud-based unified communications and contact center solutions.
Posted August 12, 2019

Luminoso Daylight now features advanced sentiment analysis in a no-code application for customer analytics. (Featured on DestinationCRM.com.)
Posted August 07, 2019

Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging.
Posted August 07, 2019

Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp.
Posted August 07, 2019

Bright Pattern is teaming with Robert C. Davis and Associates to bring consulting practices and omnichannel contact center technology to midsized and enterprise organizations.
Posted August 07, 2019

RingCentral's agreement with Fujitsu adds its cloud communications and contact center solutions to Fujitsu's Digital Workplace.
Posted August 07, 2019

Voximplant's Smartcalls upgrades include Google Dialogflow and SIP integrations.
Posted August 06, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Atos will sell NICE inContact's CXone integrated with Circuit, the Atos unified communications and collaboration (UCC) cloud solution.
Posted August 06, 2019

PBX_Change is now authorized to resell and consult on Cisco's technology.
Posted August 06, 2019

Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019

Sugar Serve's integrated console experience revolutionizes customer support processes.
Posted August 01, 2019

Gupshup is enabling businesses and customers to customize messages over WhatsApp.
Posted July 31, 2019

The partnership connects Tenfold's cloud integration layer and intelligent integrated desktop agent with Avaya IX Contact Center and Avaya IX Workplace.
Posted July 31, 2019

Financial firms can now leverage NICE compliance recording and object-based cloud storage to retain growing volumes of communications required for key regulations.
Posted July 31, 2019

Aspect Unified IP Infinity commits additional support and long-term benefits to users of Aspect's contact center platform.
Posted July 30, 2019

Virtual customers are coming; Customer service and support leaders must understand the challenges associated with them.
Posted July 26, 2019

Westcon will act as RingCentral's reseller in the United Kingdom and Ireland.
Posted July 24, 2019

Bright Pattern partners with Zappix to deliver on-demand customer service and omnichannel contact center capabilities. (Featured on DestinationCRM.com.)
Posted July 23, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019

Verint's Financial Compliance portfolio integrated with Teams will enable businesses to capture Microsoft Teams interactions across contact center, back-office, and trading floor operations.
Posted July 16, 2019

Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019

NICE Trading Recording, NICE inContact CXone, and NICE Multi Channel Recording will be seamlessly integrated with Microsoft Teams.
Posted July 16, 2019

Auraya EVA helps authenticate customers using voice over phone and digital channels. (Featured on DestinationCRM.com.)
Posted July 15, 2019

The contact center software market is projected to reach $48 billion by 2026, says Fortune Business Insights.
Posted July 15, 2019

Integration brings together Five9's Intelligent Cloud Contact Center with Microsoft Teams to enable customer service agents to collaborate with experts. (Featured on DestinationCRM.com)
Posted July 12, 2019

8x8 Managed Technical Services enhances existing networks to deliver optimum performance for mission-critical applications.
Posted July 11, 2019

Transcosmos has joined the Jasmy Initiative to use customer data securely while providing customers more control over their own data.
Posted July 10, 2019

Hybrid cloud enables users to minimize or eliminate toll charges and to increase the reliability and quality of test calls.
Posted July 10, 2019

Inference's Studio platform now enables virtual agents to provide customer care via the WhatsApp messaging application.
Posted July 10, 2019

AI Defender auto-checks service quality in call centers. (Featured on DestinationCRM.com.)
Posted July 08, 2019

CXsuccess customer services for CXone helps contact center leaders with ongoing business value realization and long-term success.
Posted July 02, 2019

Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019

Omilia miniApps offer bite-size conversational self-service.
Posted June 27, 2019

Instant Consent on Terms & Disclosures automates the process of collecting digital customer acknowledgments.
Posted June 27, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

EdgeVerve AssistEdge Engage is an intelligent automation platform for contact centers.
Posted June 27, 2019

Partnership leads to bi-directional text messaging.
Posted June 27, 2019

Semafone Cardprotect Relay+ enables businesses to accept customer payments through all channels.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

Upgraded versions of Unymira's knowledgebase products for contact centers are easier to use and more powerful.
Posted June 26, 2019

Cyara Accelerator for Amazon Connect takes users through five steps for migrating their contact centers to the cloud-based Amazon Connect platform.
Posted June 26, 2019

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library