CRM

Successful customer feedback programs programs should include solicited and unsolicited comments across channels.
Posted December 10, 2019

IoT devices are expected to fuel 15.2 percent CAGR through 2027, according to Data Bridge Market Research.
Posted December 09, 2019

USAN has incorporated digital communication channels into Contact Suite, a set of pre-packaged applications for Amazon Connect.
Posted December 05, 2019

The $1 billion deal adds scale, enhances TELUS' solutions portfolio, and expands its European presence.
Posted December 05, 2019

Zendesk has chosen Amazon Connect as a preferred contact center voice solution for global deployment with Zendesk Talk Partner Edition.
Posted December 04, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication. (Featured on DestinationCRM.com.)
Posted December 03, 2019

PCI Pal has joined Avaya's DevConnect Program, integrating its payment processing solutions into Avaya's contact center platforms. (Featured on DestinationCRM.com.)
Posted December 03, 2019

Traditional business models are evaporating, and businesses must adapt or be left behind.
Posted December 02, 2019

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.
Posted December 02, 2019

SYNNEX will sell Avaya OneCloud secure UCaaS solutions to address the secure communications and collaboration needs of U.S. government agencies.
Posted November 26, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019

Sprinklr's Fall 2019 Release features 400 new features, including Microsoft Dynamics 365, Trustpilot integrations, a mobile app, and Live Chat. (Featured on DestinationCRM.com.)
Posted November 20, 2019

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019

NICE inContact expands its footprint within the APAC region with a partnership with Austrailan company Lake
Posted November 19, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019

AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019

SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product.
Posted November 15, 2019

The integration enables virtual agents and will include other artificial intelligence capabilities.
Posted November 15, 2019

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams. (Featured on DestinationCRM.com.)
Posted November 14, 2019

Conversational artificial intelligence augments quality management with voice-enabled access to call and interaction reports, customer information, and service performance. (Featured on DestinationCRM.com.)
Posted November 14, 2019

The combination of Five9 and Whendu technologies will allow enterprises to move to the cloud rapidly by integrating workflows in real time.
Posted November 13, 2019

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
Posted November 12, 2019

Five9's App Marketplace features partners that offer technology across more than 10 contact center categories.
Posted November 12, 2019

CallJoy's virtual phone agent gets more automated, customizable, and scalable.
Posted November 12, 2019

Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Semafone Intelligence+ provides real-time data about payment transactions in the contact center.
Posted November 06, 2019

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019

Asynchronous messaging apps will help your business retain customers and preserve your agents' sanity.
Posted November 05, 2019

UJET SMS Adapter allows for the rapid deployment of smartphone capabilities and texting.
Posted November 05, 2019

The latest version of Mobile Agent offers enhanced calling features for field agents.
Posted November 05, 2019

Five9's Einstein Bot engages with customers, gathers their intent, and routes the interaction to an agent with all of the context preserved.
Posted November 01, 2019

CX isn't the same as CRM, but it requires an investment all the same.
Posted November 01, 2019

Vonage today launched a number of solutions to help companies interact with customers and retain context during and after those interactions.
Posted October 30, 2019

NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019

Medallia integrates with ServiceNow and is available in the ServiceNow Store.
Posted October 30, 2019

Talkdesk adds Information Security Management and Business Continuity Management security certifications.
Posted October 30, 2019

Noble Gamification 2.0 adds mobile app and tools for employee recognition.
Posted October 30, 2019

Online communities can be the key to richer customer success, but they need to be active. Here are a few ideas to help make that a reality.
Posted October 29, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

Semafone's partnership with Unytalk unifies customer-facing cloud communications and omnichannel compliance solutions to secure payment transactions.
Posted October 29, 2019

Though interest continues to grow, opportunities for customer self-service still abound.
Posted October 25, 2019

Servion can offer any Cisco contact center solution to companies of all sizes, deployed on-premises, hosted, or in the cloud.
Posted October 23, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

iMachine powers OnviSource's advanced analytics, robotic process automation, and intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted October 22, 2019