Cloud-based Support

The cloud is gaining in appeal for contact centers of all sizes, and increased flexibility is the leading cause.
Posted August 17, 2018

NICE integrates its NICE Trading Recording with Cloud9 Technologies' C9 cloud-based voice trading platform. (Featured on DestinationCRM.com).
Posted August 14, 2018

Google's enterprise customers will get access to customer service representatives and true contact center-based support—at least when it comes to Google Maps and Google's cloud product.
Posted August 10, 2018

CX100 blends technologies from Avaya and Bright Pattern.
Posted August 08, 2018

Instant CSAT allows organizations to gauge customer satisfaction instantly and non-intrusively.
Posted August 08, 2018

Q-Suite's new Service Management Panel lets cloud contact centers benefit from allocation of services on multiple servers.
Posted August 08, 2018

The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

QGate's latest version of intelli-CTi for Microsoft Dynamics 365 offers compatibility with Dynamics 365, Version 9, and Unified Service Desk, Version 3.3. (Featured on DestinationCRM.com.)
Posted August 03, 2018

The partnership between Five9 and Fuze combines contact center and unified communications functionality. (Featured on DestinationCRM.com.)
Posted July 27, 2018

Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018

EvolveIP is acquiring the cloud-based unified communications provider to expand its presence in the Midwest.
Posted July 23, 2018

Ozonetel's KooKoo omnichannel widget combines voice calls with chat.
Posted July 23, 2018

8x8 X Series is a cloud solution that integrates voice, conferencing, collaboration, and contact center software in a single platform.
Posted July 17, 2018

Guru's latest release helps customer support, customer success, and sales teams find the information they need more quickly. (Featured on DestinationCRM.com.)
Posted July 17, 2018

Smartsheet Accelerator for Professional Services helps customer service professionals onboard customers and start relationships with them. (Featured on DestinationCRM.com.)
Posted July 17, 2018

Brand Embassy and Talkdesk form partnership to provide an omnichannel platform for customer service.
Posted July 11, 2018

Service Cloud Einstein combines CRM data, artificial intelligence, and guided processes.
Posted July 11, 2018

The SignNow integration for ServiceNow establishes a complete e-signature toolset for document processing, client onboarding, online operations, and IT orchestration.
Posted July 11, 2018

Talkdesk users can now run CSI's Virtual Observer workforce optimization within their cloud-based contact centers.
Posted June 28, 2018

ClearTouch offers cloud-based, omnichannel contact center solutions in the healthcare, automotive, and retail industries.
Posted June 26, 2018

Freshworks 360 is a bundled suite of Freshworks' sales, marketing, and customer service applications. (Featured on DestinationCRM.com.)
Posted June 26, 2018

Enhanced tools include split recording, text-to-speech, onAnswer, and WebRTC.
Posted June 20, 2018

Eureka Starter puts speech analytics within reach for organizations uUsing Amazon Connect.
Posted June 20, 2018

Serenova's native, cloud-based Quality Management Solution provides call recording, screen recording, and quality assurance to contact centers.
Posted June 20, 2018

Click2Coach 12.1 uses speech analytics to help contact center managers identify problems that can be addressed with agent coaching.
Posted June 20, 2018

Vonage CX Cloud includes real-time sentiment analysis and enhanced self-service with chatbots and visual IVRs powered by Nexmo. (Featured on DestinationCRM.com.)
Posted June 19, 2018

AgilOne's new 360 Profile for Customer Service provides real-time comprehensive customer-level insights to customer-facing teams.
Posted June 19, 2018

Avaya's contact center and unified communications technologies and services are now available through Telarus with Avaya Master Agent Program.
Posted June 19, 2018

Integration of NICE Trading Recording Solution and IBM Cloud Object Storage allows secure storage of growing volumes of communications required for regulatory compliance. (Featured on DestinationCRM.com.)
Posted June 19, 2018

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.
Posted June 15, 2018

HireIQ and Genesys together launch an AI-driven call center recruitment solution.
Posted June 13, 2018

Bright Pattern has expanded the multicloud portability of its contact center software with Microsoft Azure.
Posted June 05, 2018

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities.
Posted May 24, 2018

New API for PureCloud enables faster GDPR-mandated responses to consumer data requests to access, rectify, or delete personal information.
Posted May 24, 2018

U.S. government agencies can now install NICE's cloud contact center solutions .
Posted May 24, 2018

Partnership helps companies create a single customer view while maintaining GDPR compliance.
Posted May 23, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

Bright Pattern's omnichannel contact center software now integrates with Google to provide text-to-speech features to customers.
Posted May 10, 2018

ServiceNow users can access 3CLogic's cloud contact center software directly from within the app.
Posted May 08, 2018

Talkdesk has integrated its enterprise contact center platform with ServiceNow
Posted May 07, 2018

Squelch queries customer data and serves up the best information to agents to help resolve customer issues.
Posted May 07, 2018

Communications Platform as a Service will give companies and consumers better ways to interact right within apps.
Posted May 07, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

Vonage's Vee chatbot is integrated with Facebook's Workplace conferencing app.
Posted May 01, 2018

Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence.
Posted May 01, 2018