Cloud-based Support

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

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

NICE will integrate Mattersight's cloud-based analytics with its NICE Nexidia technology.
Posted April 27, 2018

Noble adds native speech analytics to its solution offering.
Posted April 26, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Appian Intelligent Contact Center helps companies build contact center solutions by uniting low-code development with artificial intelligence, robotic process automation, and case management.
Posted April 24, 2018

Integrated offering from Avaya and Afiniti will drive performance, profit, and productivity improvements for enterprise contact centers.
Posted April 24, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

Channel partners can now tap into Brightlink's cloud services.
Posted April 17, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018

Oracle has added customer service, marketing, sales, and commerce capabilities to its Customer Experience Cloud suite. (Featured on DestinationCRM.com.)
Posted April 10, 2018

The business process as a service market is expected to reach $72.25 billion by 2025, with customer support and service making up the largest-growing segment.
Posted April 04, 2018

Guide Enterprise is designed to help large companies identify gaps in self-service content.
Posted April 03, 2018

Conversocial now supports WeChat as a customer interaction channel.
Posted March 28, 2018

NICE inContact CXone will now be available to European companies, with GDPR compliance built in.
Posted March 23, 2018

The contact center outsourcer is engaging in cloud transformation using Avaya contact center solutions.
Posted March 21, 2018

Vidyard GoVideo for Zendesk lets customer support agents capture and share personal video messages directly within Zendesk. (Featured on DestinationCRM.com.)
Posted March 20, 2018

ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018

Native integration to Salesforce Service Cloud Lightning offers businesses more control and flexibility in orchestrating the customer journey across multiple communication channels.
Posted March 15, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

VoiceTrends 2.0 includes more detailed customer journey visualization, enhanced data metrics, and improved APIs
Posted March 14, 2018

Smartcalls allows companies to design flexible outbound calling campaigns with no programming.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018