Cloud-based Support

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.
Posted July 20, 2017

Verint's cloud-based knowledge solution advances employee engagement, information access, and consistency across customer service channels.
Posted July 19, 2017

Updated contact center application enhances agent experience with intelligent SMS routing and integration, task and activity queuing, and support for Office 365 Federated Agents.
Posted July 19, 2017

Pilot explores how artificial intelligence can help travel agencies serve travelers better by fulfilling their most common service and support requests with smart technology.
Posted July 12, 2017

Five9's Summer 2017 release places more emphasis on global capabilities.
Posted July 12, 2017

The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements.
Posted July 12, 2017

NVM becomes a Verint Workforce Management reseller.
Posted July 10, 2017

Aircall has expanded its integration partner ecosystem with the launch of the Kustomer integration powered by Aircall's public API.
Posted July 07, 2017

Bright Pattern offers contact centers real-time caller data from The Data Group.
Posted July 06, 2017

OpenMethods and Five9 have partnered to enable omnichannel interaction for contact centers using Oracle Service Cloud.
Posted June 30, 2017

New partnership enables Softchoice to add 8x8 cloud-based unified communications, team collaboration, and contact center solutions to its portfolio.
Posted June 29, 2017

3CLogic's latest AI release leverages Amazon Lex to streamline customer service automation.
Posted June 29, 2017

COPC's RevealCX is a quality monitoring and business intelligence software package for contact centers.
Posted June 28, 2017

CallMiner Eureka Starter Edition brings speech analytics to small contact centers and companies starting with analytics.
Posted June 28, 2017

Partnership will deliver cloud contact center solutions for businesses.
Posted June 27, 2017

Avaya Customer Engagement Cloud brings together solutions inthe Avaya Oceana platform.
Posted June 27, 2017

The integration brings personalized video to visual IVR.
Posted June 23, 2017

A hybrid approach that uses both cloud and premise-based systems can address many of the fears around migrating to cloud tech.
Posted June 23, 2017

TeleTech Humanify delivers personalized, end-to-end customer engagement through consulting, technology, and operations.
Posted June 21, 2017

Government agencies will now have access to the first cloud contact center solution available directly from a FedRAMP-authorized provider
Posted June 16, 2017

The Via 17 release contains major enhancements to Aspect's cloud Customer Engagement Center, including new self-service, interaction management, and workforce optimization capabilities.
Posted June 15, 2017

The partnership will allow customers to benefit from deep integration of Zappix VIVR (Visual Integrated Voice Response) with Avaya call center capabilities.
Posted June 14, 2017

Exceptional Service ACD Call Center Module leverages cloud-based managed VOICE Platform to help hotels increase staff response.
Posted June 14, 2017

Five9 will offer Genband's unified communications and WebRTC products to its customers.
Posted June 13, 2017

Verint releases packaged workforce optimization solutions designed specifically for midsized contact centers.
Posted June 12, 2017

The new Freshworks umbrella brand better identifies the company as a business software suite provider.
Posted June 07, 2017

The deal enables Jenne to add 8x8 cloud-based unified communications, team collaboration, contact center solutions to its portfolio.
Posted June 01, 2017

Avtex, a provider of customer interaction management solutions, has acquired Integrated Access Solutions (IAS), a customer experience and contact center solutions provider that specializes in custom-built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. (Featured on DestinationCRM.com.)
Posted May 31, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

CSI's latest Cisco certification enhances user capabilities to include a full range of customer engagement and agent empowerment features.
Posted May 30, 2017

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017

The latest self-service release empowers users to better align monitoring and dynamic business demands.
Posted May 17, 2017

The move brings agent forecasting and scheduling tools to the Bright Pattern cloud contact center suite.
Posted May 16, 2017

Clouid contact center solutions provider Five9 ois making its products available in the ServiceNow Store.
Posted May 12, 2017

The two companies will offer contact center management and workforce optimization together on Amazon Web Services.
Posted May 10, 2017

The partnership allows users of inContact's cloud contact center software to add conversational chatbot technology.
Posted May 09, 2017

The Univerge Blue cloud contact center is based on Enghouse Interactive CCSP and available as part of the unified communication suite from NEC Canada.
Posted May 09, 2017

Application cost, deployment flexibility, system capabilities, and user controls should be considered when determining which contact center environment is right for your business.
Posted May 09, 2017

The move expands Zendesk's product portfolio for customer communications.
Posted May 04, 2017

The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on DestinationCRM.com.)
Posted May 04, 2017

Guide delivers collective knowledge and machine learning technology for customer service.
Posted May 03, 2017

LiveEngage for Bots is an enterprise bot management platform.
Posted May 03, 2017

Aspect CXP 17 helps users develop customer service chatbots and IVR systems.
Posted May 03, 2017

Mark III's Cognitive Call Center help agents identify, filter, analyze, and act on inbound and outbound calls.
Posted May 02, 2017

Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.
Posted April 27, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

WebText's integrates its messaging app with Oracle Service Cloud.
Posted April 26, 2017

Anywhere365's integrated Skype for Business contact center pushes customer base with the latest release.
Posted April 21, 2017

Zang Workflow features a drag-and-drop development environment for creating smart communication apps and workflows.
Posted April 19, 2017