Cross-Channel Support

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

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

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

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (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

Companies can now integrate app-based chatbot technology with one click through Talkdesk AppConnect.
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

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

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

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

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

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

Claro is now a reseller of Talkdesk's omnichannel contact center offerings.
Posted October 17, 2019

Noble Systems' latest patent covers technology that lets agents handle multiple contacts simultaneously.
Posted October 16, 2019

Zoom integration through Talkdesk Enterprise Cloud Contact Center fosters seamless, cross-department collaboration.
Posted October 15, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Boomi's new Conversational AI platform helps developers build chatbots that support any combination of business rules.
Posted October 02, 2019

Upland's acquisition of InGenius establishes a contact center productivity solution suite with native CRM agent communications, knowledge management, and customer sentiment analysis.
Posted October 02, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Expanded conversational AI capabilities and tighter integrations round out Nuance's additions to its Intelligent Engagement Platform.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Sugar Connect integrates customer experience activities with Microsoft Office 365 and Google G Suite. (Featured on DestinationCRM.com.)
Posted September 26, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

As customer service channels blend, agents need to be trained on multiple channels and information needs to be carried from one channel to the next.
Posted September 23, 2019

Kustomer's new WhatsApp integration expands the channels on which businesses can communicate with customers.
Posted September 18, 2019

Companies using Cisco's on-premises unified communications and contact center offerings can now upgrade their IVRs to cloud-based intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted September 17, 2019

The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.
Posted September 13, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.
Posted September 04, 2019