Cross-Channel Support

Servion has updated its contact center-as-a-service platform with advanced reporting and predictive analytics.
Posted January 23, 2017

The contact center recording solution has been certified to support Microsoft's unified communications platform.
Posted January 18, 2017

New integration enables call centers and marketing departments to share valuable insights.
Posted January 17, 2017

NICE has released its Nexidia Analytics solution, offering interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs.
Posted January 10, 2017

The strategic agreement will leverage Avaya's contact center and unified communications solutions to develop a communications cloud ecosystem.
Posted December 20, 2016

Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016

Partnership blends Five9's cloud contact center platform with Zendesk Support.
Posted December 08, 2016

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.
Posted December 01, 2016

The master agency will offer its clients Interactive Intelligence's PureCloud Engage contact center software. (Featured on DestinationCRM.com.)
Posted November 29, 2016

Speech and natural language technology vendor Interactions has added voice biometrics to its Intelligent Virtual Assistant application, allowing companies to offer seamless caller authentication and identification using the unique characteristics of each human voice. Interactions Voice Biometrics can also be added to new or existing customer care applications. (Featured on SpeechTechMag.com.)
Posted November 25, 2016

The Kustomer platform unifies customer data in one support platform.
Posted November 17, 2016

Oracle has launched IoT Accelerator, an integration package to allow companies to leverage insights gathered from the Internet of Things (IoT) via the company's IoT Cloud and Oracle Service Cloud.
Posted November 16, 2016

BroadSoft CC-One cloud contact center solution integrates with unified communications and team collaboration applications.
Posted November 15, 2016

CrowdCare's multichannel enterprise bot solution is now available in Spanish, English, and French, with more languages on the way.
Posted November 15, 2016

Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016

NewVoiceMedia's Winter '17 release offers many new features and a simpler user interface.
Posted November 07, 2016

eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016

Spanish company expands Enghouse's contact center presence into new markets.
Posted November 02, 2016

Arrow Systems Integration signs Gold Partner agreement to offer Interactive Intelligence PureCloud Engage customer engagement solution.
Posted November 02, 2016

Zendesk today launched a redesigned company brand and an expanded product family focused on building better customer relationships. Zendesk also introduced Zendesk Connect and Zendesk Explore, two products that create more personal connections between customers and organizations through customer intelligence and deeper analytics.
Posted October 28, 2016

Altitude has partnered with HigherGround to develop a complete recording solution for contact centers.
Posted October 25, 2016

Refocused brand addresses major contact center gaps and the demand for a scalable, reliable cloud platform.
Posted October 19, 2016

Numonix's Recite interaction recording solution has been certified by Microsoft for use with Skype for Business.
Posted October 19, 2016

FairPoint leverages Voice over IP to launch a new contact center offering.
Posted October 18, 2016

LiveWorld's application helps companies manage chatbots with automated connections to live agents.
Posted October 18, 2016

Workstreampeople's integrated contact center and dialogue management platform can safely be used with Microsoft Skype for business.
Posted October 13, 2016

Calabrio ONE's new multitenant architecture modernizes contact centers viaa unified workforce optimization suite.
Posted October 12, 2016

Latest release delivers an intuitive and unified user experience across omnichannel routing and workforce optimization and adds advanced analytics.
Posted October 12, 2016

Voxox Cloud Phone adds complimentary two-way business texting across the U.S. and Canada.
Posted October 06, 2016

inContact unveils newest release of Agent for Salesforce on the Salesforce AppExchange.
Posted October 04, 2016

Five9's Salesforce integration delivers agent empowerment with omnichannel and advanced analytics.
Posted October 04, 2016

Customer service solutions providers Cisco and Salesforce.com announced a strategic alliance earlier this week that brings together their respective customer service solutions. The two companies worked on deep integrations of Cisco's collaboration, Internet of Things, and contact center platforms with Salesforce Sales Cloud, IoT Cloud, and Service Cloud. The goal for both companies is to augment each other's offerings for a more holistic slew of services.
Posted September 23, 2016

Clarity Connect's cloud contact center solution automatically plugs into Microsoft business applications.
Posted September 22, 2016

The Genesys Customer Experience Platform is certified for Skype for Business.
Posted September 21, 2016

When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions.
Posted September 20, 2016

USAA bank customers can now chat with the virtual assistant to perform many transactions through usaa.com.
Posted September 09, 2016

[24]7, a provider of customer engagement solutions, is partnering with Amdocs, a provider of customer experience software for the telecommunications industry, to deliver intelligent, personalized customer support across all service channels, including chat, email, voice, web, and mobile.
Posted September 08, 2016

BrantTel Networks has signed a Gold Partner agreement to offer Interactive Intelligence's PureCloud Engage customer engagement solution.
Posted September 08, 2016

Genesys' new benchmarking tool, which is licensed from Forrester Research, helps companies identify strengths and opportunities for growth.
Posted September 07, 2016

REVE Chat is a cloud-based multichannel live chat platform for online businesses.
Posted September 06, 2016

IP Office 10 increases security and resiliency and enhances the user experience.
Posted August 31, 2016

The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016

Voxbone offers direct inward-dialing numbers so NewVoiceMedia customers can rely on global numbers.
Posted August 29, 2016

VDS has signed a Gold Partner agreement to offer Interactive Intelligence PureCloud Engage solution as part of its Voice Data Systems portfolio.
Posted August 25, 2016

Centricient announces Messaging for enterprise customer service.
Posted August 23, 2016

V-Person Live Chat combines virtual and real support with the tight integration of a single knowledgebase, unique feedback loop, and customizable workflows.
Posted August 23, 2016

Customer service can be a disruptive force to transform any organization, but it can't be the same old stuff that companies have always offered.
Posted August 23, 2016

Agile Cloud's Cloco is a low-cost, cloud-based contact center service.
Posted August 22, 2016

Five9, a provider of cloud-based contact center software, today launched the Summer 2016 release of its Virtual Contact Center (VCC).
Posted August 17, 2016