Cross-Channel Support

Companies gain a competitive advantage with cloud-native contact centers, Frost & Sullivan finds.
Posted October 18, 2017

The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017

Cyara Velocity links customer experience design to testing and monitoring.
Posted October 17, 2017

Altitude Customer Engagement Suite and Comways Case Manager integrate AI-powered chatbots and voicebots to enhance contact center performance.
Posted October 12, 2017

AQUA 2.0 allows companies to add personality, answer FAQs, and scale engagement across all major messaging platforms.
Posted October 12, 2017

Talkdesk customers can now add AssistHub's personal conversation customer experience technology to their contact centers.
Posted October 11, 2017

Envision's latest patent covers methods for desktop data recording for customer-agent interactions.
Posted October 11, 2017

8x8's new suite of products unifies communications, collaboration and contact center solutions with analytics.
Posted October 04, 2017

HubSpot's new Customer Hub product suite highlights the company's expansion into customer service and support.
Posted October 03, 2017

Genesys has made its PureEngage contact center solution available to Oracle Cloud Infrastructure users and integrated it with most of Oracle's software solutions.
Posted October 03, 2017

Bomgar Remote Support now integrates with Lionbridge's GeoFluent to support real-time communication across more than 100 languages.
Posted October 02, 2017

A lack of transparency with AI solutions can be problematic, but Pegasystems' T-Switch aims to mitigate the issue by giving organizations more control over their AI engagements.
Posted September 29, 2017

Genesys' contact center solutions are now linked to Office 365, Skype for Business, and Dynamics 365.
Posted September 27, 2017

Nuance Customer Service Messaging brings together real-time and asynchronous communications across mobile channels.
Posted September 25, 2017

Avaya certifies CTIntegrations' CT Suite R3.0 and CT Suite Web Client R3.0 for interoperability with certain Avaya Aura components.
Posted September 25, 2017

The collaboration brings together visual IVR and digital customer engagement for financial institutions.
Posted September 25, 2017

8x8's Atlassian integrations help businesses modernize communications, collaboration, and customer engagement.
Posted September 13, 2017

Bright Pattern now integrates with Monet WFM to provide a complete all-in-one contact center solution.
Posted September 12, 2017

The partnership brings real-time video customer interactions to NICE inContact CXone.
Posted September 01, 2017

CogniCor will provide conversation-based artificial intelligence logic in a virtual assistant integrated with NICE inContact CXone.
Posted August 25, 2017

The Zappix Visual IVR letrs businesses communicate with deaf customers while complying with accessibity regulations.
Posted August 23, 2017

The new CC-One platform includes integrated workforce optimization, IVR, unified commuinications, analytics, and more in a single product.
Posted August 23, 2017

Posted August 21, 2017

SpiceCSM offers its application on the CXexchange Marketplace to enhance the agent experience for NICE inContact CXone users.
Posted August 21, 2017

ProTel's WebRTC-based mobile app for businesses provides omnichannel online customer services.
Posted August 21, 2017

Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017

Verint Recording for Public Safety delivers omnichannel recording, analytics, and incident reconstruction.
Posted August 17, 2017

ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017

AIVA empowers companiesto build once and deploy anywhere across customer touchpoints.
Posted August 16, 2017

CallMiner speech analytics now supports 30 languages with PCI-compliant redaction of sensitive information.
Posted August 15, 2017

While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.
Posted August 11, 2017

LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
Posted August 01, 2017

Customers like to keep interactions personal, and video lets companies do just that.
Posted August 01, 2017

The cloud platform looks to help organizations improve their cross-channel customer experiences.
Posted July 31, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

Five9 has moved its contact center-as-a-service to Microsoft's AppSource marketplace.
Posted July 25, 2017

Verint Customer Engagement solutions are now available in the cloud and on premises through a collaboration with Group Elite Communications.
Posted July 25, 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

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

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

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

GeoFluent for Enterprise Service Management expands the GeoFluent platform for help desks and service desks.
Posted June 26, 2017

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

Bright Pattern's new contact center applications add the cognitive power of IBM Watson for sentiment screening.
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