Cross-Channel Support

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

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

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

Bold360 is a new intelligent, omnichannel customer engagement platform.
Posted June 08, 2017

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

TELUS' new omnichannel customer support solution connects customers to more knowledgeable agents.
Posted June 06, 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

The bots involved help Cisco users find answers about Cisco Spark and WebEx.
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

New Security Suite integrates facial and behavioral biometrics with voice biometrics solutions, to secure customer service interactions across channels.
Posted May 24, 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

NICE Digital Containment optimizes customer experience and contact center cost-effectiveness by using customer journey analytics to minimize cross-channel transfers.
Posted May 10, 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

Bright Pattern has launched applications, including screen pop and a chatbot API, on the ServiceNow platform.
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

Consumers have clear channel preferences when it comes to specific issues with companies.
Posted May 05, 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

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

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

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

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

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

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