Cross-Channel Support

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

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

The communications platform-as-a-service provider has opened up its application programming interfaces to allow developers to add communications functions to any mobile and web app.
Posted April 19, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting. (Featured on DestinationCRM.com.)
Posted April 11, 2017

Aspect Software launches its Via customer engagement platform in Europe.
Posted April 11, 2017

CX Contact Center solution transcribes recorded calls and applies text and sentiment analytics. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Nuance's Transcription Engine is being used by OnviSource's speech-to-text and analytics solutions. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Amazon Web Services (AWS) yesterday released its long-awaited Amazon Connect, a suite of cloud-based contact center services that leverage the artificial intelligence powering Amazon's Alexa virtual assistant to handle contact center calls and texts.
Posted March 29, 2017

Real-time messaging platform BBB now" gives businesses a simple, direct way to engage with customers on mobile devices.
Posted March 29, 2017

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

Linc's new chatbots operate on the Facebook Messenger, WhatsApp, and Apple iMessage platforms and also offer voice assistance through Amazon Alexa, Google Home, and Apple's Siri, along with enhanced email, web, and text capabilities.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
Posted March 10, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

The partnership brings advanced artificial intelligence and deep learning to contact center interactions.
Posted March 07, 2017