Cross-Channel Support

Evolve IP has integrated its omnichannel Evolve Contact Suite with Microsoft Teams and Workspaces.
Posted August 07, 2020

Sprinklr enables ServiceNow CSM users to access and respond to customers on social and messaging channels. (Featured on DestinationCRM.com.)
Posted August 06, 2020

Liaa TeleServ is an intelligent virtual agent to manage teleservices, dispatch, survey, notification, and response. (Featured on DestinationCRM.com.)
Posted August 06, 2020

The VoiceFoundry acquisition adds Amazon Connect cloud contact center to TTEC's Humanify Cloud CX ecosystem.
Posted August 05, 2020

Native, on-demand HD video capability enables contact center agents to add video interaction from any channel.
Posted July 22, 2020

Amazon Connect brings telephony to the Salesforce Service Cloud Voice platform.
Posted July 20, 2020

Humach's acquisition of InfinitAI adds agent-assist capabilities for AI-powered conversational customer experiences. (Featured on DestinationCRM.com.)
Posted July 17, 2020

IPsoft unleashes a new artificial intelligence integration for Genesys Cloud.
Posted July 15, 2020

Posted July 14, 2020

Intelisys is adding Bright Pattern Contact Center to its portfolio of telecommunications and cloud services.
Posted July 08, 2020

Sytel Softdial is a multimedia, multitenant, and fully blended contact center platform.
Posted July 02, 2020

LinkLive 9.1's new chat functionality enables messaging, video, and voice communications.
Posted June 30, 2020

PCI Pal's Agent Assist integrates with key Avaya contact center solutions. (Featured on DestinationCRM.com.)
Posted June 30, 2020

RingCentral's Cloud PBX for Microsoft Teams features Direct Routing integration.
Posted June 30, 2020

WhatsApp can now be integrated with Cisco Finesse UCCX, UCCE, and PCCE contact centers.
Posted June 29, 2020

Evolve IP's Work Anywhere Office blends fully integrated virtual desktops, collaboration and communications tools, and contact center systems.
Posted June 23, 2020

Call Journey's Conversation Analytics technology is being combined with Oak Innovation's communications management platform. (Featured on DestinationCRM.com.)
Posted June 23, 2020

3CLogic's offering extends Microsoft's collaboration tool with its own cloud call center platform. (Featured on DestinationCRM.com.)
Posted June 23, 2020

he Neutrino release of V-Person provides tools and expertise to help companies create AI-enhanced conversations with customers and employees. (Featured on DestinationCRM.com.)
Posted June 23, 2020

Intercom's Conversational Support Funnel offers a holistic framework for customer support through a messenger-first experience. (Featured on DestinationCRM.com.)
Posted June 23, 2020

eGain Messaging Hub harmonizes messaging across bots and live agents.
Posted June 17, 2020

Genesys has named Amazon Web Services the preferred cloud provider for Genesys Cloud customer experience and contact center platform.
Posted June 17, 2020

Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

Company further strengthens its direct and partner sales channels with its cloud contact center solutions. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

UiPath now offers always-on, scalable conversational capabilities combined with automation on the most popular global messaging channels.
Posted June 16, 2020

8x8's Open Communications Platform offers telephony for Microsoft Teams, performance monitoring, and end-to-end interaction AI capabilities.
Posted June 10, 2020

New features enhance the mobility of contact center agents and subject matter experts.
Posted June 04, 2020

Research firm MarketsandMarkets expects the CEM market to grow from $7.75 billion to $14.5 billion by 2024. (Featured on DestinationCRM.com.)
Posted June 02, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020

Integrations provide increased collaboration, voice connectivity, and embedded agent controls.
Posted May 26, 2020

As the pandemic shuttered offices, Verint solutions were able to help companies move to remote work with disruption, its CEO maintains. (Featured on DestinationCRM.com.)
Posted May 20, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Genesys is the first to integrate with both Zoom Phone and Zoom Meetings. (Featured on DestinationCRM.com.)
Posted May 19, 2020

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 2020

This new integration empowers sales and support agents to reply directly to messages from Facebook users within the CallTrackingMetrics app. (Featured on DestinationCRM.com.)
Posted May 15, 2020

The Cogito Dialog AI coaching is designed to support agents through higher call volumes.
Posted May 14, 2020

Maximus is partnering with Genesys to offer the Maximus Genesys Engagement Platform for government agencies. (Featured on DestinationCRM.com.)
Posted May 14, 2020

Reply will extend Kustomer's IQ Intelligence Platform with artificial intelligence, chatbot, and deflection capabilities. (Featured on DestinationCRM.com.)
Posted May 14, 2020

Five9 Digital Engagement includes more than 45 features for digital customer interactions.
Posted May 13, 2020

Virgin Media Business can now offer 8x8's cloud communications platform to business customers across the United Kingdom.
Posted May 13, 2020

NovelVox's CX Infinity is a messaging and multichannel customer engagement platform. (Featured on DestinationCRM.com.)
Posted May 12, 2020

Five9's new packaged applications are built on the Whendu platform and cover workflow automation. (Featured on DestinationCRM.com.)
Posted May 07, 2020

RingCentral's newest app lets users switch between devices and modes of communication, including team messaging, calling, and video meetings.
Posted May 06, 2020

AT&T AT&T Cloud Contact Center features technology from Five9 and AT&T's voice and collaboration tools. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Agent-Expert Consultation allows contact center agents to bring subject matter experts into customer conversations via Zoom. (Featured on DestinationCRM.com.)
Posted May 05, 2020

New messaging tools allow businesses to communicate with customers and colleagues via texting. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Pega Customer Service Unified Messaging Edition centralizes messaging channels. (Featured on DestinationCRM.com.)
Posted May 05, 2020

CallTower's Webex Teams integration enables a complete Cisco UCaaS and collaboration experience
Posted April 30, 2020

The integration extends Freshworks' omnichannel experience to allow teams and customers to collaborate and communicate via the popular messaging platform. (Featured on DestinationCRM.com.)
Posted April 29, 2020

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library