Cross-Channel Support

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018

GeoFluent Interpreter Direct is a a packaged language translation suite for contact centers.
Posted February 07, 2018

OnviCenter 8 is OnviSource's automated customer experience management and business process automation solution.
Posted February 06, 2018

Passage.AI helps companies build conversational chatbots using natural language processing.
Posted February 06, 2018

$31 million contract covers contact center facilities, equipment, integration, testing, and more.
Posted January 24, 2018

Customer service will need to adopt an omnichannel, agent-first, AI, and IoT focus to succeed in 2018.
Posted January 23, 2018

Textel SMS offers multiple conversation capabilities with seamless text application.
Posted January 18, 2018

The integration links the ServiceNow IT Service Management and Customer Service Management with Genesys PureEngage.
Posted January 17, 2018

Zendesk brings omnichannel customer support solutions to the Shopify Plus platform. (Featured on DestinationCRM.com.)
Posted January 17, 2018

CTI Adaptor integrates legacy or on-premises telephony and CRM systems for increased engagement visibility.
Posted January 16, 2018

Brand Embassy provides a digital customer care platform extending CXone AI and chatbot functionality.
Posted January 03, 2018

eGain launches Solve for Salesforce.com to help customer service agents with context.
Posted December 20, 2017

More than 80 percent of consumers say businesses are either meeting or exceeding their customer service expectations, according to the 2017 Customer Service Barometer study conducted by American Express, up from 67 percent back in 2014.
Posted December 16, 2017

CallMiner is adding its Eureka analytics platform to IPI's contact center offerings.
Posted December 14, 2017

[24]7.ai's Fall 2017 Release adds support for Business Chat and Vivid Speech functionality that augments IVR with visual interactions.
Posted December 13, 2017

Nuance has built out its Cognitive Innovation Group with AI Engagement Services, AI Research, and AI Lab to help develop conversational, predictive omnichannel customer engagement solutions.
Posted December 13, 2017

Sightcall has integrated its video assistance product with Zendesk's customer support software.
Posted December 13, 2017

IMImobile will provide omnichannel chat on the NICE inContact CXexchange.
Posted December 12, 2017

Enghouse Interactive's server-less platform empowers Microsoft Office 365 users with contact center functionality.
Posted December 05, 2017

SmartAction offers its conversational self-service platform for NICE inContact CXone users through the CXexchange.
Posted December 05, 2017

Bright Pattern has made its Contact Center for Oracle Service Cloud available in the Oracle Cloud Marketplace.
Posted November 28, 2017

The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017

Telcos worldwide can expand their product portfolios with Genesys' PureCloud customer engagement solution.
Posted November 15, 2017

The company has received 30 patents so far this year, and more are still pending.
Posted November 15, 2017

Freshworks' Mint update simplifies the user experience for customers and agents. (Featured on DestinationCRM.com.)
Posted November 14, 2017

Through a strategic partnership with Convexus, NICE will bring its analytics-based software to the Peruvian contact center market. (Featured on SpeechTechMag.com.)
Posted November 13, 2017

Conversocial and some of its customers have been given early access to the closed beta of Facebook Messenger customer chat.
Posted November 07, 2017

Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships.
Posted October 24, 2017

The integration allows service teams to support customers via text messaging using their existing business numbers.
Posted October 24, 2017

USAN's Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service.
Posted October 24, 2017

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