Cross-Channel Support

With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underutilized sources.
Posted December 19, 2018

Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018

With live in-call texting, customers can exchange photos, videos, and screenshots with customer support agents while on a call.
Posted December 18, 2018

TechSee's AI-based video service leverages a combination of computer vision, augmented reality, and users' smartphone cameras to deliver tech support to customers.
Posted December 14, 2018

Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018

Brekeke Call Center Suite now integrates with Zoho's cloud-based telephony integration platform, Zoho PhoneBridge. (Featured on DestinationCRM.com.)
Posted December 11, 2018

Agent-advocates can be your strongest means toward more loyal customers.
Posted December 07, 2018

Dialpad Support for Call Centers features real-time AI tools
Posted December 05, 2018

LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018

Acquisition provides Everise and C3 with Internet of Things (IoT) customer service capabilities.
Posted December 05, 2018

New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018

The latest release works with the entire Speakeasy AI suite to allow customers to switch from IVR to chat and/or IVR to bot.
Posted December 05, 2018

With this partnership, contact centers gain access to payment processing options through interactive voice response and mobile SMS.
Posted November 28, 2018

The acquisition expands Marchex's conversation analytics capabilities across both voice and text solutions.
Posted November 27, 2018

The integration between Sprout Social and HubSpot will help bridge the gap between companies' marketing and customer care teams. (Featured on DestinationCRM.com.)
Posted November 15, 2018

RingCentral also launched a unified mobile app and new integrations to expand its communications and collaboration platforms.
Posted November 14, 2018

Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018

NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018

SmartAction is compatible with key Avaya contact center solutions.
Posted November 12, 2018

Guru Voice-to-Knowledge analyzes voice communications and searches for supporting knowledge to help support agents deal with customers. (Featured on DestinationCRM.com.)
Posted November 12, 2018

New research from Frost & Sullivan uncovers a surge in new technology investments.
Posted November 07, 2018

ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018

The integration allows Amazon Connect to dip into Kustomer's data set to pull up customer information before agents take the call.
Posted October 31, 2018

Proactive, multilingual artificial intelligence adds to LogMeIn's customer engagement capabilities. (Featured on DestinationCRM.com.)
Posted October 31, 2018

ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018

CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018

Vonage has integrated its Business Inbox feature with Facebook Messenger,
Posted October 25, 2018

OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018

The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.
Posted October 17, 2018

Integrated into 8x8 X Series, Team Messaging features automated deployment capabilities, public and private rooms, and interoperability with 23 third-party team messaging platforms.
Posted October 17, 2018

By acquiring cusomer engagement platform provider Dimelo, RingCentral can help customers speed up their digital transformation.
Posted October 12, 2018

The acquisition of FriendlyData allows ServiceNow users to ask their queries in natural language. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Altitude Software will embed eGain's AI and Knowledge Management into its Xperience Suite. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018

The Helpshift Partner Program helps companies extend the Helpshift platform.
Posted October 10, 2018

Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018

VoiceFoundry, a consulting services provider for Amazon Connect, has achieved APN Advanced Consulting Partner Status.
Posted October 10, 2018

Ozonetel's Freshdesk integration brings caller details to agents prior to picking up the call.
Posted October 09, 2018

Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018

Aspect Via 18.1 offers smarter omnichannel automation, streamlined performance insights, improved employee engagement, and GDPR compliance.
Posted October 04, 2018

Waterfield Technologies will now be able to provide Bright Pattern's customer support technology.
Posted October 03, 2018

[24]7.ai will offer conversational and transactional chat and chatbot support to consumers across Apple iOS devices worldwide.
Posted October 02, 2018

ProProfs Help Desk integrates ProProfs Knowledge Base, ProProfs Chat, team collaboration tools and customer support analysis. (Featured on DestinationCRM.com.)
Posted October 02, 2018

Dynamics users can now tap Directly's AI and the gig economy for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 01, 2018

Acqueon's integration will deliver an outbound communication solutions with real-time compliance, multichannel orchestration, and advanced analytics built natively to Amazon Connect.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

Verint has joined the Microsoft One Commercial Partner Program and is extending its recording solution for Microsoft Skype for Business and Microsoft Teams.
Posted September 26, 2018

Salesforce and Amazon Web Services have expand their strategic alliance to deepen integrations between Salesforce Service Cloud and Amazon Connect.
Posted September 25, 2018

The cloud communications platform will enable PingPilot to provide enhanced, global customer experience functions.
Posted September 25, 2018