Cross-Channel Support

Intermedia's acquisition of Telax brings together cloud-based unified communications and contact center solutions.
Posted August 12, 2019

Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.
Posted August 09, 2019

Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging.
Posted August 07, 2019

Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp.
Posted August 07, 2019

Bright Pattern is teaming with Robert C. Davis and Associates to bring consulting practices and omnichannel contact center technology to midsized and enterprise organizations.
Posted August 07, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Atos will sell NICE inContact's CXone integrated with Circuit, the Atos unified communications and collaboration (UCC) cloud solution.
Posted August 06, 2019

Aspect Unified IP Infinity commits additional support and long-term benefits to users of Aspect's contact center platform.
Posted July 30, 2019

The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 2019

Bright Pattern partners with Zappix to deliver on-demand customer service and omnichannel contact center capabilities. (Featured on DestinationCRM.com.)
Posted July 23, 2019

8x8's Wavecell acquisition extends its cloud platform to include service delivery capabilities and APIs for SMS, chat apps, voice, and video.
Posted July 18, 2019

Verint's Financial Compliance portfolio integrated with Teams will enable businesses to capture Microsoft Teams interactions across contact center, back-office, and trading floor operations.
Posted July 16, 2019

Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019

8x8 Managed Technical Services enhances existing networks to deliver optimum performance for mission-critical applications.
Posted July 11, 2019

Inference's Studio platform now enables virtual agents to provide customer care via the WhatsApp messaging application.
Posted July 10, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

Partnership leads to bi-directional text messaging.
Posted June 27, 2019

Semafone Cardprotect Relay+ enables businesses to accept customer payments through all channels.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

NovelVox's Cisco Finesse Mobile Agent 2.0 offers an enhanced user interface and advanced integrations.
Posted June 26, 2019

New features improve integration between Oracle CRM and contact center communications infrastructures.
Posted June 26, 2019

The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019

8x8 Contact Center is a complete stand-alone cloud-based customer support solution.
Posted June 25, 2019

AnsweriQ's Robo Assist allows single-click automation for customer service teams.
Posted June 25, 2019

The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.
Posted June 20, 2019

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments. (Featured on DestinationCRM.com.)
Posted June 12, 2019

Zendesk Duet offers a combination of Zendesk Sell and Support to break down silos across customer-facing teams.
Posted June 12, 2019

Cyara Accelerator helps companies move their contact centers to the cloud.
Posted June 11, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

JitBit's new mobile app for customer service takes design cues from some of the more popular messenger apps.
Posted June 06, 2019

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019

Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships. (Featured on DestinationCRM.com.)
Posted June 05, 2019

The Luma upgrade delivers new automation and skills-building capabilities to Serviceaide's virtual agent. (Featured on DestinationCRM.com.)
Posted June 04, 2019

The solution pulls in data from different service channels and apps to deliver customer service on a single platform, enabling agents to bring greater context to customer relationships.
Posted May 31, 2019

Callsign chooses Nexmo, the Vonage API platform, to deliver more secure communications for banking customers. (Featured on DestinationCRM.com.)
Posted May 30, 2019

Bright Pattern partners with Promero to deliver a modern, cloud-based omnichannel contact center solution.
Posted May 29, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

VoiceFoundry saluted for its proficiency in delivering contact center solutions leveraging Amazon Web Services and Amazon Connect.
Posted May 20, 2019

Problems arise when the capabilities that chatbot vendors promise to deliver just aren't there, or require too much involvement from internal IT teams.
Posted May 17, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

AWS Service Delivery Program recognizes partners with customer experience and a deep understanding of specific AWS services.
Posted May 16, 2019

Sparkcentral's Virtual Agent Framework lets businesses blend live and virtual contact center agents.
Posted May 15, 2019

Pegasystems is acquiring digital messaging platform provider In The Chat. (Featured on DestinationCRM.com.)
Posted May 13, 2019

3CLogic has introduced an omnichannel integration with ServiceNow Digital Workflows and Agent Workspace.
Posted May 08, 2019

The system offers small businesses a low-cost customer service agent that helps block spam calls, provide callers with basic information about the business, and help customers with basic tasks such as appointment booking or order placing via text-backs.
Posted May 06, 2019

Serenova's partnership with Key IVR helps companies meet regulatory requirements and keep sensitive customer data safe. (Featured on DestinationCRM.com.)
Posted May 02, 2019

CallJoy is offering an automated, cloud-based virtual phone agent for small businesses owners. (Featured on DestinationCRM.com.)
Posted May 02, 2019

Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019

There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.
Posted April 29, 2019

Verint's Anomaly Detection offers machine learning capabilities to identify customer pain points and outliers in CX Dcustomer experience data. (Featured on DestinationCRM.com.)
Posted April 29, 2019