Cross-Channel Support

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users. (Featured on DestinationCRM.com.)
Posted April 16, 2019

Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019

Mitel's portfolio further leverages the Google Cloud Platform as well as advanced artificial intelligence and analytics capabilities.
Posted April 10, 2019

The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019

Talkdesk's partnership with Mitel has resulted in the launch of the MiCloud Connect CX cloud contact center solution. (Featured on DestinationCRM.com.)
Posted April 09, 2019

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019

Avaya is adding Nuance's AI-based conversational technologies to its Avaya IX Contact Center.
Posted April 02, 2019

Customer Assist lets companies automate chat and web support functions.
Posted April 02, 2019

Consumers and businesses that have trouble reaching Facebook for customer support may be surprised to find out that a possible reason for the delay is because the customer service team is busy solving issues for priority customers—employees' friends.
Posted March 29, 2019

Blue Panda's customer engagement platform now integrates with Microsoft Azure to improve the customer experience with artificial intelligence.
Posted March 27, 2019

UCx Contact Center delivers advanced features like customizable call routing, automatic call-backs, built-in call recording, and dynamic reporting.
Posted March 27, 2019

UJET has added text, chat, and feedback capabilities to streamline agent performance.
Posted March 27, 2019

The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019

Multichannel customer service provider Conversocial has acquired customer service automation platform Assist in an effort to offer a hybrid customer service tool that integrates agents' and bots' capabilities.
Posted March 22, 2019

CXone Packages add voice, intelligent routing for Salesforce digital channels, embedded workforce optimization, and speech/text analytics.
Posted March 21, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

Updates provide greater flexibility in how the contact center platform can be used.
Posted March 20, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019

8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019

Communications provider Voxbone has expanded its platform to deliver communications for business end users.
Posted March 19, 2019

Thrio will use VI's SIP trunking to fuel its contact center suite.
Posted March 19, 2019

Edify's configurable communications platform reaches beyond channels and across teams,
Posted March 19, 2019

But chatbot-based customer service provider Zingle envisions text messaging as a primary customer service channel, not a temporary solution.
Posted March 18, 2019

The Showroom allows channel partners to resell white-labeled CPaaS apps and services, and developers to monetize the communications services they build.
Posted March 15, 2019

RingCentral Persist maintains services in the event of an internet outage at customer locations.
Posted March 13, 2019

The artificial intelligence-powered text messaging system enables customers to communicate with the provider even if their initial call to a Sprint store goes unanswered.
Posted March 08, 2019

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019

Customer service teams can now respond to and engage with customers at scale in real time on the popular photo sharing app.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

BookingBug's latest integrations expand the platforms that companies can use to communicate with and get feedback from customers. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Conduent's collaboration with Microsoft expands the delivery of enterprise cloud offerings. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience.
Posted February 25, 2019

NICE inContact's cloud customer experience platform, CXone, is now available to NEC Australia customers.
Posted February 20, 2019

SOC 2 certification means that AnswerNet's contact center technology is protected against data loss.
Posted February 19, 2019

Avtex grows its customer engagement and contact center services business with its acquisition of AVDS.
Posted February 19, 2019

The partnership will bring messaging to the contact center.
Posted February 11, 2019

New capabilities improve interactions, workflows, agent and supervisor productivity, scalability, and security.
Posted February 11, 2019

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019

Service Interruption Management eases call center pressure during service interruptions using Zappix Visual IVR, RPA Engine, and proactive Outbound Engagement. (Featured on DestinationCRM.com.)
Posted February 07, 2019

1RPA allows businesses to create automations at scale. (Featured on DestinationCRM.com.)
Posted January 29, 2019

Bluefish.ai is a feature-rich chatbot development platform geared toward SMBs. (Featured on DestinationCRM.com.)
Posted January 28, 2019

The messaging app is rolling out three new features for brands to use through their desktop—quick replies, labels, and chat list filtering.
Posted January 25, 2019

Conversational IVR and BrightStart Apps come to the Bright Pattern Customer Experience Platform.
Posted January 25, 2019

The suite of new Freshchat features aims to help businesses build better relationships with prospects and customers. (Featured on DestinationCRM.com.)
Posted January 24, 2019

Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019

Rackspace will resell Synchronoss' Digital Experience Platform (DXP) to international customers
Posted January 23, 2019

Avaya this week is introducing its Avaya Intelligent Xperiences (Avaya IX) portfolio.
Posted January 21, 2019

Avaya adds partners and product offers to its AI Connect ecosystem for unified communications and contact center solutions.
Posted January 17, 2019

RingCentral expands its customer engagement portfolio with Connect First acquisition.
Posted January 15, 2019