Cross-Channel Support

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

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019

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