Cross-Channel Support

T-Mobile is the latest brand to become an Apple Business Chat partner, which means the company will now offer customer support via Apple's Business Chat tool. For consumers, this development spells convenience—now, they can use the iMessage app on their iPhones or iPads to connect with T-Mobile customer service representatives.
Posted April 20, 2018

The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018

Jacada Interact V.10 supports the larger Autonomous CX suite to help companies design and build customer support applications.
Posted April 04, 2018

Bright Pattern secures PCI 3.2 certification from Compliance Point to support enterprise contact centers.
Posted March 28, 2018

Conversocial now supports WeChat as a customer interaction channel.
Posted March 28, 2018

Newly patented multichannel scheduling capability can assign the proper number of appropriately skilled agents in mixed text and voice environments.
Posted March 28, 2018

NICE inContact CXone will now be available to European companies, with GDPR compliance built in.
Posted March 23, 2018

ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018

Progress NativeChat offers native support for 72 languages and can integrate with web, mobile, and social channels.
Posted March 15, 2018

Native integration to Salesforce Service Cloud Lightning offers businesses more control and flexibility in orchestrating the customer journey across multiple communication channels.
Posted March 15, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018

Omnichannel speech analytics is now enabled on Voxbone's voice platform through APIs and a web portal.
Posted March 13, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

X Series combines communication, collaboration, and contact center solutions into one platform.
Posted March 12, 2018

The offering is a cloud-native platform for larger contact centers.
Posted March 12, 2018

CallVU's visual IVR and advanced agent-caller collaboration solutions are now available in the NICE CXexchange.
Posted March 09, 2018

RingCentral's Collaborative Contact Center combines intelligent bots and team collaboration.
Posted March 08, 2018

New agent experience extends CxEngage's omnichannel functionality to leading CRM systems.
Posted March 07, 2018

Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018

Jive has integrated its phone and unified communications with Zoho CRM.
Posted March 07, 2018

Aspect AI Assistant Suite combines voice, digital channels, and artificial intelligence.
Posted March 07, 2018

Bright Pattern's Spring 2018 release features active-active disaster containment, a streamlined agent desktop, and artificial intelligence.
Posted March 06, 2018

ZaiLab's cloud-based platform offers a pay-as-you-go pricing model.
Posted February 28, 2018

Arrow Connect IoT platform is now integrated with Zang Workflow.
Posted February 27, 2018

New tool demonstrates the return on investment organizations can achieve with adaptive speech automation.
Posted February 27, 2018

New reseller relationship offers CTIntegrations' CT Suite omnichannel automation, management, and routing to more contact centers.
Posted February 21, 2018

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