Cross-Channel Support

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

Linc's new chatbots operate on the Facebook Messenger, WhatsApp, and Apple iMessage platforms and also offer voice assistance through Amazon Alexa, Google Home, and Apple's Siri, along with enhanced email, web, and text capabilities.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
Posted March 10, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

The partnership brings advanced artificial intelligence and deep learning to contact center interactions.
Posted March 07, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers.
Posted March 07, 2017

The updated Version 6.6 includes tighter integrations and enhanced functionality for compliance and digital transformation.
Posted February 23, 2017

Callision has launched a free cloud-based business phone system and carrier-independent contact center as a service.
Posted February 21, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

Digital customer experiences require a different approach that blends channels across the digital and physical worlds.
Posted February 17, 2017

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017

Kustomer is partnering with Talkdesk to provide integrated call center and voice functionality.
Posted February 16, 2017

Bright Pattern expands its presence in Japan to enhance local voice communications and improve regional compliance.
Posted February 16, 2017

Zang Office is a customer communication platform that can be customized for small and midsized businesses.
Posted February 14, 2017

Avaya Enterprise Cloud for BPO, developed with Spoken Communications, addresses the digital transformation needs of contact center outsourcers.
Posted February 14, 2017

Bright Pattern is teaming up with Dizzion to bring omnichannel cloud computing securely to the desktop.
Posted February 14, 2017

LightBound's Cloud Contact Center is available as an add-on to its Integrated Voice portfolio.
Posted February 13, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

The partnership equips CarrierSales with 8x8's cloud contact center and unified communications technologies.
Posted February 10, 2017

The right governance can drive much better customer service experiences.
Posted February 10, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Cloud telephony provider Content Guru will deliver Verint workforce optimization and speech analytics solutions in the cloud. (Featured on SpeechTechMag.com.)
Posted February 01, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

Servion has updated its contact center-as-a-service platform with advanced reporting and predictive analytics.
Posted January 23, 2017

The contact center recording solution has been certified to support Microsoft's unified communications platform.
Posted January 18, 2017

New integration enables call centers and marketing departments to share valuable insights.
Posted January 17, 2017

NICE has released its Nexidia Analytics solution, offering interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs.
Posted January 10, 2017

The strategic agreement will leverage Avaya's contact center and unified communications solutions to develop a communications cloud ecosystem.
Posted December 20, 2016

Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016

Partnership blends Five9's cloud contact center platform with Zendesk Support.
Posted December 08, 2016

Avaya today introduced IP Office Contact Center 10, the latest version of its contact center platform specifically geared toward midsized businesses but with the same advanced tools as its enterprise-level product.
Posted December 01, 2016

The master agency will offer its clients Interactive Intelligence's PureCloud Engage contact center software. (Featured on DestinationCRM.com.)
Posted November 29, 2016

Speech and natural language technology vendor Interactions has added voice biometrics to its Intelligent Virtual Assistant application, allowing companies to offer seamless caller authentication and identification using the unique characteristics of each human voice. Interactions Voice Biometrics can also be added to new or existing customer care applications. (Featured on SpeechTechMag.com.)
Posted November 25, 2016

The Kustomer platform unifies customer data in one support platform.
Posted November 17, 2016

Oracle has launched IoT Accelerator, an integration package to allow companies to leverage insights gathered from the Internet of Things (IoT) via the company's IoT Cloud and Oracle Service Cloud.
Posted November 16, 2016

BroadSoft CC-One cloud contact center solution integrates with unified communications and team collaboration applications.
Posted November 15, 2016

CrowdCare's multichannel enterprise bot solution is now available in Spanish, English, and French, with more languages on the way.
Posted November 15, 2016

Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016

NewVoiceMedia's Winter '17 release offers many new features and a simpler user interface.
Posted November 07, 2016

eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016

Spanish company expands Enghouse's contact center presence into new markets.
Posted November 02, 2016