Cross-Channel Support

Vonage CX Cloud includes real-time sentiment analysis and enhanced self-service with chatbots and visual IVRs powered by Nexmo. (Featured on DestinationCRM.com.)
Posted June 19, 2018

Conversation.one's platform helps banks and credit unions build conversational interfaces for customer interactions.
Posted June 13, 2018

The combined solutions convert voicemails to text or email. (Featured on DestinationCRM.com.)
Posted June 07, 2018

LivePerson launches a platform to connect companies and consumers via Amazon Alexa and Google Assistant.
Posted June 05, 2018

Glance's visual customer care platform now includes cobrowse, screen share, and agent video capabilities.
Posted May 24, 2018

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities.
Posted May 24, 2018

New API for PureCloud enables faster GDPR-mandated responses to consumer data requests to access, rectify, or delete personal information.
Posted May 24, 2018

U.S. government agencies can now install NICE's cloud contact center solutions .
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

Users can collaborate and create tickets in Zendesk without ever leaving the Slack app.
Posted May 22, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Interactions' enhanced IVA platform delivers personalization, persistence, context, and more channel offerings.
Posted May 22, 2018

Aspect Software has added omnichannel chatbot developer features and a PCI II-compliant, secure IVR in Aspect CXP 18.
Posted May 22, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

New capabilities in Clarabridge's CX Analytics suite include effort scores and predictive and conversation analytics.
Posted May 08, 2018

Talkdesk has integrated its enterprise contact center platform with ServiceNow
Posted May 07, 2018

Squelch queries customer data and serves up the best information to agents to help resolve customer issues.
Posted May 07, 2018

Communications Platform as a Service will give companies and consumers better ways to interact right within apps.
Posted May 07, 2018

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018

24-7 Intouch, a customer service solutions provider, has launched a new technology division called Laivly.
Posted May 04, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements.
Posted May 03, 2018

Vonage's Vee chatbot is integrated with Facebook's Workplace conferencing app.
Posted May 01, 2018

Latest release of Upland's RightAnswers Knowledge Management solution provides a chatbot integration framework for third-party vendors.
Posted May 01, 2018

Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence.
Posted May 01, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

Appian Intelligent Contact Center helps companies build contact center solutions by uniting low-code development with artificial intelligence, robotic process automation, and case management.
Posted April 24, 2018

Integrated offering from Avaya and Afiniti will drive performance, profit, and productivity improvements for enterprise contact centers.
Posted April 24, 2018

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