In a new study, a majority of consumers say that customer service quality is a major factor in their shopping decisions.
Posted February 15, 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
The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019
In the America's Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby's, which came up third.
Posted February 01, 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
The integration enables organizations using Zendesk Support to talk to customers in more than 150 languages.
Posted January 22, 2019
One customer of the pet supplies e-retailer got a pleasant surprise when she left a negative review about a product sold on the company's site.
Posted January 18, 2019
The certification is awarded after a selective process and is only given to call centers that rank among the top 10 percent of companies that BenchmarkPortal—a research firm offering benchmarking, certification, training and consulting tools—evaluates.
Posted December 28, 2018
For toy manufacturers like Mattel, a turnaround might be coming thanks to its commitment to customer service in this critical fourth quarter.
Posted December 21, 2018
With Squelch, customer support agents receive actionable intelligence, at the moment they need it, from a variety of previously unknown or underutilized sources.
Posted December 19, 2018
Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018
With live in-call texting, customers can exchange photos, videos, and screenshots with customer support agents while on a call.
Posted December 18, 2018
TechSee's AI-based video service leverages a combination of computer vision, augmented reality, and users' smartphone cameras to deliver tech support to customers.
Posted December 14, 2018
Agreement adds Genesys' PureConnect and PureCloud contact center platforms to Star Telecom's portfolio.
Posted December 12, 2018
The company's new holiday campaign is all about putting a positive spin on customer service during the busiest time of year.
Posted December 07, 2018
Agent-advocates can be your strongest means toward more loyal customers.
Posted December 07, 2018
The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018
LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018
It turns out that live chats have a hidden feature that customers may not be aware of—agents can see what they're typing before they hit enter.
Posted November 30, 2018
With this partnership, contact centers gain access to payment processing options through interactive voice response and mobile SMS.
Posted November 28, 2018
The new functionality arises from integrating the LiveChat and ChatBot solutions.
Posted November 27, 2018
The integration between Sprout Social and HubSpot will help bridge the gap between companies' marketing and customer care teams. (Featured on DestinationCRM.com.)
Posted November 15, 2018
RingCentral also launched a unified mobile app and new integrations to expand its communications and collaboration platforms.
Posted November 14, 2018
Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018
NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018
The Community Platform provides a forum for customers to connect with fellow users, experts, and developers.
Posted November 09, 2018
ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018
New research reveals that there's a reason why some customers are able to get through to agents at call centers faster than others. It comes down to a 'customer score,' a calculation of how valuable that customer is to the business.
Posted November 02, 2018
The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018
The integration allows Amazon Connect to dip into Kustomer's data set to pull up customer information before agents take the call.
Posted October 31, 2018
The new offering is an AI-powered forecasting and scheduling service for workforce management. (Featured on DestinationCRM.com.)
Posted October 30, 2018
ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018
Largely flying under the radar, artificial intelligence-powered customer service platform Afiniti has quietly raised $130 million in series D funding for its technology, which uses AI and behavioral pairing to connect customer callers and agents.
Posted October 26, 2018
The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018
CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018
Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018
The acquisition of FriendlyData allows ServiceNow users to ask their queries in natural language. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018
Aspect Via 18.1 offers smarter omnichannel automation, streamlined performance insights, improved employee engagement, and GDPR compliance.
Posted October 04, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018
Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018
NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018
Today's bots are better equipped to handle customer queries directly or pass the right information on to agents.
Posted September 25, 2018
Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018