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Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

Noble Systems' latest patent covers technology that lets agents handle multiple contacts simultaneously.
Posted October 16, 2019

Zoom integration through Talkdesk Enterprise Cloud Contact Center fosters seamless, cross-department collaboration.
Posted October 15, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Agents need to be better trained in the wake of more specialized questions and problems that will come as customers turn more often to self-help.
Posted October 01, 2019

The company is now in hot water after customers—including some high-profile ones—began complaining that their orders were late, missing, or not filled correctly.
Posted September 27, 2019

Robotic process automation will allow contact centers to upskill agents to handle more complex interactions.
Posted September 27, 2019

Sugar Connect integrates customer experience activities with Microsoft Office 365 and Google G Suite. (Featured on DestinationCRM.com.)
Posted September 26, 2019

New partnerships and integrations with Zendesk and Salesforce enable companies to automatically coordinate responses.
Posted September 24, 2019

The upgrades to Avaya's IX Contact Center portfolio include new dashboards, a messaging feature, and desktop scripting.
Posted September 24, 2019

Earlier this week, employees at Amazon shared that the company was planning to eliminate its "Virtual Customer Service Reserves" customer service program, but word of mouth caused a change of heart for the company.
Posted September 20, 2019

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019

Bold360's AI-powered search enhancements and advanced management tools enable more effective coaching and productivity increases.
Posted September 10, 2019

ChoiceView transforms ordinary phone calls into voice with visual calls on Amazon Web Services.
Posted September 10, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

Cisco's acquisition of CloudCherry will allow it to expand into cloud data analytics for contact centers.
Posted August 26, 2019

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.
Posted August 23, 2019

The integration lets companies conduct live webcam conversations with their customers.
Posted August 21, 2019

Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.
Posted August 09, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Sugar Serve's integrated console experience revolutionizes customer support processes.
Posted August 01, 2019

The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 2019

Stonly, a French startup, is bucking the chatbot trend by working to make self-service more intuitive through interactive guides.
Posted July 19, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019

Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019

It's virtually impossible to improve customer service without consistent feedback—that's the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian "conversation review" startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum.
Posted July 12, 2019

Integration brings together Five9's Intelligent Cloud Contact Center with Microsoft Teams to enable customer service agents to collaborate with experts. (Featured on DestinationCRM.com)
Posted July 12, 2019

Transcosmos has joined the Jasmy Initiative to use customer data securely while providing customers more control over their own data.
Posted July 10, 2019

CXsuccess customer services for CXone helps contact center leaders with ongoing business value realization and long-term success.
Posted July 02, 2019

Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.
Posted June 28, 2019

Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

Agent Assist is Comm100's artificial intelligence-powered virtual assistant for contact center agents.
Posted June 26, 2019

NovelVox's Cisco Finesse Mobile Agent 2.0 offers an enhanced user interface and advanced integrations.
Posted June 26, 2019

The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019

Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.
Posted June 21, 2019

The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.
Posted June 20, 2019

Updates to analytics, user experience, and email integration are among the capabilities included in the latest release.
Posted June 19, 2019

Coveo's AI-powered search and relevance technology is now integrated within ServiceNow. (Featured on DestinationCRM.com.)
Posted June 18, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019

The new Inbox brings tools and data into one place for more personalized support interactions.
Posted June 05, 2019