LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS.
Posted December 11, 2019
Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice.
Posted December 11, 2019
Five9's and Zoom's jointly developed solution allows seamless call routing between Zoom Phone and the Five9 Intelligent Cloud Contact Center.
Posted December 11, 2019
Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019
AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019
Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019
Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication. (Featured on DestinationCRM.com.)
Posted December 03, 2019
Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019
Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019
Sprinklr's Fall 2019 Release features 400 new features, including Microsoft Dynamics 365, Trustpilot integrations, a mobile app, and Live Chat. (Featured on DestinationCRM.com.)
Posted November 20, 2019
Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019
Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019
The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019
SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019
Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019
The integration enables virtual agents and will include other artificial intelligence capabilities.
Posted November 15, 2019
In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Posted November 11, 2019
Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019
TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019
Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019
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