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Contact centers are about a lot more than customer experiences; the data they provide is invaluable.
Posted September 21, 2021

Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2021

SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Posted September 21, 2021

8x8 is delivering cloud phone and contact center solutions for multinational organizations in Russia, Japan, Puerto Rico, and dozens of other countries. (Featured on DestinationCRM.com.)
Posted September 21, 2021

SightCall's integration with LanguageLine brings live interpreters to its visual assistance platform.
Posted September 16, 2021

Alvaria's new customer experience and workforce engagement management suites are part of its larger contact center solutions portfolio.
Posted September 16, 2021

Linc helps Gladly users resolve complex ecommerce use cases through automated digital workers. (Featured on DestinationCRM.com.)
Posted September 16, 2021

Front's Customer Communication Hub updates bring actionable customer context into the inbox. (Featured on DestinationCRM.com.)
Posted September 16, 2021

Bell Canada will provide cloud contact center services to Canadian businesses with NICE CXone on Canada's largest voice and data network. (Featured on DestinationCRM.com.)
Posted September 15, 2021

NovelVox's new CTI connectors can be deployed in the cloud or on premises.
Posted September 15, 2021

The eDesk-Aircall partnership centralizes email, chat, social, and phone communications for ecommerce retailers
Posted September 15, 2021

Artificial intelligence technology from Kare Knowledgeware will enable new self-service, automated engagement, and augmented agents in Dialpad Contact Center.
Posted September 15, 2021

Cross-sell and upsell interactions should be viewed as partnerships to avoid that shady used car salesman feel.
Posted September 13, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

AI and immersive technologies can improve both shopping and customer service processes.
Posted September 10, 2021

Zappix's visual IVR and other self-service platforms have been integrated with C-Zentrix's CZ Video Chat and CZ Chat.
Posted September 10, 2021

Help Lightning's ServiceNow integration lets companies support complex service scenarios using remote assistance software.
Posted September 08, 2021

Coveo's Personalized Agent Full Search and Slack connector help contact center staff access previous interactions on more platforms.
Posted September 08, 2021

BotcoLive hands over automated chats to live agents. (Featured on DestinationCRM.com.)
Posted September 02, 2021

Observe.AI is expanding into the omnichannel customer experience market with its ScopeAI acquisition. (Featured on DestinationCRM.com)
Posted August 31, 2021

Beyond the Cleverly addition, Zendesk is adding proactive messaging, reporting, and workflow tools and integrations.
Posted August 26, 2021

Sanas' accent matching technology, which uses a speech-to-speech approach, will be rolled out to seven contact center outsourcers this fall. (Featured on SpeechTechMag.com.)
Posted August 26, 2021

NICE Enlighten AI enables complaint management and remediation by automating analysis of every interaction through voice and digital channels. (Featured on DestinationCRM.com.)
Posted August 25, 2021

Cardprotect Voice+ now enables secure financial transactions within Epic's electronic health records for healthcare providers and patients. (Featured on DestinationCRM.com.)
Posted August 23, 2021

Yext's new product for Salesforce Service Cloud is available on the App Exchange. (Featured on DestinationCRM.com.)
Posted August 20, 2021

Mordor Intelligence eyes 12.65 percent CAGR for the customer engagement solutions market for the next five years.
Posted August 18, 2021

Agent desktops are at the heart of great customer service. Here is what you need to build one.
Posted August 13, 2021

A high percentage of customer service reps are exhausted and indifferent, but there are ways to address this.
Posted August 06, 2021

NICE CXone Summer 21 Release offers self-service and AI-powered enhancements.
Posted August 02, 2021

Gartner survey reveals rampant agent disengagement, leading to poor customer experiences and economic costs.
Posted July 26, 2021

The 3CLogic-ScreenMeet partnership complements ServiceNows digital channels with integrated voice and video capabilities.
Posted July 22, 2021

CXInfinity's video chat offering lets companies move back and forth between text and video conversations.
Posted July 21, 2021

Textel adds SMS and MMS texting to the Five9 Intelligent Cloud Contact Center.
Posted July 21, 2021

Nextiva Contact Center is an integrated suite of contact center and collaboration tools.
Posted July 15, 2021

Swampfox Technologies' First In Line 3.1 is a callback solution for Cisco-based contact centers.
Posted July 15, 2021

Semafone SecureWeb+ secures payments on third-party merchant websites and CRM systems without compromising PCI DSS compliance. (Featured on DestinationCRM.com.)
Posted July 15, 2021

Uniphore's AI innovations deliver self-learning systems to support agents and supervisors before, during, and after calls.
Posted July 14, 2021

New-generation workforce management solutions offer real-time capabilities and artificial intelligence-enabled forecasting.
Posted July 12, 2021

NovelVox's Amazon Connect desktop and wallboard apps provide full visibility into customer information and agent performance.
Posted July 07, 2021

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021

Unbabel's Zendesk Agent Workspace integration lets agents communicate with customers in any language across channels.
Posted June 29, 2021

Customers can move between automated and assisted chat with Clickatell's integration between Chat Desk and Chat Flow.
Posted June 29, 2021

Avaya OneCloud for Salesforce Service Cloud brings together calls, digital engagement, and CRM data for service agents.
Posted June 25, 2021

LiveChat's Chat Widget now supports keyboard input and text-to-speech screen readers. (Featured on DestinationCRM.com.)
Posted June 22, 2021

Awaken Intelligence combines contact center scripting technology with Genesys' customer experience platforms. (Featured on DestinationCRM.com.)
Posted June 22, 2021

The alliance between Genesys and Qualtrics gives companies a comprehensive view of the customer service experience, based on sentiment and service history.
Posted June 18, 2021

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say. (Featured on DestinationCRM.com.)
Posted June 16, 2021

Talkdesk launches industry-specific contact center solutions for healthcare and financial services at its Opentalk event.
Posted June 16, 2021

New capabilities impact contact center agent and supervisor efficacy, ease of use for video meetings.
Posted June 11, 2021

Gain Cloud achieves HITRUST certification for managing information security risks. (Featured on DestinationCRM.com.)
Posted June 08, 2021