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