Live Support

Jacada Interact V.10 supports the larger Autonomous CX suite to help companies design and build customer support applications.
Posted April 04, 2018

Conversocial now supports WeChat as a customer interaction channel.
Posted March 28, 2018

Newly patented multichannel scheduling capability can assign the proper number of appropriately skilled agents in mixed text and voice environments.
Posted March 28, 2018

According to a new study, consumers are opting to use technology to help them throughout the purchase process, and they don't want to interact with store associates unless they need help.
Posted March 22, 2018

Vidyard GoVideo for Zendesk lets customer support agents capture and share personal video messages directly within Zendesk. (Featured on DestinationCRM.com.)
Posted March 20, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

New agent experience extends CxEngage's omnichannel functionality to leading CRM systems.
Posted March 07, 2018

Jive has integrated its phone and unified communications with Zoho CRM.
Posted March 07, 2018

Bright Pattern's Spring 2018 release features active-active disaster containment, a streamlined agent desktop, and artificial intelligence.
Posted March 06, 2018

Afiniti Routing integration uses artificial intelligence to match contact center callers with agents through Afiniti's Enterprise Behavioral Pairing.
Posted February 14, 2018

Consumers value accuracy over speed, NTT Data survey reveals; the study also found that most businesses still don't have automation plans in place.
Posted February 14, 2018

For the third straight year, Associated Bank's contact center is recognized for providing an outstanding live phone channel customer service experience.
Posted February 13, 2018

GeoFluent Interpreter Direct is a a packaged language translation suite for contact centers.
Posted February 07, 2018

Dialpad's Pure-Cloud Solution now offers service teams a business phone system inside Zendesk.
Posted January 31, 2018

Bots can't do customer service alone, at least not yet.
Posted January 29, 2018

Sightcall has integrated its video assistance product with Zendesk's customer support software.
Posted December 13, 2017

Mobility and digital assistants help employees manage work schedules, track performance, and simplify engagement.
Posted November 30, 2017

The new integration will help companies build and maintain conversational IVR flows for routing callers.
Posted November 27, 2017

Uber is testing a new customer support feature, but it's not for everyone. As first reported by TechCrunch, Uber is rolling out priority, 24/7 support capability for what seems to be a group of its top customers. The support programs include a hotline as well as an in-app feature, and specially trained experts will staff both channels at all hours of the day.
Posted November 17, 2017

Customer service agents can now benefit from live behavioral guidance and emotional intelligence. (Featured on DestinationCRM.com.)
Posted November 02, 2017

Verint AQM automates scoring of up to 100 percent of agent calls.
Posted November 01, 2017

Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships.
Posted October 24, 2017

The integration allows service teams to support customers via text messaging using their existing business numbers.
Posted October 24, 2017

USAN's Visual IVR for Amazon Connect extends omnichannel IVR to Amazon Connect service.
Posted October 24, 2017

ia.Enterprise offers intelligently automated solutions for customer experience management and business process automation.
Posted October 24, 2017

New research from Clutch has found how customers really perceive contact center agent interactions, and it's not always positive.
Posted October 18, 2017

Agent.ai is offering its email, web, messaging, and in-app agent tools for fre, to accelerate the transition from traditional systems to AI-assisted support.
Posted October 05, 2017

Bomgar Remote Support now integrates with Lionbridge's GeoFluent to support real-time communication across more than 100 languages.
Posted October 02, 2017

RiverStar Unified Agent Desktop now integrates with NICE inContact CXone.
Posted September 29, 2017

Genesys' contact center solutions are now linked to Office 365, Skype for Business, and Dynamics 365.
Posted September 27, 2017

AIVA empowers companiesto build once and deploy anywhere across customer touchpoints.
Posted August 16, 2017

Agent Dashboard provides agents with real-time insight into calls into the Visual IVR.
Posted August 02, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

Nvidia's program fosters advances in artificial intelligence and data science.
Posted July 20, 2017

Verint's cloud-based knowledge solution advances employee engagement, information access, and consistency across customer service channels.
Posted July 19, 2017

LiveOps Skill Builder helps companies hire and train customer service representatives. (Featured on DestinationCRM.com.)
Posted July 18, 2017

The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements.
Posted July 12, 2017

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

LiveChat integration allows for real-time communications in the web channel.
Posted July 05, 2017

Omnibrowse lets customer service agents co-browse callers' computer screens during interactions.
Posted June 30, 2017

GeoFluent for Enterprise Service Management expands the GeoFluent platform for help desks and service desks.
Posted June 26, 2017

IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.
Posted June 16, 2017

Exceptional Service ACD Call Center Module leverages cloud-based managed VOICE Platform to help hotels increase staff response.
Posted June 14, 2017

Lowering average handling time in the contact center could save millions of dollars per year.
Posted June 13, 2017

Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017

TeamSupport users can now post messages to Slack channels via a new ticket automation function.
Posted June 08, 2017

Bold360 is a new intelligent, omnichannel customer engagement platform.
Posted June 08, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

Support personnel can remotely assist customers with a live view of their iOS, Android, and other device screens.
Posted May 24, 2017