Live Support

NICE inContact and Zendesk continue working together to support remote contact center teams.
Posted May 21, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 2020

This new integration empowers sales and support agents to reply directly to messages from Facebook users within the CallTrackingMetrics app. (Featured on DestinationCRM.com.)
Posted May 15, 2020

The Cogito Dialog AI coaching is designed to support agents through higher call volumes.
Posted May 14, 2020

BabbleLabs Clear Edge for Client is speech enhancement software for remote workers in noisy environments.
Posted May 13, 2020

LogMeIn's Rescue Live Guide delivers seamless and secure co-browsing for customer support.
Posted May 12, 2020

AT&T AT&T Cloud Contact Center features technology from Five9 and AT&T's voice and collaboration tools. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Agent-Expert Consultation allows contact center agents to bring subject matter experts into customer conversations via Zoom. (Featured on DestinationCRM.com.)
Posted May 05, 2020

Pega Customer Service Unified Messaging Edition centralizes messaging channels. (Featured on DestinationCRM.com.)
Posted May 05, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020

The integration extends Freshworks' omnichannel experience to allow teams and customers to collaborate and communicate via the popular messaging platform. (Featured on DestinationCRM.com.)
Posted April 29, 2020

ScreenMeet Live lets agents escalate text chat sessions with customers on desktop and mobile to voice, video chat, and screen share directly from within their CRM systems.
Posted April 29, 2020

8x8's partnership with Comstar will help organization move to cloud communications.
Posted April 24, 2020

CallVU is allowing contact centers to cobrowse, content share and video chat at no charge during the COVID-19 outbreak.
Posted April 23, 2020

Partnership integrates 32 Jabra headset models with 8x8 X Series, 8x8 Video Meetings and 8x8 Contact Center.
Posted April 21, 2020

TELUS' Work Anywhere enables the deployment of at-home customer service teams and solutions.
Posted April 16, 2020

Rescue Live Lens enables visual support via mobile camera share for field service and customer service teams to deliver on-site support from afar.
Posted April 16, 2020

Talkdesk for Travel & Hospitality provides free Talkdesk cloud contact center solutions for the tourism industry hit hard by the coronavirus.
Posted April 15, 2020

KustomerIQ leverages advanced artificial intelligence to help agents analyze and take action on customer requests.
Posted April 15, 2020

LogMeIn's GoToConnect Support Center brings cloud-based contact center technology to service and support organizations and can be deployed in one day.
Posted April 15, 2020

Verint's latest offerings address needs to improve workforce visibility, compliance, and productivity amid COVID-19 outbreak. (Featured on DestinationCRM.com.)
Posted April 13, 2020

SightCall is offering free access to SghtCall Visual Support on Salesforce AppExchange for collaboration in a real-time video environment.
Posted April 13, 2020

Studio 6.5 helps companies rapidly scale omnichannel self-service solutions.
Posted April 07, 2020

3CLogic's cloud contact center solution offers to enable work-from-home agents with natively integrated telephony and call center functionality.
Posted March 25, 2020

NovelVox enables work-from-home model for Cisco Contact Center Agent with a new mobile app. Equip your agents with the Finesse Unified Mobile Agent (FUMA) app to quickly transit to work remotely or from home from mobile, tablet, or desktop without VPN. Agent's location or uncertainty is no more a constraint in delivering quality customer experience. Finesse Mobile Agent AppFinesse Mobile Agent App
Posted March 24, 2020

Scientifically proven learning methods, such as spaced repetition, are proving successful at increasing contact center agents' product knowledge, helping deliver exceptional customer service across industries.
Posted March 23, 2020

Sytel is introducing a plan to enable remote workers during the coronavirus outbreak.
Posted March 18, 2020

With CXone@home, contact centers can activate work-at-home agents in 48 hours, at unlimited scale and no charge.
Posted March 16, 2020

8x8 X Series and 8x8 Contact Center are now available in Canada through channel partners.
Posted March 11, 2020

New Bold360 features better access to information, real-time guidance, and knowledge management.
Posted March 04, 2020

Easy On Hold offers tips and technology for helping worried inbound callers get answers fast.
Posted March 03, 2020

Ada's automation and artificial intelligence will be incorporated into Zendesk's Sunshine Conversations platform.
Posted February 27, 2020

Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes. (Featured on DestinationCRM.com.)
Posted February 25, 2020

Evolve IP's Voice2Teams integrates Microsoft's collaboration platform with Cisco's communications platform.
Posted February 14, 2020

Zipwhip Texting Widget lets business embed texting right into their CRM systems. (Featured on DestinationCRM.com.)
Posted February 13, 2020

Avaya and Afiniti pairing yields Avaya AI Routing with Afiniti AiRo
Posted February 05, 2020

Pop-up Service Desk helps companies handle increased help desk calls and trouble tickets during digital transformations. (Featured on DestinationCRM.com.)
Posted February 04, 2020

Akeira 2.0 is easier to set up, optimize, train, and manage.
Posted January 29, 2020

8x8 Contact Center adds payment processing and quality management.
Posted January 29, 2020

NICE incorporates sentiment data on top of predictive behavioral routing as part of CXone and Nexidia suite upgrades.
Posted January 29, 2020

Partnership gives Five9 Intelligent Cloud Contact Center users scalable and extensible knowledge management capabilities.
Posted January 29, 2020

Cisco today introduced an AI infusion, a new customer experience solution, and a new cloud contact center product. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Zendesk Marketplace now offers ChurnZero integration.
Posted January 27, 2020

PCI Pal Agent Assist and IVR Payments achieve Cisco-compatible certification to provide integrated solutions that protect sensitive cardholder data in contact centers.
Posted January 22, 2020

MindTouch's solution is now available within Genesys Cloud.
Posted January 16, 2020

Epic CTI Connector for Cisco, Avaya, and Genesys empowers agents with patient's relevant information within Hyperspace.
Posted January 16, 2020

Remote employees make up a significant chunk of Everlane's customer service team, yet the 67 workers in this group say the company doesn't value them or treat them fairly
Posted December 23, 2019

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Posted December 13, 2019

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library