Live Support

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen.
Posted June 15, 2018

HireIQ and Genesys together launch an AI-driven call center recruitment solution.
Posted June 13, 2018

AnswerNet and Connect Direct are bringing customer service solutions and jobs to deaf and hard-of-hearing people.
Posted June 12, 2018

In a survey of more than 7,500 consumers, advisory firm KPMG identified the top firms when it comes to providing a great service experience.
Posted June 08, 2018

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Zendesk's new workflow and collaboration tools help enterprises deliver better customer experiences at scale. (Featured on DestinationCRM.com.)
Posted June 07, 2018

LivePerson launches a platform to connect companies and consumers via Amazon Alexa and Google Assistant.
Posted June 05, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement.
Posted May 24, 2018

The expo's message was clear: All companies should consider themselves service organizations.
Posted May 23, 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows.
Posted May 15, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

Customer service professionals are passionate about providing customers with effective support, but many consider the technology they have to rely on to be an obstacle, according to a survey by Dimensional Research.
Posted May 10, 2018

ServiceNow users can access 3CLogic's cloud contact center software directly from within the app.
Posted May 08, 2018

Talkdesk has integrated its enterprise contact center platform with ServiceNow
Posted May 07, 2018

Squelch queries customer data and serves up the best information to agents to help resolve customer issues.
Posted May 07, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch.
Posted May 03, 2018

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements.
Posted May 03, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018

Integration allows for escalation from a text chat to a video chat.
Posted April 27, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Integrated offering from Avaya and Afiniti will drive performance, profit, and productivity improvements for enterprise contact centers.
Posted April 24, 2018

Vonage's cross-platform capability brings CRM information into its unified communications platform. (Featured on DestinationCRM.com.)
Posted April 20, 2018

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