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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

MindTouch integration lets contact center agents access knowledgebases from within Salesforce Service Cloud and Salesforce Community Cloud. (Featured on DestinationCRM.com.)
Posted December 13, 2019

Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes.
Posted December 13, 2019

LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS.
Posted December 11, 2019

Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice.
Posted December 11, 2019

Five9's and Zoom's jointly developed solution allows seamless call routing between Zoom Phone and the Five9 Intelligent Cloud Contact Center.
Posted December 11, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication. (Featured on DestinationCRM.com.)
Posted December 03, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019

Sprinklr's Fall 2019 Release features 400 new features, including Microsoft Dynamics 365, Trustpilot integrations, a mobile app, and Live Chat. (Featured on DestinationCRM.com.)
Posted November 20, 2019

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019

SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Leading companies are applying artificial intelligence to voice conversations, not just to text-based interactions.
Posted November 18, 2019

The integration enables virtual agents and will include other artificial intelligence capabilities.
Posted November 15, 2019

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.
Posted November 11, 2019

Freedom will transform agent performance, enabling agents to work from anywhere and on any device.
Posted November 07, 2019

TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.
Posted November 06, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019