Live Support

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

Noble Secure Payment Assist lets agents assist customers while masking financial information during transactions.
Posted May 24, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017

Bright Pattern has launched applications, including screen pop and a chatbot API, on the ServiceNow platform.
Posted May 09, 2017

New features enable video, audio, and screen sharing capabilities.
Posted May 02, 2017

Mark III's Cognitive Call Center help agents identify, filter, analyze, and act on inbound and outbound calls.
Posted May 02, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

NICE Evolve now offers staff forecasting functionality for contact centers.
Posted April 26, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

WebText's integrates its messaging app with Oracle Service Cloud.
Posted April 26, 2017

Technology allows sharing of visual and other data in real time during calls.
Posted April 19, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The trio of solutions gained during its Interactive Intelligence purchase, composes an expanded customer experience platform. (Featured on DestinationCRM.com.)
Posted March 28, 2017

Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service.
Posted March 28, 2017

Controllers are more suited to today's call center needs, but empathizers get more of the jobs.
Posted March 24, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

The technology helps agents personalize contact with customers across different channels. (Featured on DestinationCRM.com.)
Posted March 14, 2017

Tips to help customer service reps keep their cool when callers are losing theirs.
Posted March 14, 2017

8x8 today launched Communications Cloud, which combines unified communications, team collaboration interoperability, contact center, and real-time analytics in a single, open platform.
Posted March 08, 2017

NewVoiceMedia, a provider of cloud contact center and inside sales technology, today introduced its Spring '17 release, with major enhancements to its intelligent communications platform for optimizing contact center management and operations.
Posted March 08, 2017

The TV network will deploy Eureka speech analytics across three call centers. (Featured on SpeechTechMag.com.)
Posted March 02, 2017

The enhanced RTA solution uses NICE's automatic enrollment to authenticate customers during self-service interactive voice response calls or those handled by agents.
Posted March 02, 2017

Bright Pattern has integrated its cloud contact center software with Oracle RightNow CRM.
Posted February 28, 2017

CafeX's real-time agent monitoring and coaching application is compatible with Avaya Aura customer engagement solutions.
Posted February 17, 2017

Strategic partnership provides contracting convenience and guaranteed competitive pricing to qualified government buyers through MicroAutomation's GSA Schedule.
Posted February 14, 2017

SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017

LightBound's Cloud Contact Center is available as an add-on to its Integrated Voice portfolio.
Posted February 13, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

Three things that could end a customer relationship.
Posted February 07, 2017

Cyara's virtual agent application is compatible with key Avaya customer and team engagement solutions. (Featured on SpeechTechMag.com.)
Posted February 07, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

Pronexus, which has provided interactive voice response (IVR) solutions for more than 20 years, this week launched VB Voice 10.1, a program that will allow users to access both voice recognition and visual customer service through smartphone or HTML 5-enabled browser.
Posted January 30, 2017

Auto Dialer automatically connects call center agents with prospects and customers in need of service.
Posted January 20, 2017

New integration enables call centers and marketing departments to share valuable insights.
Posted January 17, 2017

The GeoFluent translation tool is now integrated with Salesforce.com's Service Cloud and Live Agent.
Posted January 16, 2017

Automation will play a greater role in shaping customer experiences, but don't completely overlook the human element.
Posted January 13, 2017

Before employee engagement in a contact center can be successful, a strong cultural foundation must be laid, which requires a strategic approach to hiring, training, engagement, and evaluation by human resources and contact center leaders.
Posted January 10, 2017

The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017

MegaPath, a provider of voice, data, security, and cloud services to North American businesses, today announced a partnership with Tenfold, maker of the Phone Intelligence Platform, designed to support service agents and sales reps during customer calls. (Featured on DestinationCRM.com.)
Posted January 03, 2017