Live Support

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

How to supercharge your customer service team.
Posted January 03, 2017

In addition to fostering healthy competition, gamification can create a more meaningful customer-representative interaction.
Posted December 27, 2016

Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016

A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016

Social media is an important aspect of marketing and communication for many organizations, but it is also becoming a necessary channel for providing top-tier customer service. To support customers' desire to take to social media when they need help, Verint Systems has enahnced its Social Engagement solution.
Posted December 06, 2016

Desk.com users can now provide multilingual customer support.
Posted November 30, 2016

The Kustomer platform unifies customer data in one support platform.
Posted November 17, 2016

BroadSoft CC-One cloud contact center solution integrates with unified communications and team collaboration applications.
Posted November 15, 2016

Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016

Access One has added the Enhanced Cloud Contact Center solution to its communication services portfolio.
Posted November 07, 2016

Engaged contact center agents are a sure-fire way to keep costs under control.
Posted November 04, 2016

eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016

Spanish company expands Enghouse's contact center presence into new markets.
Posted November 02, 2016

Arrow Systems Integration signs Gold Partner agreement to offer Interactive Intelligence PureCloud Engage customer engagement solution.
Posted November 02, 2016

Altitude has partnered with HigherGround to develop a complete recording solution for contact centers.
Posted October 25, 2016

TeleVoice's TelePath solution gives agents more information about callers prior to answering the phone.
Posted October 25, 2016

Freshdesk's acquisition of Chatimity strengthens its AI capabilities with chat.
Posted October 19, 2016

Refocused brand addresses major contact center gaps and the demand for a scalable, reliable cloud platform.
Posted October 19, 2016

The partnership leads to the advanced integration of WorkFlex and Verint Enterprise Workforce Management for contact centers.
Posted October 19, 2016

FairPoint leverages Voice over IP to launch a new contact center offering.
Posted October 18, 2016

LiveWorld's application helps companies manage chatbots with automated connections to live agents.
Posted October 18, 2016

Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.
Posted October 12, 2016