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Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
Posted January 12, 2021

Fraud isn't going anywhere, so here are a few steps contact centers must take to prepare for the changing fraud landscape of 2021.
Posted January 04, 2021

When looking to bring on a workforce management system, find a partner who will help you build your business over the long run.
Posted December 22, 2020

Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on DestinationCRM.com.)
Posted December 15, 2020

Uniphore's partnership with Tech Mahindra brings optimized contact center operations for the work-from-home era.
Posted December 09, 2020

Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting.
Posted December 09, 2020

WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020

Artificial intelligence can provide contact centers with staffing forecasts amid a sea of uncertainty.
Posted December 07, 2020

Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 2020

The Medallia and Five9 integration provides real-time and post-call customer feedback and actions.
Posted December 02, 2020

Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020

Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution. (Featured on DestinationCRM.com.)
Posted October 28, 2020

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020

But the reality is that it cannot be fully automated. Companies still need humans to do what bots cannot.
Posted October 15, 2020

Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020

Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020

The deal blends Segment's customer data platform with Twilio's customer communications platform. (Featured on DestinationCRM.com.)
Posted October 13, 2020

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
Posted October 09, 2020

Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.
Posted October 07, 2020

Boostlingo now offers on-demand support for American Sign Language video remote calls that occur outside normal business hours.
Posted October 07, 2020

Cresta's AI Coaching software integrates with Amazon Connect for real-time performance optimization of sales and support teams.
Posted October 06, 2020

Twilio unveiled several digital tools to help online and remote employees.
Posted September 30, 2020

Talkdesk Remote and Talkdesk On The Go are cloud contact center solutions for at-home agents and mobile workforces.
Posted September 30, 2020

ServiceNow has deepened its integration with Microsoft Teams.
Posted September 23, 2020

Daisee's quality management solutions are also integrated with Genesys Cloud. (Featured on SpeechTechMag.com.)
Posted September 22, 2020

PagerDuty for Customer Service helps agents resolve customer issues and collaborate with technical teams in real time. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Here are a few considerations to help smooth out service-level dips during certain times of the day or days of the week.
Posted September 18, 2020

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange. (Featured on DestinationCRM.com.)
Posted September 18, 2020

Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today. (Featured on DestinationCRM.com.)
Posted September 17, 2020

Five9 Agent Assist provides consistent, detailed and precise call summaries.
Posted September 17, 2020

Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020

With the pandemic, extreme workforce agility has become the new normal, conference speakers contend.
Posted September 16, 2020

EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020

To show empathy toward customers, let them know you understand their problems and give them a say in how they are solved.
Posted September 10, 2020

AI is having a positive impact on customers, agents, and field service technicians during the pandemic, and this is just the beginning.
Posted September 08, 2020

A-GAME Gridiron 2020 Performance Challenge is a fantasy football-style gamification solution for remote and office-based customer care, support, and sales agents.
Posted September 04, 2020

In times of growing uncertainty, complexity and change, an agile approach to customer service can help organizations create and maintain extraordinary employee and customer experiences
Posted August 31, 2020

Lifesize is using Kaptivp's technology to build a contact center collaboration tool.
Posted August 20, 2020

Live chat, secure payments, and Microsoft Teams and Vonage Virtual Assistant integrations round out the increased functionality in Vonage Contact Center.
Posted August 19, 2020

Amazon Web Services' Contact Center Intelligence is making it possible for companies to build and deploy AI into contact center workflows.
Posted August 18, 2020

Intercom has added automation and reporting capabilities to its Business Messenger and Inbox customer support offerings.
Posted August 12, 2020

NovelVox has added customer information and call management functionality to its call center solutions.
Posted August 12, 2020

Sharpen Technologies' Performance Tiles to provide contact center agents with visibility into their job performance.
Posted July 29, 2020

NICE's Real-Time Interaction Guidance is powered by NICE Enlighten AI behavioral models to provide agent guidance during interactions.
Posted July 27, 2020

Native, on-demand HD video capability enables contact center agents to add video interaction from any channel.
Posted July 22, 2020

As customer journeys become more complicated, the workflows to address them need to be much simpler, a Calabrio speaker explains during the CX Network Contact Center seminar.
Posted July 20, 2020

Chat Desk lets contact center agents resolve customer issues through chat.
Posted July 15, 2020

Journey's Trusted Identity Platform will be integrated into CCT's Omnichannel ContactPro contact center solution.
Posted July 15, 2020

Intelisys is adding Bright Pattern Contact Center to its portfolio of telecommunications and cloud services.
Posted July 08, 2020