Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018
The acquisition of FriendlyData allows ServiceNow users to ask their queries in natural language. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018
Aspect Via 18.1 offers smarter omnichannel automation, streamlined performance insights, improved employee engagement, and GDPR compliance.
Posted October 04, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018
Customer service reps can be taught sales techniques to provide solutions, not just resolve cases.
Posted September 28, 2018
NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018
Today's bots are better equipped to handle customer queries directly or pass the right information on to agents.
Posted September 25, 2018
Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018
In the contact center, one person can have a huge impact on customers and fellow employees, and we have the numbers to prove it.
Posted September 14, 2018
Avtex will bring Semafone's contact center security solutions and PCI DSS compliance expertise to its North American clientele.
Posted September 05, 2018
Loyalty programs may be big drivers of engagement in some industries, but they're not as important as customer service when it comes to the travel space, a new study from Think with Google, Google's marketing data and research group, and Greenberg Research revealed.
Posted August 31, 2018
[24]7.ai and KPMG align to bring intent-driven customer engagement solutions to large enterprises.
Posted August 29, 2018
Added functionality lets Salesforce users transition between voice and other communication channels in Service Cloud.
Posted August 28, 2018
A start-up with roots in the United States and India, Observe.AI just secured $8 million in funding to continue developing its artificial intelligence-powered call center system.
Posted August 24, 2018
Avtex and Adapt are positioned to deepen services in the customer experience arena. (Featured on DestinationCRM.com.)
Posted August 21, 2018
T-Mobile is on a mission to reinvent its approach to customer service, relying less on IVR and chatbots and more on dedicated customer support teams.
Posted August 17, 2018
Google's enterprise customers will get access to customer service representatives and true contact center-based support—at least when it comes to Google Maps and Google's cloud product.
Posted August 10, 2018
The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018
MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018
For the 16th time, the carrier beat out all of its competitors, posting a record-setting score for the second year in a row.
Posted August 03, 2018
Paid television provider Dish is now inviting customers to message the company via the Apple app.
Posted July 27, 2018
Field service work can be a differentiator, if done properly with the customer in mind.
Posted July 27, 2018
By bridging the gap between AI and human agents, the integration aims to improve the customer service experience for customers and agents alike.
Posted July 25, 2018
Plum Voice is now listed in Visa's Global Registry of Service Providers
Posted July 25, 2018
Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018
Ozonetel's KooKoo omnichannel widget combines voice calls with chat.
Posted July 23, 2018
Guru's latest release helps customer support, customer success, and sales teams find the information they need more quickly. (Featured on DestinationCRM.com.)
Posted July 17, 2018
Service Cloud Einstein combines CRM data, artificial intelligence, and guided processes.
Posted July 11, 2018
The acquisition fuels AnswerNet's growth in customer engagement and contact center solutions.
Posted July 09, 2018
The technology aims to provide TeamSupport users with deeper insights into how their customers feel about their experiences.
Posted June 26, 2018
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