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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

LinkLive 9.1's new chat functionality enables messaging, video, and voice communications.
Posted June 30, 2020

WhatsApp can now be integrated with Cisco Finesse UCCX, UCCE, and PCCE contact centers.
Posted June 29, 2020

Evolve IP's Work Anywhere Office blends fully integrated virtual desktops, collaboration and communications tools, and contact center systems.
Posted June 23, 2020

Call Journey's Conversation Analytics technology is being combined with Oak Innovation's communications management platform. (Featured on DestinationCRM.com.)
Posted June 23, 2020

3CLogic's offering extends Microsoft's collaboration tool with its own cloud call center platform. (Featured on DestinationCRM.com.)
Posted June 23, 2020

he Neutrino release of V-Person provides tools and expertise to help companies create AI-enhanced conversations with customers and employees. (Featured on DestinationCRM.com.)
Posted June 23, 2020

Journey's zero-knowledge approach blocks key customer information from contact center agents' sight. (Featured on DestinationCRM.com.)
Posted June 23, 2020

eGain Messaging Hub harmonizes messaging across bots and live agents.
Posted June 17, 2020

Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

Company further strengthens its direct and partner sales channels with its cloud contact center solutions. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

UiPath now offers always-on, scalable conversational capabilities combined with automation on the most popular global messaging channels.
Posted June 16, 2020

Organizations that adopted cloud technologies will be better positioned to adjust to the new normal, not to mention any future events that might call for unprecedented flexibility.
Posted June 08, 2020