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Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.
Posted August 09, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Sugar Serve's integrated console experience revolutionizes customer support processes.
Posted August 01, 2019

The new features are designed to enable small businesses to communicate with customers in their preferred channels.
Posted July 24, 2019

Stonly, a French startup, is bucking the chatbot trend by working to make self-service more intuitive through interactive guides.
Posted July 19, 2019

Customer service agents face many challenges, but a modern agent desktop could be the answer.
Posted July 19, 2019

Suggestions for driving positive customer experiences and improving brand loyalty with social media customer service.
Posted July 16, 2019

It's virtually impossible to improve customer service without consistent feedback—that's the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian "conversation review" startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum.
Posted July 12, 2019

Integration brings together Five9's Intelligent Cloud Contact Center with Microsoft Teams to enable customer service agents to collaborate with experts. (Featured on DestinationCRM.com)
Posted July 12, 2019

Transcosmos has joined the Jasmy Initiative to use customer data securely while providing customers more control over their own data.
Posted July 10, 2019

CXsuccess customer services for CXone helps contact center leaders with ongoing business value realization and long-term success.
Posted July 02, 2019

Despite the many changes currently influencing the food service industry, the overall customer satisfaction score inched down only slightly to 78.9, dropping by less than 1 percent.
Posted June 28, 2019

Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019

Connected Customer Conversations weaves customer interaction channels together.
Posted June 27, 2019

Huddle is a cloud-native unified communications and contact center platform.
Posted June 27, 2019

Agent Assist is Comm100's artificial intelligence-powered virtual assistant for contact center agents.
Posted June 26, 2019

NovelVox's Cisco Finesse Mobile Agent 2.0 offers an enhanced user interface and advanced integrations.
Posted June 26, 2019

The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019

Last weekend was a tough one for Target, as its registers crashed nationwide. Nevertheless, the retailer handled the crisis effectively, demonstrating three lessons in crisis management.
Posted June 21, 2019

The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance.
Posted June 20, 2019

Updates to analytics, user experience, and email integration are among the capabilities included in the latest release.
Posted June 19, 2019

Coveo's AI-powered search and relevance technology is now integrated within ServiceNow. (Featured on DestinationCRM.com.)
Posted June 18, 2019

Bright Pattern and Toga Customer Services will power contact center digital transformation for Latin American companies.
Posted June 11, 2019

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019

The new Inbox brings tools and data into one place for more personalized support interactions.
Posted June 05, 2019

The solution pulls in data from different service channels and apps to deliver customer service on a single platform, enabling agents to bring greater context to customer relationships.
Posted May 31, 2019

The contact center software market is transitioning from traditional offerings to cloud and artificial intelligence-based offerings, according to a new report from Aragon.
Posted May 30, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization.
Posted May 16, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

AWS Service Delivery Program recognizes partners with customer experience and a deep understanding of specific AWS services.
Posted May 16, 2019

A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019

Sparkcentral's Virtual Agent Framework lets businesses blend live and virtual contact center agents.
Posted May 15, 2019

Talkdesk Agent Assist offers contact centers a tool to reduce agent effort through artificial intelligence.
Posted May 14, 2019

Pegasystems is acquiring digital messaging platform provider In The Chat. (Featured on DestinationCRM.com.)
Posted May 13, 2019

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019

NovelVox's new Finesse 12 Agent Desktop brings customer data to agents.
Posted May 09, 2019

Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019

There are already plenty of tasks that Alexa can do for users, but now there's one more—Alexa device owners can now use an audio command to contact the customer service department of Amazon's e-book company, Audible.
Posted April 29, 2019

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019

Artificial intelligence is the future of customer service, but it can alter consumer attitudes and behaviors, Jarno Duursma advises conference attendees.
Posted April 29, 2019

Ubiquity Global Services is opening a 300-seat contact center in Hanover Township, Pa.
Posted April 23, 2019

Trimble's mobile augmented reality tool connects remote experts with technicians in the field. (Featured on DestinationCRM.com.)
Posted April 23, 2019

Samsung's smart appliances require customer service providers to have a new skill set and be knowledgeable about servicing not only hardware but also software.
Posted April 22, 2019

New data from Clutch Research confirms the importance of incorporating a human touch in all customer service interactions.
Posted April 16, 2019

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users. (Featured on DestinationCRM.com.)
Posted April 16, 2019

Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.
Posted April 12, 2019

Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019

Mitel's portfolio further leverages the Google Cloud Platform as well as advanced artificial intelligence and analytics capabilities.
Posted April 10, 2019

The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019