Mobile Customer Service

The Zappix Visual IVR offering helps users build an integrated cloud IVR and Visual IVR experience with Twilio IVR integration.
Posted January 19, 2017

AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017

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

Nina ID 2.0 brings multifactor biometrics security to Nuance's virtual assistant for customer service.
Posted December 14, 2016

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

We live in an era where messaging programs have overtaken phone calls for personal interactions, so why shouldn't companies be able to interact with their customers the same way? This question was the impetus for LiveMessage, announced today by Salesforce.com as a new addition to its Service Cloud. LiveMessage allows companies to engage with customers using the messaging platform of their choice, including SMS, text, and Facebook Messenger.
Posted December 13, 2016

Mobile offers a lot of big-time benefits to customer service, but CX leaders will need to build the business case.
Posted December 02, 2016

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

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

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

Voxox Cloud Phone adds complimentary two-way business texting across the U.S. and Canada.
Posted October 06, 2016

Live chat for customer service takes careful planning and a solid commitment.
Posted September 27, 2016

IP Office 10 increases security and resiliency and enhances the user experience.
Posted August 31, 2016

Jacada's Visual IVR is certified for use with the Cisco Unified Customer Voice Portal.
Posted August 30, 2016

Centricient announces Messaging for enterprise customer service.
Posted August 23, 2016

Flok's AI chatbots let local businesses and consumers connect in new ways.
Posted July 26, 2016

Zendesk has launched Automatic Answers, a feature powered by machine learning to help customers solve their inquiries without having to go through contact center agents. Companies can embed the technology right into their Web sites or mobile apps.
Posted July 13, 2016

Inbenta's Chatbot Development Platform enables businesses to deploy artificial intelligence customer support for Web sites, Facebook Messenger, and Skype.
Posted July 13, 2016

eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. This is the second major release of the product, which uses the Cisco Unified Contact Center for Enterprise (UCCE) as its base, for 2016.
Posted July 06, 2016

Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016

CafeX's new products help contact centers create live omnichannel interactions within mobile and Web applications.
Posted June 30, 2016

Avaya Aura 7.1 has been integrated into Avaya Breeze to further enable communications through mobile and Web apps.
Posted May 26, 2016

Sparkcentral adds CRM and workforce management connectors, strategic partnerships to help companies run social and mobile customer service.
Posted May 24, 2016

Integration of Visual IVR with Salesforce.com's customer service platform offers users more information access.
Posted May 20, 2016

Voice cloud providerNatterbox is offering self-service telephony within Salesforce.com.
Posted May 19, 2016

An information balance of zero constitutes a state where neither the business nor the customer has a need to reach out to each other.
Posted May 17, 2016

Initial practice focus is to deploy virtual agent technology for clients in the banking, insurance, and travel industries.
Posted May 16, 2016

With Zendesk SMS, companies can send and receive text messages through Zendesk.
Posted May 13, 2016

Numonix Recite Mobile Call Recording automatically records all incoming and outgoing mobile calls. (Featured on SpeechTechMag.com.)
Posted May 04, 2016

RevTwo's In-App Support Platform now available for Android mobile phone developers for free.
Posted April 29, 2016

Instant Messenger Aggregator will work with popular third-party IM platforms like Yahoo, WhatsApp, WeChat, and AOL.
Posted April 14, 2016

Proactive messaging that is highly personal can deliver relevant information in a timely manner and via the mode preferred by each customer.
Posted March 22, 2016

Verizon's Unified Customer Experience will enable companies to connect with customers via Web chat, phone, mobile, or email.
Posted March 08, 2016

Amazon Web Services (AWS) has named Interactive Intelligence Group, a provider of cloud services for customer engagement, collaboration, and communications, as an Advanced Technology Partner in the AWS Partner Network (APN).
Posted March 01, 2016

Broadview's OfficeSuite Connector is now available on the Salesforce.com App Exchange.
Posted February 25, 2016

Hotline offers in-app messaging, rich campaigns, and FAQs for mobile apps.
Posted February 25, 2016

TouchSMS enables live chat and other personalized engagements within native mobile text messaging.
Posted February 24, 2016

Improved visual developer tools enable faster, easier self-service application development.
Posted February 11, 2016

Program aims to deliver solutions that empower organizations to provide better customer service via SMS.
Posted February 10, 2016

Salesforce.com yesterday introduced the next generation of its Customer Success Platform, Salesforce Lightning, and previewed its product strategy for the first half of the year. Included in those plans is an upgrade to Service Cloud Lightning, the company's unified customer service platform and ecosystem.
Posted February 03, 2016

Wise.io, a provider of machine learning applications to help enterprises provide better customer experiences, today launched Wise Auto Response, an intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of incoming tickets and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address customer issues without involving agents.
Posted January 27, 2016

Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016

CafeX signs CCT as its first German partner to gain a foothold in central Europe.
Posted January 21, 2016

Businesses are substantially more satisfied with their electricity providers this year, reaching an eight-year high, despite having to call their service providers twice as often and having their issues resolved significantly less often then residential customers, according to the latest J.D. Power 2016 Electric Utility Business Customer Satisfaction Study.
Posted January 13, 2016

Accelerize and its digital marketing software division CAKE yesterday announced a partnership and technology integration with DialogTech, a provider of end-to-end call attribution and conversion platforms for marketing and customer service.
Posted January 08, 2016

The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system. (Featured on DestinationCRM.com.)
Posted January 04, 2016

Emergency preparedness solutions company Rave Mobile Safety has seen particular success with its Smart911 national safety service. The platform aims to assist 9-1-1 dispatchers in their decisions and cut response times. The service has seen statewide implementation in Arkansas, Delaware, and several other states.
Posted December 29, 2015

Freshdesk's latest acquisition expands its omnichannel customer support offerings.
Posted December 16, 2015

Consumer trends give small and midsized businesses new tools to drive better customer service.
Posted December 16, 2015

Customer service agents using SAP Cloud for Customer can now engage people on chat apps like WeChat and Viber.
Posted December 14, 2015