Mobile Customer Service

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.
Posted June 13, 2017

Just a week after debuting intelligence assistant Nina's on the Amazon Alexa platform, the company is adding virtual assistant and asynchronous chat innovations to its Digital Engagement Platform.
Posted June 12, 2017

The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences. (Featured on DestinationCRM.com.)
Posted June 05, 2017

Bright Pattern's Integration with Telegram brings messaging to its cloud-based contact center platform.
Posted May 31, 2017

Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.
Posted May 26, 2017

Support personnel can remotely assist customers with a live view of their iOS, Android, and other device screens.
Posted May 24, 2017

In-app messaging is the latest step in the evolutionary cycle of customer service, but it is by far the best we have so far.
Posted May 23, 2017

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.
Posted May 19, 2017

The move expands Zendesk's product portfolio for customer communications.
Posted May 04, 2017

New features enable video, audio, and screen sharing capabilities.
Posted May 02, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

The Aspect NLU Lab will advance the design and use of chatbots in customer service.
Posted April 27, 2017

Talkdesk is expanding its cloud contact center capabilities through an app marketplace.
Posted April 26, 2017

Among customer service platform provider Zendesk's claims to fame are the company's embeddables—software development kits (SDKs) for Web and mobile environments that enable elements of customer service to be easily added to online customer experiences. Now the company is taking its solutions to app development platform Fabric (which Google recently acquired from Twitter) with a Zendesk kit that includes these embeddable solutions.
Posted April 21, 2017

Zang Workflow features a drag-and-drop development environment for creating smart communication apps and workflows.
Posted April 19, 2017

The communications platform-as-a-service provider has opened up its application programming interfaces to allow developers to add communications functions to any mobile and web app.
Posted April 19, 2017

Technology allows sharing of visual and other data in real time during calls.
Posted April 19, 2017

Real-time messaging platform BBB now" gives businesses a simple, direct way to engage with customers on mobile devices.
Posted March 29, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

The Zappix healthcare Visual IVR combines visual and voice service via smartphone.
Posted March 09, 2017

Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments. (Featured on DestinationCRM.com.)
Posted March 02, 2017

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017

SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Posted February 13, 2017

Recent Cloud Phone updates also include enhancements to the admin interface design and user experience.
Posted February 08, 2017

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