Mobile Customer Service

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

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