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Mobile Customer Service
Avaya Tightens Ties With Salesforce.com’s Service Cloud
Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017
Support.com Announces SeeSupport for Real-Time, Remote Visual Support
SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix.
Posted February 14, 2017
Salesforce Adds Einstein to Service Cloud
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
Voxox Cloud Phone Introduces Two-Way SMS for Toll-Free Numbers
Recent Cloud Phone updates also include enhancements to the admin interface design and user experience.
Posted February 08, 2017
Zappix Integrates Its Visual IVR Builder with Twilio
The Zappix Visual IVR offering helps users build an integrated cloud IVR and Visual IVR experience with Twilio IVR integration.
Posted January 19, 2017
Confirmit Launches AskMe Mobile Surveying App
AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017
Olark Live Chat Integrates with Front
Olark and Front users can now attach customer conversations to customer records.
Posted December 19, 2016
Nuance Launches Nina ID 2.0
Nina ID 2.0 brings multifactor biometrics security to Nuance's virtual assistant for customer service.
Posted December 14, 2016
Virtual Hold Technology Updates Its Callback Option
A cloud-based deployment model extends callback technology across voice, digital, and mobile channels.
Posted December 13, 2016
Salesforce.com Adds LiveMessage to Service Cloud
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
How to Differentiate with Excellent Mobile Customer Service
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
Video As a Customer Service Tool?
Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016
eLoyalty Offers Experience and Experience+ Contact Center Solutions
eLoyalty's newest solutions offer enterprise-class cloud technologies for midsized businesses.
Posted November 02, 2016
LiveWorld Launches Chatbots Management Tool
LiveWorld's application helps companies manage chatbots with automated connections to live agents.
Posted October 18, 2016
Voxox Adds Two-Way Business Texting
Voxox Cloud Phone adds complimentary two-way business texting across the U.S. and Canada.
Posted October 06, 2016
4 Tips for Offering Timely Chat
Live chat for customer service takes careful planning and a solid commitment.
Posted September 27, 2016
Avaya Launches IP Office 10
IP Office 10 increases security and resiliency and enhances the user experience.
Posted August 31, 2016
Jacada Becomes a Cisco Preferred Solution Partner
Jacada's Visual IVR is certified for use with the Cisco Unified Customer Voice Portal.
Posted August 30, 2016
Centricient Releases Messaging App
Centricient announces Messaging for enterprise customer service.
Posted August 23, 2016
Flok Launches AI Chatbots
Flok's AI chatbots let local businesses and consumers connect in new ways.
Posted July 26, 2016
Zendesk Launches Automatic Answers for Contact Centers
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 Launches Chatbot Development Platform
Inbenta's Chatbot Development Platform enables businesses to deploy artificial intelligence customer support for Web sites, Facebook Messenger, and Skype.
Posted July 13, 2016
TeleTech Introduces Second Major Release of Cisco-Based Contact Center Solution
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
Confirmit Releases Version 20 of Horizons Platform
Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016
CafeX Adds Three Omnichannel Solutions
CafeX's new products help contact centers create live omnichannel interactions within mobile and Web applications.
Posted June 30, 2016
Avaya Launches Aura Experience Portal 7.1
Avaya Aura 7.1 has been integrated into Avaya Breeze to further enable communications through mobile and Web apps.
Posted May 26, 2016
Sparkcentral Announces Platform Enhancements, Partnerships, and Enterprise Integrations
Sparkcentral adds CRM and workforce management connectors, strategic partnerships to help companies run social and mobile customer service.
Posted May 24, 2016
Zappix Integrates Its Visual IVR with Salesforce.com
Integration of Visual IVR with Salesforce.com's customer service platform offers users more information access.
Posted May 20, 2016
Natterbox Lets Users Control Phone Apps within Salesforce.com
Voice cloud providerNatterbox is offering self-service telephony within Salesforce.com.
Posted May 19, 2016
The Theory of Customer Service and Balancing Out the Information Advantage
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
Accenture Partners with IPsoft to Launch Amelia Practice.
Initial practice focus is to deploy virtual agent technology for clients in the banking, insurance, and travel industries.
Posted May 16, 2016
Zendesk Launches an SMS Channel
With Zendesk SMS, companies can send and receive text messages through Zendesk.
Posted May 13, 2016
Numonix Releases Recite Mobile Call Recording
Numonix Recite Mobile Call Recording automatically records all incoming and outgoing mobile calls. (Featured on
Posted May 04, 2016
RevTwo Brings In-App Support to Android
RevTwo's In-App Support Platform now available for Android mobile phone developers for free.
Posted April 29, 2016
GreenKey to Launch Instant Messenger Aggregator
Instant Messenger Aggregator will work with popular third-party IM platforms like Yahoo, WhatsApp, WeChat, and AOL.
Posted April 14, 2016
Proactive Outbound Communications: Another Way to Improve Customer Satisfaction
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 to Launch Unified Customer Experience Solution
Verizon's Unified Customer Experience will enable companies to connect with customers via Web chat, phone, mobile, or email.
Posted March 08, 2016
Interactive Intelligence Named Advanced Technology Partner by Amazon Web Services
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 Networks Launches OfficeSuite Connector for Salesforce
Broadview's OfficeSuite Connector is now available on the Salesforce.com App Exchange.
Posted February 25, 2016
Freshdesk Launches Hotline.io for In-App Mobile Customer Support
Hotline offers in-app messaging, rich campaigns, and FAQs for mobile apps.
Posted February 25, 2016
TouchCommerce Releases TouchSMS
TouchSMS enables live chat and other personalized engagements within native mobile text messaging.
Posted February 24, 2016
Aspect Releases CXP 15 Development Environment for Self-Service Applications
Improved visual developer tools enable faster, easier self-service application development.
Posted February 11, 2016
OpenMarket Introduces Global Partner Program
Program aims to deliver solutions that empower organizations to provide better customer service via SMS.
Posted February 10, 2016
Salesforce.com Expands Its Service Cloud Footprint
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 Introduces Auto Response for Customer Support
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
Post-Purchase Customer Support is Essential for Brands in 2016
Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016
CafeX Partners with CCT for Unified Communications and Contact Center Solutions
CafeX signs CCT as its first German partner to gain a foothold in central Europe.
Posted January 21, 2016
Utilities That Communicate with Customers Score Points in J.D. Power Study
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 Integrates Its CAKE Platform with DialogTech
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
NICE Engage Platform Integrates with Microsoft's Skype for Business
The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system. (Featured on
Posted January 04, 2016
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