Sparkcentral brings advanced customer care conversations to the Hootsuite platform. (Featured on DestinationCRM.com.)
Posted January 06, 2021
Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting.
Posted December 09, 2020
Ada's Social Channels features let users build once and deploy across WhatsApp and Facebook, with other channels to follow.
Posted December 04, 2020
Zendesk will provide enhanced customer conversations on WhatsApp, Facebook Messenger, and Instagram directly within Zendesk. (Featured on DestinationCRM.com.)
Posted November 10, 2020
Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform.
Posted October 19, 2020
Businesses can now handle Instagram Messaging requests at scale with Zendesk.
Posted October 19, 2020
Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020
The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020
Lifesize's integration with Omilia brings conversational AI and voice biometrics to the Lifesize CxEngage contact center platform.
Posted October 14, 2020
Sytel Softdial is a multimedia, multitenant, and fully blended contact center platform.
Posted July 02, 2020
Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020
CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020
This new integration empowers sales and support agents to reply directly to messages from Facebook users within the CallTrackingMetrics app. (Featured on DestinationCRM.com.)
Posted May 15, 2020
Five9 Digital Engagement includes more than 45 features for digital customer interactions.
Posted May 13, 2020
Five9's new packaged applications are built on the Whendu platform and cover workflow automation. (Featured on DestinationCRM.com.)
Posted May 07, 2020
AT&T AT&T Cloud Contact Center features technology from Five9 and AT&T's voice and collaboration tools. (Featured on DestinationCRM.com.)
Posted May 05, 2020
The integration extends Freshworks' omnichannel experience to allow teams and customers to collaborate and communicate via the popular messaging platform. (Featured on DestinationCRM.com.)
Posted April 29, 2020
Inbox.ai combines artificial intelligence with most popular messaging channels.
Posted March 10, 2020
Zendesk's new product suites democratize service and sales software and provide additional insights to sales and support personnel. (Featured on DestinationCRM.com.)
Posted March 04, 2020
Companies can now access Genesys' cloud customer experience platform through Amazon Web Services
Posted February 27, 2020
Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes. (Featured on DestinationCRM.com.)
Posted February 25, 2020
LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS.
Posted December 11, 2019
Its acquisition of Teckst expands LiveVox's omnichannel engagement capabilities.
Posted December 11, 2019
Helpshift + Amazon Connect powers connected customer conversations across phone and messaging.
Posted November 20, 2019
Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)
Posted November 19, 2019
Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)
Posted November 18, 2019
SightCall enables customers to escalate chatbot conversations to live visual support sessions. (Featured on DestinationCRM.com.)
Posted November 18, 2019
TTEC and LivePerson combine technology and services to offer digital engagement, messaging and AI solutions.
Posted November 06, 2019
Asynchronous messaging apps will help your business retain customers and preserve your agents' sanity.
Posted November 05, 2019
NICE inContact's CXone Fall 2019 release helps companies reach more customers on more channels.
Posted October 30, 2019
Online communities can be the key to richer customer success, but they need to be active. Here are a few ideas to help make that a reality.
Posted October 29, 2019
NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019
While social media success is often defined in marketing terms, benchmarking your social channels can reveal how the platforms are impacting the customer experience beyond just engagement and reach.
Posted October 21, 2019
Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019
Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019
Claro is now a reseller of Talkdesk's omnichannel contact center offerings.
Posted October 17, 2019
LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019
Sparkcentral's Cross-Channel Conversation History feature provides contact center agents with an unbroken view of a contact's conversation history across all digital channels.
Posted October 10, 2019
Gather offers peer-based customer support, while Sunshine Conversations enables social media interactions. (Featured on DestinationCRM.com.)
Posted October 03, 2019
KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019
Acqueon Engagement has been added to NICE inContact CXexchange to help sales, marketing, and service organizations engage with customers.
Posted October 03, 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
As customer service channels blend, agents need to be trained on multiple channels and information needs to be carried from one channel to the next.
Posted September 23, 2019
Successful customer communities share some common elements.
Posted September 13, 2019
Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019
Integration makes Sparkcentral's messaging solutions available on the Freshworks Marketplace for Freshdesk.
Posted August 28, 2019
Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging.
Posted August 07, 2019
Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp.
Posted August 07, 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
Quiq works by integrating multiple messaging tools into businesses' websites and apps, including SMS, Apple Messages, Twitter, Facebook Messenger, web chat, Kik, and Google's RCS-based RBM.
Posted August 02, 2019