Social Customer Service

Inference Studio 6.0 supports Google Dialogflow NLP and IBM Watson Tone Analyzer. (Featured on DestinationCRM.com.)
Posted March 12, 2019

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device.
Posted February 28, 2019

Customer service teams can now respond to and engage with customers at scale in real time on the popular photo sharing app.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

BookingBug's latest integrations expand the platforms that companies can use to communicate with and get feedback from customers. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Conduent's collaboration with Microsoft expands the delivery of enterprise cloud offerings. (Featured on DestinationCRM.com.)
Posted February 26, 2019

The partnership will bring messaging to the contact center.
Posted February 11, 2019

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019

In the America's Best Customer Service 2019 report compiled by Newsweek and Statista, Chick-fil-A beat out runner-up Sonic and Arby's, which came up third.
Posted February 01, 2019

The messaging app is rolling out three new features for brands to use through their desktop—quick replies, labels, and chat list filtering.
Posted January 25, 2019

During the next five years, the IVA market will achieve a 37 percent CAGR.
Posted January 02, 2019

LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

The integration between Sprout Social and HubSpot will help bridge the gap between companies' marketing and customer care teams. (Featured on DestinationCRM.com.)
Posted November 15, 2018

The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018

RingCentral also launched a unified mobile app and new integrations to expand its communications and collaboration platforms.
Posted November 14, 2018

NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018

The Community Platform provides a forum for customers to connect with fellow users, experts, and developers.
Posted November 09, 2018

ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018

The integration allows Amazon Connect to dip into Kustomer's data set to pull up customer information before agents take the call.
Posted October 31, 2018

CXone becomes a key part of Unisys' omnichannel service desk solution.
Posted October 25, 2018

Vonage has integrated its Business Inbox feature with Facebook Messenger,
Posted October 25, 2018

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018

The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018

Converseon's language models provide machine learning around social media listening intelligence. (Featured on DestinationCRM.com.)
Posted October 16, 2018

By acquiring cusomer engagement platform provider Dimelo, RingCentral can help customers speed up their digital transformation.
Posted October 12, 2018

The acquisition of FriendlyData allows ServiceNow users to ask their queries in natural language. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Altitude Software will embed eGain's AI and Knowledge Management into its Xperience Suite. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Acqueon's integration will deliver an outbound communication solutions with real-time compliance, multichannel orchestration, and advanced analytics built natively to Amazon Connect.
Posted September 28, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

Verint has joined the Microsoft One Commercial Partner Program and is extending its recording solution for Microsoft Skype for Business and Microsoft Teams.
Posted September 26, 2018

Earlier this summer, Facebook introduced a new WhatsApp Business API in an effort to enable businesses to communicate with consumers using the Facebook-owned messaging app. Now, companies including Uber, Netflix, and about 100 others are leveraging the API to deliver customer service via the app.
Posted September 14, 2018

In an effort to offer new services to users, such as fraud alerts, Facebook is seeking access to users' banking data and has asked large U.S. banks to share detailed financial information about their customers, including card transactions and checking-account balances.
Posted September 07, 2018

[24]7.ai and KPMG align to bring intent-driven customer engagement solutions to large enterprises.
Posted August 29, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

The conversational capabilities aim to provide the agent with emotional intelligence.
Posted August 22, 2018

Avtex and Adapt are positioned to deepen services in the customer experience arena. (Featured on DestinationCRM.com.)
Posted August 21, 2018

The technology is on pace for 24.1 percent compounded annual growth, Mordor Intelligence concluded.
Posted August 07, 2018

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018

Google Cloud's Contact Center AI combines multiple artificial intelligence products to help companies improve the customer service experience and the productivity of their contact centers.
Posted July 25, 2018

Chatbox Instant Apps facilitate the dynamic exchange of rich, structured data within messaging streams.
Posted July 18, 2018

Brand Embassy and Talkdesk form partnership to provide an omnichannel platform for customer service.
Posted July 11, 2018

Service Cloud Einstein combines CRM data, artificial intelligence, and guided processes.
Posted July 11, 2018

Conversation.one's platform helps banks and credit unions build conversational interfaces for customer interactions.
Posted June 13, 2018

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018

Amazon has recently taken a tough stance on customers that return items to the e-commerce giant too frequently. How do customers feel about it? Here's a sampling. (Featured on DestinationCRM.com.)
Posted May 25, 2018

eGain Solve for Amazon Connect powers connected customer experiences across more touchpoints.
Posted May 22, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite.
Posted May 17, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for IVR and omnichannel self-service solutions.
Posted May 11, 2018