Social Customer Service

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

Following its GoContact acquisition, Broadvoice is bringing the GoContact CCaaS solution to North America.
Posted January 11, 2023

Partnership combines Sitel's expertise in the digital CX services space with Sprinklr's Unified-CXM platform to deliver customer experiences across digital channels.
Posted January 11, 2023

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on DestinationCRM.com.)
Posted December 20, 2022

Clickatell's new chat solution lets travel companies communicate with customers via SMS, WhatsApp, and Apple Messages.
Posted December 07, 2022

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more.
Posted November 29, 2022

The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Posted November 29, 2022

Acute Market Research eyes growing adoption of chatbots among smaller companies through 2030. (Featured on DestinationCRM.com.)
Posted November 25, 2022

Sytel has made its Softdial Cloud contact center-as-a-service offering available to companies in Europe, Asia, and the Pacific.
Posted November 02, 2022

Salesforce Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022

Pega Infinity 8.8 includes enhancements to Pega Platform, Pega Customer Decision Hub, and Pega Customer Service. (Featured on DestinationCRM.com.)
Posted October 19, 2022

Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

Agora's new Chat SDK lets developers integrate real-time in-app chat capabilities into applications.
Posted October 12, 2022

Salesforce and Sprout Social customers can now manage all of their social customer care requests directly from within Service Cloud. (Featured on DestinationCRM.com.)
Posted September 13, 2022

CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022

SuccessKPI earns expanded security compliance to protect data and privacy requirements for contact centers worldwide.
Posted August 31, 2022

LivePerson strengthens CRM integration capabilities with Webex Calling support.
Posted August 30, 2022

Yosh.AI can now offer and deploy UJET and Google Cloud contact center solutions.
Posted August 25, 2022

Customers want to connect with companies the same way they message with friends and family, pushing organizations to integrate private and social messaging into their customer service channel mix.
Posted August 22, 2022

NICE has earned top-tier Microsoft Azure co-sell status with NICE CXone now available natively on Microsoft's Azure cloud platform.
Posted August 17, 2022

MarketsandMarkets has upped its projections for the worldwide contact center software market, which is expected to hit $35.2 billion this year.
Posted July 28, 2022

Microsoft's Digital Contact Center Platform combines technologies from its Dynamics CRM 365, Teams, Power Virtual Agents, Azure, and Nuance Communications lines.
Posted July 19, 2022

The Unbabel integration with Zendesk will enable customer service agents to instantly translate any conversation across messaging channels. (Featured on DestinationCRM.com.)
Posted July 19, 2022

NICE CXone innovations in the latest release include enhanced customer journey orchestration. (Featured on DestinationCRM.com.)
Posted July 07, 2022

Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022

Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022

The OneDirect acquisition strengthens Gupshup's suite of conversational tools with a unified, intelligent Agent Assist inbox.
Posted June 02, 2022

Technavio projects that the cloud contact center solutions market will expand 20 percent per year through 2026.
Posted June 01, 2022

Google provides a public cloud experience for customers to procure, deploy, and create value with Sprinklr's unified customer experience management platform. (Featured on DestinationCRM.com.)
Posted June 01, 2022

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers. (Featured on DestinationCRM.com.)
Posted May 20, 2022

The VillageDAO platform will help companies triage issues at scale by mobilizing community users into customer care squads.
Posted May 17, 2022

TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022

Integration brings together Twilio voice and SMS technology with Sprinklr Modern Care.
Posted May 12, 2022

Syniverse's CPaaS Concierge integrates with ConnectionsGT CPaaS to enable unified worldwide communication via WhatsApp Business Platform.
Posted May 03, 2022

Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022

Global Relay's latest release enables control and flexibility for the multichannel hybrid workplace.
Posted April 28, 2022

Talkdesk's Financial Services Experience Cloud for Insurance is purpose-built to unify customer journeys across policy servicing, claims, and new business.
Posted April 27, 2022

Qualtrics Social Connect provides a A single unified inbox for customer interactions over social media, messaging apps, email, and text.
Posted April 27, 2022

Sprinklr connects its Modern Care solution with Amazon Connect.
Posted April 26, 2022

Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

Khoros' 2022 Spring Innovation Release includes new AI for agents, expanded channels for engagement, and predictive workflows. (Featured on DestinationCRM.com.)
Posted April 12, 2022

The latest version of Conversation Assist includes an enhanced recommendation engine. (Featured on DestinationCRM.com.)
Posted April 11, 2022

Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022

Talkdesk has expanded its Talkdesk On The Go suite with mobile apps for collaboration and scheduling.
Posted March 23, 2022

Google's latest addition to Contact Center AI reimagines the customer experience through full end-to-end platform expansion.
Posted March 21, 2022

Integration allows Cresta customers to connect into the Five9 customer engagement platform and Five9 customers to implement Cresta's real-time intelligence layer.
Posted March 18, 2022

8x8 Agent Workspace offers contact queuing and handling features, while Conversation IQ offers AI-driven agent coaching and performance management.
Posted March 17, 2022