Social Customer Service

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

The chatbot platform integrates data and location information into leading messaging software for customer support.
Posted May 09, 2018

Progress' conversational UI components for Telerik and Kendo UI enable .NET and JavaScript developers to create modern chatbot experiences.
Posted May 09, 2018

At its annual F8 developer conference this week, Facebook announced some key updates to Messenger, which it has increasingly positioned as a tool for companies to connect with consumers, primarily for customer service.
Posted May 04, 2018

24-7 Intouch, a customer service solutions provider, has launched a new technology division called Laivly.
Posted May 04, 2018

The artificial intelligence-powered omnichannel contact center solution integrates with IFS Field Service Management (FSM), IFS Applications, and third-party software.
Posted May 04, 2018

HelpSocial has integrated its social media customer care platform with Genesys' Customer Experience Platform.
Posted May 02, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

Verint's new comprehensive compliance capabilities are powered by automation.
Posted April 25, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.
Posted March 02, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.
Posted February 02, 2018

When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018

Cloud-based customer engagement solution provider eGain has announced an integration with Facebook Messenger. Moving forward, it will enable consumers to initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger.
Posted January 12, 2018

Social metrics need to revolve around strategies, people, processes, and technologies.
Posted January 04, 2018