NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019
Sparkcentral's Virtual Agent Framework lets businesses blend live and virtual contact center agents.
Posted May 15, 2019
As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones.
Posted May 10, 2019
3CLogic has introduced an omnichannel integration with ServiceNow Digital Workflows and Agent Workspace.
Posted May 08, 2019
Serenova's partnership with Key IVR helps companies meet regulatory requirements and keep sensitive customer data safe. (Featured on DestinationCRM.com.)
Posted May 02, 2019
Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019
When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain. (Featured on DestinationCRM.com.)
Posted April 29, 2019
Genesys PureEngage, PureConnect, and PureCloud platforms are being integrated with Google Cloud Contact Center AI.
Posted April 11, 2019
Consumers and businesses that have trouble reaching Facebook for customer support may be surprised to find out that a possible reason for the delay is because the customer service team is busy solving issues for priority customers—employees' friends.
Posted March 29, 2019
The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019
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