Social Customer Service

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

Incident management, swarming in Slack, omnichannel routing in Flow, and extended contact center capabilities round out the new offerings. (Featured on DestinationCRM.com.)
Posted September 09, 2021

Conversocial gives Verint added social and messaging channels and conversational AI capabilities. (Featured on DestinationCRM.com.)
Posted August 10, 2021

Emplifi has added support options to its Email Virtual Assistant and Social Messenger. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Alida's Summer 21 product release includes more than 100 integrations and advanced analytics. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Vonage Contact Center for Salesforce Service Cloud Voice brings automation, intelligence, and global calling capability to Service Cloud Voice.
Posted June 28, 2021

Gain Cloud achieves HITRUST certification for managing information security risks. (Featured on DestinationCRM.com.)
Posted June 08, 2021

Cisco features make it possible for employees to collaborate and communicate from anywhere. (Featured on DestinationCRM.com.)
Posted June 08, 2021

Partnership allows DialAmerica customers to adopt ENACOMM technologies via its digital gateway while ENACOMM customers gain on-demand contact center support. (Featured on DestinationCRM.com.)
Posted June 08, 2021

AVANT has been named a UJET Master Agent Partner. (Featured on DestinationCRM.com.)
Posted June 08, 2021

LogMeIn is enhancing its Rescue Live Guide co-browse technology with two-way voice and video capabilities.
Posted June 02, 2021

Social media management vendors market themselves as end-to-end CX solutions, but real customer engagement requires in-depth interaction these platforms simply can't accommodate at scale.
Posted May 11, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021

Bright Pattern has integrated its contact center solutions with Microsoft Teams, Dynamics, and Azure.
Posted February 16, 2021

The Syniverse CPaaS Concierge is a cloud-based, omnichannel communications offering.
Posted February 05, 2021

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

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