Twilio Launches Flex Cloud Contact Center Platform

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Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.

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On the Verge of Bankruptcy, Sears Still Missing the Mark on Customer Service

Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.

Maria Minsker | Oct 12, 2018
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Google Acquires Onward, a Customer Service Chatbot Company

Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.

Maria Minsker | Oct 05, 2018
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CallQX Solution Lets Callers in Queue Select Their Own Music

CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.

Oct 04, 2018
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Agents Find Technology Unhelpful, Gartner Finds

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.

Maria Minsker | Sep 28, 2018
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NICE inContact Integrates CXOne with Salesforce Live Agent

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.

Sep 26, 2018
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Vonage to Acquire NewVoiceMedia

The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.

Sep 20, 2018
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Microsoft Launches AI and Mixed Reality Apps for Dynamics 365

Microsoft introduced Dynamics 365 AI for Customer Service, Dynamics 365 AI for Market Insights, Dynamics 365 AI for Sales, Dynamics 365 Remote Assist, and Dynamics 365 Layout ahead of its Ignite conference next week. (Featured on

Sep 19, 2018