OpenMarket's Mobile Engagement Platform has uses for contact centers, marketing, and employee collaboration.
Posted December 10, 2015
The difference in memorable customer experiences is the employees with whom consumers interact.
Posted December 10, 2015
Promero plans to leverage Enghouse Interactive's Contact Center: Service Provider (CCSP) 7.2 software for its Promero Call Center Omni Channel solution.
Posted December 10, 2015
The partnership will address staffing allocation and extend appointment analytics into workforce optimization for retail banks.
Posted December 09, 2015
Changes include new systems integrator and telco/carrier programs and enhancements to simplify partner engagement.
Posted December 08, 2015
Vidyo's video communications platform is now available to Genesys customers through an integration with the Genesys omnichannel customer experience platform.
Posted December 08, 2015
Thje U.S. patent covers call routing over IP communications.
Posted December 03, 2015
United Airlines plans to equip customer service representatives in its U.S. hubs with Apple's iPhone 6 Plus, enabling them to meet customers' needs more quickly while having access to additional operational information at their fingertips.
Posted December 02, 2015
European customers will show greater preference for technology-based services than agent-based services, finds Frost & Sullivan.
Posted December 02, 2015
Leadership announcement aligns customer experience to a new executive position.
Posted December 01, 2015
Micrososft Outlook users can create customer support tickets right from within the Office 365 email client.
Posted November 18, 2015
Bright Pattern updated its call center software that extends Zendesk's cloud-based customer service platform with omnichannel cloud contact center capabilities.
Posted November 18, 2015
UserCare Software helps mobile app publishers add real-time customer service and customer relationship management within their apps.
Posted November 16, 2015
The global market for cloud-based contact centers is expected to surge from its current level of $4.68 billion to $14.71 billion by 2020, according to MarketsandMarkets research.
Posted November 12, 2015
HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand.
Posted November 11, 2015
Research from Frost & Sullivan found that Asian contact centers are auickly adopting multichannel, cloud-based applications.
Posted November 11, 2015
The contact center and office headset market is poised to double by 2021.
Posted November 05, 2015
3CLogic has added multichannel capabilities in its latest release.
Posted November 05, 2015
Kampyle's NebualCX lets companies see, share, and act on customer feedback.
Posted November 04, 2015
Patents relate to the company's callback technology.
Posted November 04, 2015
Patent improves how customers search and locate customer service via the Web.
Posted November 03, 2015
The integration brings remote support and chat functionality to Heat's platform.
Posted November 03, 2015
MX Version 11 blends Web chat and voice functionality in the same system.
Posted November 03, 2015
Adaptive WFO enables companies to create personalized customer experiences based on agent personas.
Posted November 02, 2015
Technology solutions will drive differentiation and growth for Business Process Outsourcing providers, says Frost & Sullivan.
Posted October 29, 2015
Engage, Macaw Speech, StatSocial, Opentopic, Vennli, and Domus Semo Sancus are building apps that rely on Watson's cognitive computing capabilities. (Featured on DestinationCRM.com.)
Posted October 27, 2015
Talkdesk Talkstart helps startups to create call centers for their sales and support teams.
Posted October 27, 2015
New features of Verint EFM make it easier to launch and manage customer surveys across multiple platforms. (Featured on DestinationCRM.com.)
Posted October 23, 2015
Transera Call Center for Salesforce creates call center management capabilities from within Salesforce.
Posted October 22, 2015
Smart Chat is a hosted solution for Web and mobile customer support.
Posted October 22, 2015
Zappix Visual IVR expands API support for greater voice IVR integration.
Posted October 21, 2015
The all-stock deal is valued at $22.5 million.
Posted October 20, 2015
The $45 million acquisition brings BIME Analytics to Zendesk's customer data platform.
Posted October 14, 2015
The Zendesk Apps Marketplace now offers LiveOps telephony integration.
Posted October 14, 2015
New feature allows businesses to embed Webcam video directly into support tickets.
Posted October 14, 2015
New features deliver greater insights into call center operations and improved management capabilities.
Posted October 09, 2015
Posted September 30, 2015
New cloud service designed to help contact centers accelerate business impact, deliver consistent outcomes, and innovate the customer and agent experience.
Posted September 30, 2015
The fall 2015 release of inContact's Cloud Customer Interaction Platform includes greater integrations and multichannel capabilities.
Posted September 30, 2015
ComputerTalk brings its latest Intelligent Communications Exchange (ice) contact center software to the Microsoft Enterprise Cloud Alliance.
Posted September 29, 2015
Posted September 28, 2015