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Technology
Conviva for Service Cloud Now Available on Salesforce AppExchange
With Conviva for Service Cloud, publishers can now deliver relevant streaming performance data into the hands of agents.
Posted October 13, 2021
Bright Pattern Partners with Dataseti on ITSM Communication Solutions
Bright Pattern's Omnichannel Communication Interaction Platform enables digital transformation, AI-powered automation, and remote service desk capabilities.
Posted February 18, 2021
Sand Studio Introduces Remote Support for Customer Service Teams
Remote Support includes an AR camera, screen sharing, and real-time voice chat in one app. (Featured on
DestinationCRM.com
.)
Posted June 03, 2020
The State of Customer Service Automation 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
LG Introduces AI-Powered Customer Care Service
LG's new Proactive Customer Care blends human understanding with artificial intelligence.
Posted September 04, 2019
teleNetwork Has Rebranded as OneSupport
Technical support provider teleNetwork changes its name to OneSupport to better reflect what it does. (Featured on
DestinationCRM.com
.)
Posted April 09, 2019
Squelch Raises $12 Million to Connect Siloed Customer Service Platforms
With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019
Everise Acquires Trusource Labs and Rolls It into the C3 Portfolio
Acquisition provides Everise and C3 with Internet of Things (IoT) customer service capabilities.
Posted December 05, 2018
AI-Powered Customer Service Platform Afiniti Raises $130 Million in Series D Funding
Largely flying under the radar, artificial intelligence-powered customer service platform Afiniti has quietly raised $130 million in series D funding for its technology, which uses AI and behavioral pairing to connect customer callers and agents.
Posted October 26, 2018
Nuance’s Cognitive Arbitrator Connects AI Platforms for More Streamlined Self-Service
Nuance Communications has debuted an artificial intelligence-powered cognitive arbitrator, which will connect and integrate virtual assistants with third-party service providers through an interface that works across the automotive, smart-home, and Internet of Things (IoT) spaces.
Posted January 05, 2018
Atlassian Adds Capabilities to JIRA Service Desk
Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.
Posted October 12, 2016
Self-Service or Live Support? It’s Not a Question of Either/Or, It’s When and How
The complex nature of technology innovation requires a balanced approach to customer support.
Posted May 03, 2016
Post-Purchase Customer Support is Essential for Brands in 2016
Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016
Support.com Enhances Nexus Guided Paths
Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015
5 Tips IT Agents Need to Handle Unhappy Customers
Tech support representatives can often face a barrage of disgruntled customers. Here are some tips to alleviate stress for you and them.
Posted March 28, 2014
Salesforce.com Debuts Salesforce1 CRM Platform
New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013
Microsoft Taps Gold Systems
Vonetix 7 Voice solution will serve as the new UC platform for Microsoft customer support.
Posted August 26, 2013
Avangate Debuts Customer Centric Commerce Solution
Product targets software and cloud services businesses.
Posted June 25, 2013
ASC Survey: Customer Satisfaction with Subscription TV Improves, ISPs Debut at Bottom of Index
Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013
Tech Companies Abandon Phone Support
Don't bother calling Square.The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley-area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora, in eliminating the phone as a customer support channel. But is abandoning the telephone for low-cost online channels the right move for your organization?
Posted April 15, 2013
Apple, HP Rate Highly With Consumers
New research evaluates the computer customer experience.
Posted April 08, 2013
How Collaboration Is Impacting Support Operations…and the Customer Experience
Posted March 11, 2013
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