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Articles: Customer Service/Call Centers
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
.CX lets companies customize their contact center operations. (Featured on SmartCustomerService.com.)
Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content. (Featured on SmartCustomerService.com.)
Marchex has updated its Call DNA interface to accept more inputs and feedback. (Featured on SpeechTechMag.com.)
The Pega Platform got an update aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction. (Featured on SmartCustomerService.com.)
Strong reputations are created inside an organization and extend outwards, speakers agreed.
The integration allows service teams to support customers via text messaging using their existing business numbers. (Featured on SmartCustomerService.com.)
Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships. (Featured on SmartCustomerService.com.)
The platform aims to help organizations unify and manage customer and employee communications in one place to improve the customer experience.
Cyara Velocity links customer experience design to testing and monitoring. (Featured on SmartCustomerService.com.)
Seamlessly integrated CRM and e-commerce can unlock tremendous value, driving efficiency, superior customer service and experience, and sales growth.
According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions. (Featured on SmartCustomerService.com.)
NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software. (Featured on SmartCustomerService.com.)
New version delivers enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics.
The latest NICE Workforce Management solution leverages artificial intelligence to improve forecasting and usability. (Featured on SmartCustomerService.com.)
Helpshift Web Chat includes an army of pre-configured chatbots for a number of customer support functions. (Featured on SmartCustomerService.com.)
HubSpot's new Customer Hub product suite highlights the company's expansion into customer service and support.
Genesys has made its PureEngage contact center solution available to Oracle Cloud Infrastructure users and integrated it with most of Oracle's software solutions. (Featured on SmartCustomerService.com.)
Nuance Customer Service Messaging brings together real-time and asynchronous communications across mobile channels. (Featured on SmartCustomerService.com.)
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