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Articles: Customer Service/Call Centers
New capabilities are added to Pega 7 to increase productivity and deepen engagement.
Jacada has joined the Interactive Intelligence Global Alliance Program.
The acquisition of assets from Quality Software Corporation to bring a cloud-native suite of contact center quality management capabilities to the enterprise.
The integration allows contact center agents to instantly translate customer communications in multiple languages.
Upgrades include integrations between customer service and care management to provide single view of all customer interactions.
LiveEngage mobile messaging app helps small businesses stay in touch with customers.
A new report finds wide margins between what companies think their customers want when it comes to support and what their customers really want. (Featured on SmartCustomerService.com.)
Knowledge Quality ensures high-value knowledge creation for customer service.
Jacada's latest U.S. patent covers the transition from self-service to agent-assisted interaction.
The deal expand's 8x8's presence in Europe and enhance its contact center capabilities.
The companies' combined portfolio expands CEM capabilities and operationalizes the voice of the customer with social engagement.
The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem.
The SDK allows developers to integrate Nexus support functionality directly into their consumer or business apps.
VCC Global uses local connectivity and language translation to provide worldwide customer and employee engagement.
Alorica will deliver end-to-end customer experience management with Salesforce's Customer Success Platform.
Zappix Visual IVR now supports iOS and Android devices and Web apps.
In the second wave of major updates this year, Microsoft furthers its integration of Parature products. (Featured on SmartCustomerService.com.)
A new emphasis on services designed for the contact center and two new premium products support Jabra's total solution philosophy.
New solutions let users deliver personalized experiences that bridge offline and online in retail, product fulfillment, and customer support.
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