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Articles: Customer Service/Call Centers
Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents. (Featured on SmartCustomerService.com.)
Customer service agents using SAP Cloud for Customer can now engage people on chat apps like WeChat and Viber. (Featured on SmartCustomerService.com.)
The merger brings together two cloud contact center solutions providers. (Featured on SmartCustomerService.com.)
Zendesk released Advanced Voice, an enhanced version of its phone support offering, embedded directly into its cloud-based contact center software. (Featured on SmartCustomerService.com.)
The difference in memorable customer experiences is the employees with whom consumers interact. (Featured on SmartCustomerService.com.)
OpenMarket's Mobile Engagement Platform has uses for contact centers, marketing, and employee collaboration. (Featured on SmartCustomerService.com.)
Promero plans to leverage Enghouse Interactive's Contact Center: Service Provider (CCSP) 7.2 software for its Promero Call Center Omni Channel solution. (Featured on SmartCustomerService.com.)
Vidyo's video communications platform is now available to Genesys customers through an integration with the Genesys omnichannel customer experience platform. (Featured on SmartCustomerService.com.)
The simplified CRM system provides marketing, sales, and service capabilities in one solution.
Marlin Equity Partners, a global investment firm, has acquired LiveOps Cloud Platform, a provider of cloud-based contact center technology. (Featured on SmartCustomerService.com.)
Bright Pattern updated its call center software that extends Zendesk's cloud-based customer service platform with omnichannel cloud contact center capabilities. (Featured on SmartCustomerService.com.)
AZuqua for Customer Success integrates data and workflows from disparate CRM, marketing automation, service, and support applications.
With Avoka Transact for Salesforce, companies can open and service accounts right from within Salesforce.com.
UserCare Software helps mobile app publishers add real-time customer service and customer relationship management within their apps. (Featured on SmartCustomerService.com.)
Nixxis Contact Suite 2.2 offers extended flexibility and administrative control.
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. (Featured on SmartCustomerService.com.)
HP's Qfiniti workforce optimization, recording, and speech analytics offering is now available on demand. (Featured on SmartCustomerService.com.)
Contact Center: Enterprise, Communications Center, Contact Center: Service Provider, Communications Portal, and Quality Management Suite all get upgrades. (Featured on SmartCustomerService.com.)
Adaptive WFO enables companies to create personalized customer experiences based on agent personas. (Featured on SmartCustomerService.com.)
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