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Articles: Customer Service/Call Centers
Research firm NelsonHall suggests that the rise in digital transformation will lead to more, not less, contact center outsourcing to offshore locations like India. (Featured on SmartCustomerService.com.)
TrueConf SDK lets users create video conferencing apps or embed them into existing solutions.
ZaiLab's cloud-based platform offers a pay-as-you-go pricing model. (Featured on SmartCustomerService.com.)
CallTrackingMetrics' softphone interface lets agents reach contacts and access data directly from within their phone display panels. (Featured on SmartCustomerService.com.)
Facebook has introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. (Featured on SmartCustomerService.com.)
UJET has helped the parking platform provider cut telephony costs in half
The most satisfied callers get help from friendly, articulate, knowledgeable human beings
Some innovative companies are going outside the normal job markets to find talent to staff their contact centers
A Q&A with Vince Barsolo, senior vice president of operations at Televerde, which operates contact centers in several women's prisons, giving inmates marketable skills that connect them to a future beyond bars.
Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.
Coveo for Microsoft Dynamics 365 brings any content ecosystem securely into Dynamics to personalize digital interactions.
Forty 7 Ronin and GM Voices are providing IVR optimization services for their joint customers. (Featured on SmartCustomerService.com.)
Verint's growing line of SMB-specific solutions now includes recording, quality management, and workforce optimization solutions. (Featured on SmartCustomerService.com.)
With the acquisition, Genesys aims to bolster its AI and machine learning capabilities. (Featured on SmartCustomerService.com.)
The social network has announced "adaptive rate limits" so that companies using Twitter for customer service won't get caught up in the bot crackdown. (Featured on SmartCustomerService.com.)
[24]7.ai's Winter 2018 release offers integrations with leading CRM software and improved reporting. (Featured on SmartCustomerService.com.)
The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding. (Featured on SmartCustomerService.com.)
L.L. Bean sent many of its customers into a frenzy last week when it announced it was changing its lifelong guarantee policy. (Featured on SmartCustomerService.com.)
The integration makes customer support data available to marketers, with the goal of attaining a more complete view of customers.
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