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Articles: Customer Service/Call Centers
With the introduction today of the Pega Intelligence Virtual Assistant, Pegasystems is offering artificial intelligence extenders for platforms including Facebook, Slack, and others. (Featured on SmartCustomerService.com.)
Stepping into their shoes and enlisting them in your efforts are just two of the ways to build a bridge to the people who make your business possible.
The enhanced learning certification service aims to help sales reps take on managing customer success beyond the dotted line.
Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution. (Featured on SmartCustomerService.com.)
Infinium Global Research predicts the market will more than double in the next five years. (Featured on SmartCustomerService.com.)
The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting.
Organizations can now connect Zendesk and other systems to Usermind to unify customer data.
Sprinklr has expanded from social media management into customer experience management with extensions of its Experience Cloud for marketing, advertising, research, care, and commerce.
The PureCloud customer engagement solution meets PCI DSS Service Provider Level 2 standards for securing consumer data. (Featured on SmartCustomerService.com.)
Mobile, chat, and social media customer interactions will increase at the expense of live-agent voice, finds Frost & Sullivan. (Featured on SmartCustomerService.com.)
IVAs, RPA, and biometrics form an alphabet soup that can really save contact centers time and effort. (Featured on SmartCustomerService.com.)
New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on SmartCustomerService.com.)
Amazon Web Services (AWS) yesterday released its long-awaited Amazon Connect, a suite of cloud-based contact center services that leverage the artificial intelligence powering Amazon's Alexa virtual assistant to handle contact center calls and texts. (Featured on SmartCustomerService.com.)
With Visual Dual-Session Customer Support, customers now have a new IVR support channel choice
The vendor's acquisition strategy takes it in completely new directions
Big acquisitions propel the company to a coveted spot in the industry
The social communications platform provider brings creativity to collaboration
The vendor has been on an acquisition spree to help agents work together and across departments
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