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Articles: Customer Service/Call Centers
The integration between noHold and ServiceNow brings together virtual assistants and knowledge bases.
The consulting firm in a new report said that omnichannel customer service will not be an option by 2020.
LivePerson is bringing its messaging solutions to GoDaddy business users.
Zendesk Automatic Answers is powered by machine learning to help customers solve their inquiries without having to go through contact center agents. (Featured on SmartCustomerService.com.)
Enghouse Interactive's CCSP 7.2 brings enhanced usability, Gadget API integration, and a connector for Skype for Business. (Featured on SmartCustomerService.com.)
Voci and TopBox have teamed up to provide voice-based root cause analysis of contact center interactions. (Featured on SpeechTechMag.com.)
eLoyalty, part of TeleTech Technology, has released version 10.6.3 of its Cisco-Powered Hosted Collaboration Solution/Contact Center as a Service (HCS/CCaaS) cloud offering. (Featured on SmartCustomerService.com.)
ContactWorld enhancements include new user interfaces, greater personalization, and performance, efficiency, and infrastructure upgrades. (Featured on SmartCustomerService.com.)
V-Person integration with Facebook Messenger and other chat platforms enables companies to provide consistent omnichannel engagement on emerging customer touchpoints. (Featured on SmartCustomerService.com.)
SAP Hybris Service Engagement Center incorporates classic and community-based customer service engagement, (Featured on SmartCustomerService.com.)
Latest release delivers advanced features to improve customer experience, capture and convert revenue opportunities, and maximize return on investment. (Featured on SmartCustomerService.com.)
In the evolution of the contact center, it took almost a decade for non-voice channels to take their rightful place next to phone calls. But the wait was worthwhile, and the transformation in customer service has been radical. In this era of "multichannel," technology has supplemented email with web chat, SMS, social media, mobile, and video, all within immediate reach on a single device. And technology still isn't done.
Vinda Souza explains how breaking down the walls between email and CRM systems can help organizations find valuable insight.
Alliance will embed eGain's knowledge-guided digital service capability in Majesco's DigitalConnect solution
The mobile experience is increasingly critical to customer loyalty and profitability. Unfortunately in most companies, mobile is siloed, under-optimized and disconnected from the overall customer care infrastructure.
CallTrackingMetrics' Smart Routing helps businesses route inbound phone calls to increase sales and customer satisfaction.
Avaya Workforce Optimization Select is specifically designed for contact centers at midsized companies. (Featured on SmartCustomerService.com.)
A cloud contact center integrates channels while analytics can identify opportunities to improve support.
The Altitude Xperience is a complete cloud-based contact center solution. (Featured on SmartCustomerService.com.)
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