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Articles: Customer Service/Call Centers
The upgrades aim to boost productivity and mobility for customer service teams of all sizes. (Featured on SmartCustomerService.com.)
Five9 has moved its contact center-as-a-service to Microsoft's AppSource marketplace. (Featured on SmartCustomerService.com.)
Zenylitics will incorporate CallMiner Eureka speech analytics with its extensive contact center and speech analytics products into a full-service quality assurance offering. (Featured on SmartCustomerService.com.)
The acquisition positions Freshworks to help businesses build and deploy bots.
With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement. (Featured on SmartCustomerService.com.)
The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.
LiveOps Skill Builder helps companies hire and train customer service representatives.
West has unveiled Visual Voice for customer self-service with audio-visual integration. (Featured on SmartCustomerService.com.)
The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools. (Featured on SmartCustomerService.com.)
With its emoji-based 1-5 rating scale, Intercom aims to streamline satisfaction surveys for end users.
The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements. (Featured on SmartCustomerService.com.)
So you've got egg on your face. Now what?
According to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying, not just for checking in, choosing a seat, or other pre-travel tasks. (Featured on SmartCustomerService.com.)
The one-size-fits-all approach, whether with email, marketing, customer service, or any other customer-facing process, no longer works
A buyer's guide for a market in which one size does not fit all
ResorTime Speaks Directly to ‘Owners' with ContactWorld for Service
Technology upgrades are delivering happier customers and field service workers
Companies need to stop living in a fantasy world and start seeing things as they really are (through their customers' eyes)
Voice-first technologies could soon be the engagement tool of choice
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