Call Centers - News
Salesforce Service Cloud Gets Intelligence EngineMarch 9, 2015
Built-in intelligence will help companies automate customer service workflows, improve workforce management and design better business processes, promises Salesforce.
Salesforce Revamps Sales, Service AppsOctober 7, 2014
Salesforce is rebranding its Sales and Service Clouds and adding a slew of new features to both to align them more closely with its Salesforce1 development platform.
Clarabridge Adds Speech Analytics to Contact Center SoftwareSeptember 3, 2014
Clarabridge Speech, powered by Voci, expands customer experience management capabilities by adding speech analytics to capture a more complete snapshot of the customer experience.
Genesys to Put IBM's Watson to WorkJuly 9, 2014
Customer satisfaction is the focus as Genesys integrates IBM's Watson with its Customer Experience Platform.
Salesforce Beefs up Desk.com Customer Support SoftwareJune 17, 2014
An agent console that centralizes customer support information is one of the new features in the latest iteration of Salesforce's Desk.com customer support software.
Genesys Intros Managed Service OfferingMay 28, 2014
The contact center software provider's first managed service offering focuses on workforce optimization.
Genesys, Zendesk Partner to Enhance Cloud Contact CentersMay 12, 2014
Contact center software provider Genesys will integrate Zendesk's software into its solution so companies can more easily manage customer service channels.
IntelliResponse Adds Targeted Marketing to Virtual Agent TechnologyMay 1, 2014
Personalized marketing offers help companies improve clicks and conversions across online customer service channels, company says.
TouchConnect Steers Contact Center Callers to Self-ServiceMay 1, 2014
TouchConnect software aims to help contact centers improve next call prevention and increase customer loyalty by steering callers toward self-service options.
inContact Updates Contact Center Software with New Integration, ReportingApril 16, 2014
Latest update of inContact's contact center software includes deeper integration with cloud CRM from Salesforce and Oracle RightNow, among other improvements.
Tool Analyzes Customer CommentsJanuary 30, 2014
Mindshare Technologies says new software leverages its text analytics technology to improve customer service by providing key customer feedback to employees.
LiveOps Raises $30M, Buys Customer Service StartupJanuary 27, 2014
On the heels of receiving $30 million in debt funding, cloud contact center software provider LiveOps forms two new subsidiaries and acquires a customer service startup.
Verint Expands Customer Service Capabilities with Kana BuyJanuary 6, 2014
Verint Systems, a provider of customer analytics, is acquiring Kana Software, which makes software that will help organizations turn customer insights into actions.
Nice Systems Adds Video Recording to Contact Center SoftwareAugust 2, 2013
Contact center software adds video recording capabilities, which Nice Systems says can help contact centers improve customer service delivered via video conferencing.