Call Centers - News

Industry and product news on Call Center, Customer Service, and Social CRM software and solutions.

Zendesk Brings Advanced Voice to Customer Service

December 11, 2015

When it comes to customer service capabilities, voice is still king.

Salesforce Boosts Mobile Customer Service Capabilities

June 25, 2015

Service for Apps allows companies to embed services such as live chat into mobile customer service applications.

DialogTech Measures Mobile Click-to-Call Marketing Activity

June 24, 2015

DialogTech's newest product helps companies track and control inbound marketing calls from any mobile source.

Salesforce Service Cloud Gets Intelligence Engine

March 9, 2015

Built-in intelligence will help companies automate customer service workflows, improve workforce management and design better business …

Salesforce Revamps Sales, Service Apps

October 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 …

Clarabridge Adds Speech Analytics to Contact Center Software

September 3, 2014

Clarabridge Speech, powered by Voci, expands customer experience management capabilities by adding speech analytics to capture a more …

Genesys to Put IBM's Watson to Work

July 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 Software

June 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 …

Genesys Intros Managed Service Offering

May 28, 2014

The contact center software provider's first managed service offering focuses on workforce optimization.

Genesys, Zendesk Partner to Enhance Cloud Contact Centers

May 12, 2014

Contact center software provider Genesys will integrate Zendesk's software into its solution so companies can more easily manage customer …

IntelliResponse Adds Targeted Marketing to Virtual Agent Technology

May 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-Service

May 1, 2014

TouchConnect software aims to help contact centers improve next call prevention and increase customer loyalty by steering callers toward …

inContact Updates Contact Center Software with New Integration, Reporting

April 16, 2014

Latest update of inContact's contact center software includes deeper integration with cloud CRM from Salesforce and Oracle RightNow, among …

Tool Analyzes Customer Comments

January 30, 2014

Mindshare Technologies says new software leverages its text analytics technology to improve customer service by providing key customer …