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Call Centers - News

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

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 Salesforce1 development platform.

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 complete snapshot of the customer experience.

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 customer support software.

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 service channels.

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 self-service options.

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 other improvements.

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 feedback to employees.

LiveOps Raises $30M, Buys Customer Service Startup

January 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 Buy

January 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 Software

August 2, 2013

Contact center software adds video recording capabilities, which Nice Systems says can help contact centers improve customer service delivered via video conferencing.