Customer self service
- May 15, 2020
Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
- May 08, 2020
Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform.
- May 07, 2020
Salesforce Lighting App Builder will include oft-requested low-code features for building complex forms that previously required developer coding to create and update.
- May 05, 2020
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
- April 06, 2020
Remote contact center tech easily supports agents working from home, experts say. It's the culture of each team that determines success in the current national health crisis.
- March 24, 2020
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
- March 11, 2020
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
- March 06, 2020
Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.
- October 30, 2019
Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from.
- June 20, 2019
To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor.
- June 20, 2019
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
- June 13, 2019
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
- June 07, 2019
Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX.
- June 05, 2019
LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others.
- May 08, 2019
Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management.
- April 17, 2015
Companies now see online self-service options as a must-have for customer experience strategy.
- August 28, 2007
Launching a new CRM program or jump-starting an existing one requires a careful self-assessment of processes and technology, according to a recent report.
- July 12, 2005
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.