Customer service technology
- 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 04, 2020
AI virtual assistants can provide help for embattled customer service agents during the pandemic, but adapting them to changing customer needs and new business models isn't simple.
- April 15, 2020
LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders.
- 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 06, 2020
Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.
- February 07, 2020
The new starter app features tips for new Trailhead Playground users, along with an easier way to install packages from AppExchange and receive login credentials.
- December 05, 2019
In the first 20 years of Salesforce's history, acquisitions and products drove rapid growth. In the next 20, AppExchange partners will play a crucial role in the company's growth.
- October 08, 2019
Einstein's Guide to AI Use Cases is designed to help people identify use cases and Salesforce products for AI in different industries by determining which KPI is most important.
- October 03, 2019
Zendesk's Sunshine CRM gets an apps marketplace built on its Sell sales force automation platform, adapted from the 2018 acquisition of FutureSimple's Base.
- July 25, 2019
Microsoft's move to a la carte pricing for Dynamics 365 could lead to higher costs for some customers. The new pricing plan takes effect Oct. 1.
- 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.
- June 03, 2019
Adobe moves forward with an SAP Qualtrics plugin to measure voice of the customer on Experience Platform and strengthens Magento customers' Amazon presence with new features.
- May 29, 2019
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
- May 15, 2019
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
- May 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 06, 2019
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
- May 03, 2019
Google has launched CallJoy, a new cloud-based phone service that provides small businesses with automated phone agents for customer service for $39 per month.
- December 04, 2017
Daniel Krauss, founder and CIO of FlixBus, discusses how his vision for cloud brand management helped unify many of Europe's numerous regional bus companies.
- July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
- June 07, 2017
When looking to upgrade its decades of legacy systems, Farmers Insurance turned to Salesforce and its bundle of products, leading to increased customer satisfaction.
- September 13, 2016
Salesforce plans to integrate HeyWire's technology into Service Cloud, opening up another way for companies and customers to communicate.
- March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
- February 08, 2016
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems.
- February 08, 2016
Contact centers gain a competitive edge through new knowledge management systems that put accurate, up-to-the minute customer data at their fingertips.
- July 01, 2015
Service for Apps allows Salesforce Service Cloud users to embed live agent support and a knowledge base within their applications and other CRM news.
- June 04, 2015
Goldmine CRM Software turns to desktops as a service (DaaS) model to update existing applications to the cloud, saving itself from irrelevancy in an ever-growing field of competitors.