Omnichannel customer service
- 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 05, 2020
ServiceNow connects its Customer Service Management environment to Adobe Experience Manager to improve support experience through deeper personalization.
- 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.
- August 09, 2019
Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle.
- August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
- July 24, 2019
Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat.
- 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 19, 2019
Connected Customer Conversations is an omnichannel communication platform where a customer's information follows them from channel to channel for customer support.
- June 17, 2019
CoreMedia Content Cloud-Marketing Connector enables omnichannel content creation. It also gives customers access to CoreMedia Content Cloud content management capabilities.
- 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 03, 2019
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform.
- May 21, 2019
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.
- May 20, 2019
Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience.
- August 10, 2018
Microsoft has introduced new updates to its Dynamics 365 CRM platform, including AI-driven business intelligence tools for sales, marketing and service.
- August 07, 2018
At Ramp 2018, marketing technology vendor InsightSquared unveiled new software modules for gauging the effectiveness of marketing and sales efforts.
- August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
- April 19, 2018
While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any of that Einstein touch of other Salesforce products.
- March 06, 2018
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.