News
News
- June 27, 2019
27 Jun'19
Verizon CX boss: Bots slash costs, but humans build brand loyalty
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- June 27, 2019
27 Jun'19
8x8 Contact Center launches as a stand-alone CCaaS offering
8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure.
- June 25, 2019
25 Jun'19
New upgrades added to Ujet customer service platform
Ujet has added a handful of new features, such as workforce management, quality management and CRM to its Customer Support Platform.
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- June 21, 2019
21 Jun'19
Salesforce Customer 360 promises will be clearer in 2020
Salesforce expects to show off what customers are doing with Customer 360 at its next Connections conference in 2020, along with some new integrations.
- June 20, 2019
20 Jun'19
Ada looks to improve chatbot handoff with AI-powered Ada Glass
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
20 Jun'19
Assist acquisition advances Conversocial chatbot service
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
19 Jun'19
Helpshift launches omnichannel communication platform
Connected Customer Conversations is an omnichannel communication platform where a customer's information follows them from channel to channel for customer support.
- June 19, 2019
19 Jun'19
Target glitch pits e-commerce vs. POS customer experience
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
- June 18, 2019
18 Jun'19
Salesforce teases new CDP features ahead of fall release
Salesforce gives details about the makeup of its Customer 360 integration platform and features of the customer data platform that it plans to release this fall.
- June 17, 2019
17 Jun'19
CoreMedia launches omnichannel content creation platform
CoreMedia Content Cloud-Marketing Connector enables omnichannel content creation. It also gives customers access to CoreMedia Content Cloud content management capabilities.
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- June 17, 2019
17 Jun'19
Deloitte's Heat launches Heat AI for trend predictions
Heat's AI-based advertising platform uses algorithms to gather and analyze customer data and then predict social trends up to 72 hours before they peak, according to the vendor.
- June 17, 2019
17 Jun'19
Oracle and Adobe CDP war heats up, Salesforce close behind
The customer data platform market continues to simmer as large vendors such as Oracle, Adobe, SAP and Salesforce rush to catch up to smaller, more nimble CDP competitors.
- June 13, 2019
13 Jun'19
Zendesk Duet ties sales, service platforms together
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 13, 2019
13 Jun'19
Selligent Marketing Cloud partners with Genesys for CX growth
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey.
- June 12, 2019
12 Jun'19
Nuvi's sentiment analysis engine deciphers emotion, emoji and more
Nuvi's sentiment analysis engine enables organizations to interpret the true meaning behind text, images and emoji in order to get a more complete understanding of customers' experience.