Customer service technology

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

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Free Guide: Acquia Lift v. Evergage v. Google Optimize

As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.

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Customer service technology News

December 11, 2019 11 Dec'19
Acquia acquisition of AgilOne CDP signals CX platform expansion

Acquia's acquisition of AgilOne, a customer data platform specializing in analytics, shows it's serious about competing against CX platforms from Adobe, Oracle and SAP.
December 05, 2019 05 Dec'19
AppExchange, acquisitions key to the future of Salesforce

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.
November 19, 2019 19 Nov'19
Salesforce Service Cloud Voice, Einstein Voice Assistant unveiled

Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen.
November 04, 2019 04 Nov'19
Microsoft Power Platform adds chatbots; Flow now Power Automate

Microsoft changes name of Flow to Power Automate, adds virtual agents to Power Platform among host of robotic process automation tools in latest release.

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Customer service technology Get Started

Bring yourself up to speed with our introductory content

What chatbot evaluation metrics do you use to measure performance?

Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. Continue Reading
The contact center of the future is here

What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
Best practices for initiating chatbot-to-human handoff

Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading

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Evaluate Customer service technology Vendors & Products

Weigh the pros and cons of technologies, products and projects you are considering.

How can you best use contact center AI?

While AI is still an evolving technology, agent assist benefits contact center employees by improving agent efficiency improve the overall customer experience. Continue Reading
AI optimizes content management workflows, personalizes CX

AI is poised to revolutionize content management workflows, bringing order to enterprise documents, greater insights into unstructured data and delight to customers. Continue Reading
AI CMS workflows create up close and personal experiences

Incorporating AI into the basic building blocks of CMS workflows optimizes content creation and preparation to personalize interactions with customers over multiple channels. Continue Reading

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Manage Customer service technology

Learn to apply best practices and optimize your operations.

4 steps to successful contact center technology implementation

Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction. Continue Reading
Contact center agent experience needs massive overhaul

Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover. Continue Reading
CPaaS vendors can't ignore email in an omnichannel strategy

CPaaS vendors are expanding their omnichannel communications strategy beyond voice and SMS. Email APIs can create tighter integrations with business workflows. Continue Reading

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Problem Solve Customer service technology Issues

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

How to deal with the lack of chatbot standards

A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading
Best practices for creating chatbot scripts

The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading

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