Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.
Chipotle CEO Steve Ells is making good on his promise to improve the company's customer service by implementing a new compensation system for its employees: Moving forward, employees will be paid based on how effectively they deliver customer service.
The newest addition to Masergy's unified communications-as-a-service offering supports intelligent call routing and compatibility with Salesforce.com.
Apple and IBM teamed up to build mobile apps for the enterprise back in 2014, and now United Airlines is finally getting ready to roll out some customer service apps that show off the fruits of their labor. United Airlines announced on Thursday that the company is working with both IBM and Apple on several apps designed for the 50,000 iPhone and iPads that its employees currently use.
Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Pronexus, which has provided interactive voice response (IVR) solutions for more than 20 years, this week launched VB Voice 10.1, a program that will allow users to access both voice recognition and visual customer service through smartphone or HTML 5-enabled browser.