Customers Don’t Want Apologies, They Want Solutions

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When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.

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eGain Now Integrates with Facebook Messenger for Customer Support Chat

Cloud-based customer engagement solution provider eGain has announced an integration with Facebook Messenger. Moving forward, it will enable consumers to initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger.

Maria Minsker | Jan 12, 2018
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Nuance’s Cognitive Arbitrator Connects AI Platforms for More Streamlined Self-Service

Nuance Communications has debuted an artificial intelligence-powered cognitive arbitrator, which will connect and integrate virtual assistants with third-party service providers through an interface that works across the automotive, smart-home, and Internet of Things (IoT) spaces.

Maria Minsker | Jan 05, 2018
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Contact Center Outsourcers Expanding U.S. Ties

Contact center services providers are responding to client preference for onshore or nearshore services and more automation, ISG finds.

Jan 02, 2018
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Personalization and New Channels Bolster Growth in Hosted/Cloud Contact Centers

Service providers should focus on strong partnerships to gain competitive advantage, finds Frost & Sullivan.

Jan 02, 2018
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2017’s Customer Service Hits and Misses

Another year has gone by, and while some companies spent 2017 delivering excellent customer service, others have stumbled. (Featured on DestinationCRM.com.)

Maria Minsker | Dec 29, 2017
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Twitter’s New Enterprise API Will Power Customer Service and Chatbots

After landing in hot water with developers after restricting third-party apps, Twitter is undoing the damage with the introduction of the Account Activity API.

Maria Minsker | Dec 26, 2017
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Avaya Contact Center Technology Helps NORAD Track Santa

Avaya hopes to set a new record for calls to the NORAD Tracks Santa hotline this Christmas Eve.

Dec 20, 2017