Nuance Introduces IVR to Digital

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Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)

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8x8 Enhances its Contact Center Software Portfolio

With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.

Oren Smilansky | Jul 20, 2017
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Insightly’s Updated CRM Suite Promises Faster Performance and Better Search Capabilities

The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools.

Maria Minsker | Jul 14, 2017
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Five9 Intros Summer Release of Virtual Contact Center

Five9's Summer 2017 release places more emphasis on global capabilities.

Jul 12, 2017
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Consumers Want Airlines to Provide More In-App Customer Support

It's no secret that consumers want to be able to check in, choose their seats, and handle other pre-travel tasks via an app, but according to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying as well.

Maria Minsker | Jul 07, 2017
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Chick-Fil-A Bests Other Fast Food Joints on Customer Service

In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.

Maria Minsker | Jun 23, 2017
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LivePerson and IBM Launch AI-Powered Chat and Messaging Platform

IBM and LiveEngage are debuting an enterprise solution that integrates Watson-powered bots with human agents. The platform leverages IBM's Watson Virtual Agent technology and LivePerson's LiveEngage platform to enable brands to support bot conversations that can smoothly transition to conversation with live agents through a brand app, SMS, Facebook Messenger, or the brand's mobile site.

Maria Minsker | Jun 16, 2017
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Nuance Partners with Apple for a Chat App

Nuance's Nina virtual assistant is integrated with Apple Messages to allow businesses and companies to interact via chat.

Ramin Ganeshram | Jun 13, 2017