Alaska Airlines Debuts Text Messaging for Customer Service

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The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.

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Contact Center Software Market to Grow 14 Percent Per Year

Research firm MarketsandMarkets expects the global contact center software market to reach $38.6 billion by 2024.

Oct 19, 2018
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Twilio Launches Flex Cloud Contact Center Platform

Twilio's Flex is a fully programmable cloud contact center platform that starts at just $1 per agent hour.

Oct 17, 2018
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On the Verge of Bankruptcy, Sears Still Missing the Mark on Customer Service

Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.

Maria Minsker | Oct 12, 2018
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Google Acquires Onward, a Customer Service Chatbot Company

Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.

Maria Minsker | Oct 05, 2018
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CallQX Solution Lets Callers in Queue Select Their Own Music

CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.

Oct 04, 2018
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Agents Find Technology Unhelpful, Gartner Finds

Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.

Maria Minsker | Sep 28, 2018
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NICE inContact Integrates CXOne with Salesforce Live Agent

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.

Sep 26, 2018