Zendesk Is Now Available on Fabric for Mobile App Developers

Article Image

Among customer service platform provider Zendesk's claims to fame are the company's embeddables—software development kits (SDKs) for Web and mobile environments that enable elements of customer service to be easily added to online customer experiences. Now the company is taking its solutions to app development platform Fabric (which Google recently acquired from Twitter) with a Zendesk kit that includes these embeddable solutions.

Article Image

Pega’s Intelligent Virtual Assistant Makes Chatbots Smarter

Chatbots are promising, but many of them simply don't add business value from a customer service perspective—yet. With the introduction today of the Pega Intelligence Virtual Assistant, Pegasystems is setting out to accelerate the process by offering artificial intelligence extenders for platforms including Facebook, Slack, and others.

Maria Minsker | Apr 18, 2017
Article Image

Invoca Secures More Funding at an 'Exciting Time' for Call Center Analytics

Call center analytics company Invoca just secured $30 million in series D funding, with Morgan Stanley Alternative Investment Partners as the lead investor. The company has been making waves recently, appointing a new CEO in July and possibly preparing for an IPO, Techcrunch reports. According to Kyle Christensen, senior vice president at Invoca, it's an important time for the company, and not just because of what's going on internally.

Maria Minsker | Apr 14, 2017
Article Image

Location Sharing Is Now Part of Twitter's Customer Support Tool Ecosystem

Just a few months after revamping its Direct Messages, Twitter added a new feature to the offering: the location request feature, enabling businesses to ask customers they're conversing with to share their location via direct message.

Maria Minsker | Apr 07, 2017
Article Image

NICE Enhances Its Robotic Process Automation Software for the Enterprise

The technology has been updated with management, security, and connectivity capabilities to 'raise the bar' for scale.

Oren Smilansky | Mar 30, 2017
Article Image

CRM Magazine Names Its 2017 Service Award Leaders

CRM delivers its 14th Annual Recognition of leading vendors across eight industry segments.

Mar 29, 2017
Article Image

Amazon Launches Amazon Connect Contact Center Suite

Amazon Web Services (AWS) yesterday released its long-awaited Amazon Connect, a suite of cloud-based contact center services that leverage the artificial intelligence powering Amazon's Alexa virtual assistant to handle contact center calls and texts.

Ramin Ganeshram | Mar 29, 2017
Article Image

Genesys Announces New Customer Experience Solutions

The trio of solutions gained during its Interactive Intelligence purchase, composes an expanded customer experience platform. (Featured on DestinationCRM.com.)

Mar 28, 2017