Fake News, Meet Fake Customer Support: Facebook’s “Customer Service Line” Is a Scam

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Most consumers have come to expect being able to reach a company's customer service team by phone, so what happens when a company offers no dedicated service line? In Facebook's case, this spells trouble. According to firsthand research conducted by NPR reporter Aarti Shahani, conducting a Google search for "Facebook Customer Service" does indeed produce a number to call, except that number is fake and leads callers right into the hands of scammers.

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Avaya Tightens Ties With Salesforce.com’s Service Cloud

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.

Oren Smilansky | Feb 16, 2017
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Salesforce Adds Einstein to Service Cloud

Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.

Ramin Ganeshram | Feb 13, 2017
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For Chipotle Employees, Pay Will Now Be Tied to Customer Service

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.

Maria Minsker | Feb 10, 2017
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Masergy Unveils Its Cloud Contact Center

The newest addition to Masergy's unified communications-as-a-service offering supports intelligent call routing and compatibility with Salesforce.com.

Oren Smilansky | Feb 07, 2017
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United's New Set of Customer Service Apps Could Tackle Customer Woes

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.

Maria Minsker | Feb 03, 2017
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Aspect Releases Via Customer Engagement Center

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.

Phillip Britt | Feb 01, 2017
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Pronexus Releases VB Voice 10.1

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.

Ramin Ganeshram | Jan 30, 2017