Helpshift Integrates with Salesforce to Deliver Richer Messaging Capabilities

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Thanks to the integration, mobile customer service provider Helpshift is now embedded in Salesforce and makes use of Salesforce's case management, omnichannel routing, and knowledge base management capabilities. The move is a response to pleas from users for access to CRM data in an effort to improve customer interactions.

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Interactions Acquires Digital Roots

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.

Ramin Ganeshram | May 23, 2017
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Verizon Debuts Tap-to-Talk Customer Service Tool

Verizon Enterprise Solutions has launched Visual Interactive Calling, a tool that enables consumers to tap a button in an app and connect directly to a live agent. The technology is for banks, retailers, airlines, travel and hospitality firms, and any other type of business that provides live support.

Maria Minsker | May 19, 2017
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Call Center Fraud Is Up by 113 Percent, a Telecom Security Group Says

Back in 2015, one in every 2,000 calls into a call center was fraudulent, but in 2016, that rate grew to one in every 937 calls, according to telecommunications security and research company Pindrop Lab's 2017 Call Center Fraud Report. The change represents a 113 percent increase in fraud year over year, according to Pindrop, and every fraudulent call represents a loss of roughly $0.58 for the business.

Maria Minsker | May 12, 2017
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DigitalGenius Offers Zendesk Integration

The 'off-the-shelf' application brings artificial intelligence capabilities to text-based customer service channels. (Featured on

May 04, 2017
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Clarabridge Launches CX Revolution

New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on

May 02, 2017
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United Airlines Debuts New Customer Service Policies—but Are They Enough?

To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.

Maria Minsker | Apr 28, 2017
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Oracle Launches Adaptive Intelligent Apps for CX

Oracle's new artificial intelligence apps empower customer experience professionals in service, commerce, marketing, and sales.

Apr 27, 2017