Nuance Expands Cognitive Innovation Group

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Nuance has built out its Cognitive Innovation Group with AI Engagement Services, AI Research, and AI Lab to help develop conversational, predictive omnichannel customer engagement solutions.

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Robust Growth Expected for Cloud Contact Centers

Poised for rapid growth and success, the cloud contact center infrastructure market is looking at untapped revenue potential in the tens of billions of dollars, DMG Consulting predicts.

Leonard Klie | Nov 30, 2017
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Genesys Integrates PureCloud with Amazon Lex

The new integration will help companies build and maintain conversational IVR flows for routing callers.

Sam Del Rowe | Nov 27, 2017
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Should Customer Support Be Exclusive? Uber Thinks So.

Uber is testing a new customer support feature, but it's not for everyone. As first reported by TechCrunch, Uber is rolling out priority, 24/7 support capability for what seems to be a group of its top customers. The support programs include a hotline as well as an in-app feature, and specially trained experts will staff both channels at all hours of the day.

Maria Minsker | Nov 17, 2017
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Facebook Updates Messenger Platform With New Customer Service Capabilities

Facebook is doubling down on its commitment to becoming a customer service player, updating its Messenger platform to version 2.2 this week. One of the key updates includes a chat plug-in, which enables brands to embed a Messenger bot directly onto their website.

Maria Minsker | Nov 09, 2017
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Deskun Puts Multichannel Customer Service Inside Gmail

A new Google Chrome extension, Deskun, is bringing customer service and support task management right into Gmail. The new tool promises to streamline communications by enabling customer support teams to tackle customer emails as well as incoming messages from multiple social channels directly within Gmail.

Maria Minsker | Nov 06, 2017
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Clarabridge Introduces Crisis Management for Social Customer Service

Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.

Oren Smilansky | Oct 31, 2017
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Vidyard Dips into the Customer Service Space with Video Support

Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content.

Maria Minsker | Oct 27, 2017