Technology

With Conviva for Service Cloud, publishers can now deliver relevant streaming performance data into the hands of agents.
Posted October 13, 2021

Bright Pattern's Omnichannel Communication Interaction Platform enables digital transformation, AI-powered automation, and remote service desk capabilities.
Posted February 18, 2021

Remote Support includes an AR camera, screen sharing, and real-time voice chat in one app. (Featured on DestinationCRM.com.)
Posted June 03, 2020

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

LG's new Proactive Customer Care blends human understanding with artificial intelligence.
Posted September 04, 2019

Technical support provider teleNetwork changes its name to OneSupport to better reflect what it does. (Featured on DestinationCRM.com.)
Posted April 09, 2019

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019

Acquisition provides Everise and C3 with Internet of Things (IoT) customer service capabilities.
Posted December 05, 2018

Largely flying under the radar, artificial intelligence-powered customer service platform Afiniti has quietly raised $130 million in series D funding for its technology, which uses AI and behavioral pairing to connect customer callers and agents.
Posted October 26, 2018

Nuance Communications has debuted an artificial intelligence-powered cognitive arbitrator, which will connect and integrate virtual assistants with third-party service providers through an interface that works across the automotive, smart-home, and Internet of Things (IoT) spaces.
Posted January 05, 2018

Atlassian this week released an upgraded version of its JIRA Service Desk to help companies group their customers so they can view and share each others' requests. The latest version also allows for greater internal and external collaboration.
Posted October 12, 2016

The complex nature of technology innovation requires a balanced approach to customer support.
Posted May 03, 2016

Emerging connected consumer trends show the increasing importance of post-purchase customer support, especially after the holidays.
Posted January 26, 2016

Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents.
Posted December 15, 2015

Tech support representatives can often face a barrage of disgruntled customers. Here are some tips to alleviate stress for you and them.
Posted March 28, 2014

New platform enables developers to build social and mobile apps for employees, products and customers.
Posted November 20, 2013

Vonetix 7 Voice solution will serve as the new UC platform for Microsoft customer support.
Posted August 26, 2013

Product targets software and cloud services businesses.
Posted June 25, 2013

Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013

Don't bother calling Square.The rapidly growing mobile credit-card processing company has joined an increasing number of Silicon Valley-area tech firms, including Google, Facebook, Twitter, LinkedIn, and crowdsourced question-and-answer site Quora, in eliminating the phone as a customer support channel. But is abandoning the telephone for low-cost online channels the right move for your organization?
Posted April 15, 2013

New research evaluates the computer customer experience.
Posted April 08, 2013

Posted March 11, 2013

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