Banner Before Header

Enhanced Customer Service as Natterbox Extends Voice to Salesforce Omnichannel

Telephony Integration Allows for Better Handling of Queries Across All Channels Natterbox, a leading provider of global voice cloud services, has announced it is now offering its full telephony capabilities as part of Salesforce Omnichannel, helping customers to fully manage inbound queries across all channels. By including voice, businesses can now deliver a connected customer experience without overloading agents. Salesforce Omnichannel allows users to manage how different channels, such as chat, email and text,…

Bold360 by LogMeIn Wins 2018 SaaS Award for Best Customer Service & CRM Product

LogMeIn announced that its flagship intelligent customer engagement product, Bold360, was named a winner of the 2018 SaaS Awards for Best Product for Customer Services/ CRM.  This global program celebrates the best and brightest in cloud computing and Bold360 was honored for its proven ability to help businesses support their customers in truly innovative ways. The SaaS Awards is a sister program of the Cloud Awards, an international program which has been recognizing and honoring industry leaders, innovators and…

77 Percent of US Small Businesses Use Social Media for Sales, Marketing and Customer Service

New Score Infographic Shows Youtube Is the Most Popular Social Media Channel Among Three Generations, Followed by Facebook 77% of US small businesses use social media to facilitate key business functions including sales, marketing and customer service, according to data aggregated by SCORE, the nation's largest network of volunteer, expert business mentors. Social media usage has grown 58% among US adults in the last 12 years, and is significantly impacting how entrepreneurs conduct business, as well as how current and…

CGS Survey Finds Optimal Customer Service Requires a Blended Bot and Human Experience

Consumer Expectations Are High for Personalized Interactions and Secure Management of Data CGS, a global provider of business applications, enterprise learning and outsourcing services, announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 US and UK individuals, ages ranging from 18 to over 65. The survey looked at consumer preferences for customer service engagements, specifically chatbot usage. Despite today’s technology-dependent environment, the results showed that many consumers…

Allied Dispatch Solutions Drives Customer Service Experience and Productivity with NewVoiceMedia

NewVoiceMedia, a leading global provider of cloud contact center and inside sales solutions, announced that roadside assistance company Allied Dispatch Solutions, LLC (ADS) has observed “significant increases” in productivity since implementing the NVM Platform in 2017. ADS also reports optimized data management, reliability and customer experiences in its contact centers. Headquartered in Johnson City, Tennessee, with a subsidiary located in London, Ontario, ADS provides roadside assistance and customized call center…

Zype Wins Stevie Award for Excellence in Customer Service

Zype's Customer Success Department Recognized with Bronze International Business Award Zype, the video content management and distribution infrastructure company, was named the winner of a Bronze Stevie Award by the International Business Awards in the Customer Service Department of the Year category. "Customers are at the core of everything we do, so we are proud to receive this award for providing excellent customer service," said Ed Laczynski, CEO at Zype. "One of our strong differentiators as a company is the high…

Limitless Unveils AI-Based LimitlessLiveMessenger™ to Provide World-Class Customer Service

The New Product Allows Customers to Route Their Queries to Crowd Service Ambassadors and Improve Customer Service Limitless, the UK-based inventor and provider of a SaaS platform offering crowdsourced customer service, has announced its latest product – LimitlessLiveMessenger™. LimitlessLiveMessenger is an asynchronous messaging product that can be easily deployed on any website and provides businesses with direct access to Limitless’ on-demand Crowd Service® platform. LimitlessLiveMessenger Could Cut the Typical…

Ada and Zendesk Unite to Improve Chatbot Experience for Customer Service

Ada and Zendesk Will Bring New Functionality to Chatbot and Live Chat Services to Improve Customer and Agent Experiences Ada, the leading provider of artificial intelligence (AI) customer service chatbots, along with Zendesk, a customer service and engagement platform, announced a deep integration that will greatly improve customer and agent experiences by enabling a symbiotic relationship between AI and human agents. Ada brings value as a chatbot provider with: Simple user experience - Ada's intuitive authoring…

Canary Selects Bright Pattern’s Cloud Contact Center Solution to Provide Top-Tier Omnichannel Customer Service

Bright Pattern, Leading Provider of Omnichannel Cloud Contact Center Software, Helps Canary Deliver an Unmatched Customer Experience Canary offers a home security device that connects to a user's smartphone so that customers can check the security of their home on the go. Canary was founded in 2013 and its flagship product is now available in more than 8,000 retail stores across North America and Europe. Canary's main goals are to provide an outstanding product and deliver an unmatched customer experience while growing…

DISH Adds Apple Messages to Take the Friction Out of Customer Service

DISH Turns to Apple Business Chat, Allowing Customers to Connect with Messages on iPhone and iPad Customers can now start a conversation with DISH the same way they would text message friends and family. DISH joined Apple Business Chat, enabling customers to chat directly with live customer service representatives through Messages on their iPhone and iPad. DISH is the first pay-TV provider to turn on Apple Business Chat, which launched earlier this year. "TV should be simple, so we've made reaching our live…

Transcosmos Powers Global Omnichannel Customer Service with Bright Pattern Cloud Contact Center

Bright Pattern Powers Global Omnichannel Customer Service Across 31 Countries, Creating Effortless Customer Experiences and Strengthening ROI Bright Pattern, a leading provider of omnichannel cloud contact center software, helps Transcosmos provide exceptional localized customer care for international clients. Transcosmos enables global retailers to localize their customer service and deliver support that is tailored and relevant to each market. Operating in the United States, Asia, Central America and South America,…

Brand Embassy and Talkdesk Form Partnership to Provide an Omnichannel Platform for Customer Service

This Partnership Between Brand Embassy and Talkdesk Enables Companies Globally to Scale Customer Service Operations Across Voice and Digital Channels in a Single Integrated Interface Brand Embassy, the top-rated digital customer service platform, has signed a partnership with Talkdesk, the enterprise contact center platform, to offer a joint solution for omnichannel customer service. This partnership between Brand Embassy and Talkdesk enables both large enterprises and midmarket companies globally to test, implement…

Enterprises Embracing Video Calling To Drive Customer Service Innovation, Finds New Research From Sinch

Consumers Welcome Convenience of Video Calling to Talk to Brands and Businesses, While 24% Would Consider Switching Banks to a Provider That Offered Video Calling Brands and businesses are increasingly integrating Video Calling functionality into their applications to help improve customer service, reduce costs, and acquire new customers - finds new research released recently by Sinch, part of global CPaaS provider CLX Communications AB. Sinch's Video Calling Survey, conducted in late 2017 in partnership with One…

Linc Global Named Best AI Solution for Customer Service

Linc Global, the Customer Care Automation platform used by leading customer-centric brands, today announced it has been selected as the winner of the Best AI Solution for Customer Service for the 2018 Artificial Intelligence Breakthrough Awards. The award recognizes the best companies, technologies, products, and services throughout various categories of artificial intelligence, including machine learning, vertical applications, smart robotics and many more. “We are thrilled to be recognized as the Best AI Solution for…

Dynamic Language Recognized with World-Class Customer Service Rating

Dynamic Language's Interpreting Services Achieved a Net Promoter Score Placing them in the "Excellent" Category. Dynamic Language recently attained a Net Promoter Score (NPS) of +71, an indication of the high esteem that customers have for the business. This achievement puts Dynamic in the "world class" category. The score was based on results from our semi-annual translation client satisfaction survey. The new score puts Dynamic Language on the same satisfaction level as giant corporations like Apple and Costco.…

AgilOne Launches First-Ever Customer Data Platform Capabilities for Call Center and Customer Service Teams

Agilone’s New 360 Profile for Customer Service Provides Real-Time Comprehensive Customer-Level Insights to Customer-Facing Teams AgilOne, the leading customer data platform for enterprise B2C brands, launched a new offering called AgilOne 360 Profile for Customer Service, which provides AgilOne’s single view of the customer to customer support and call center teams in real-time – the first of its kind within the customer data platform category. While marketing use cases are the hallmark of customer data platforms (CDPs),…

USU to Unveil ‘Knowledge Center’, a New Customer-First Solutions for Digital Customer Service

USU Showcases New Customer-First Solutions for Digital Customer Service at the ICMI Contact Center Expo “Customer first!” Unymira, a division of USU, is staying true to that motto at the 2018 ICMI Contact Center Expo to be held at the Walt Disney World® Resort in Orlando from 21-24 May. Unymira’s experts will give live, practical demonstrations of their innovations in the field of smart digital customer service at one of the most important events for the industry in the US Knowledge Center offers an innovation in…

Conversocial Reveals Success Metrics on Messenger as a Customer Service Channel

Messenger Proves 83% More Cost Effective for Volaris Over Other Customer Service Channels Conversocial, the leading digital care platform for social messaging, announced findings from its first customer case study on Facebook Messenger customer chat, demonstrating just how valuable Messenger can be as a customer service channel. In November 2017, Conversocial became one of the first platform providers to participate in the closed beta launch of Messenger Platform's customer chat, a new capability that enables customers…

AI-Powered Customer Service Company Simplr Raises $8 Million in Series A

Simplr Will Use Its Series A Funding to Work On A New Combination of Human Power and Machine Learning to Disrupt Customer Service Outsourcing In an increasingly connected and social media dominated the world, customer service is quickly becoming the key differentiator among e-commerce brands. Consistent, reliable and rapid-fire customer service is a necessary element of any successful business. According to a 2018 Customer Service Benchmark Report, 62% of companies don’t respond to customer inquiries in a timely…

Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service

New AI-Powered Capabilities Allow Enterprises to Optimize Support Operations and Deliver Superior Customer Service at Scale Helpshift, the company revolutionizing the customer service industry, announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human—while reducing time to resolution, optimizing operations, lowering overhead in the contact center, and improving day-to-day life for…