customer service

Dialpad, the AI-powered cloud business phone and contact center provider for modern businesses, announced a deal with Nuspire, a leading managed security services provider (MSSP), to provide call, contact center, and video conferencing for all of Nuspire's sales and support teams. "At Nuspire, we consistently look for ways to better serve and communicate with our clients, and Dialpad is the perfect partner to help us seamlessly scale and adapt," said Michael Wilson, Nuspire Chief Technology Officer. "With strong growth…

New research from Hiver highlights how consumers perceive customer support in 2020, and the cost of sub-par customer support As the COVID-19 pandemic continues, more than 80% of consumers in the US expect customer support to get more empathetic or more responsive, and in some cases, both, according to the findings of the report 'Customer Support Through The Eyes of Consumers in 2020' published by Hiver. Hiver, a global customer service solution, surveyed 1000 respondents in the US to give organizations insights into…

JetSense.ai, a leader in live chat and AI-driven chatbots, announces the launch of TextChat, a new sales tool enabling Shopify merchants to receive live chats from their stores via text message. TextChat ensures merchants never miss a sale due to an unanswered live-chat inquiry, leading to much higher conversion rates and many more sales. 71 percent of consumers said they would be less likely to choose a brand if it did not have human customer service representatives available. Merchants equipped with TextChat easily…

Tenfold, the world's leading provider of Advanced CTI solutions announced that a global Fortune50 Logistics Company has selected Tenfold's offering powered by their strategic partnership with Avaya to transform and improve their global service operations for 10,000 customer service reps. This collaboration will natively connect Tenfold's real-time cloud integration layer and intelligent integrated desktop agent with the market-leading Avaya Contact Center and Unified Communications suite for a fully integrated experience…

Self-service automation and secure, compliant capabilities have become mission-critical for modern call centers Zappix, the leading Visual IVR and self-service customer service provider, and Fonative, the compliant communications company, have teamed up to provide more new services that contact centers need today. As contact centers face the challenges of COVID-19, as well as increasing security requirements from legislation and regulations, Zappix and Fonative capabilities have quickly become a top priority for modern…

TechSee, the category leader in Intelligent Visual Assistance, announced it has raised $30 million in a Series C equity investment round. The round was co-led by OurCrowd, Salesforce Ventures, and TELUS Ventures with participation from Scale Venture Partners and Planven Entrepreneur Ventures. Founded in 2015, the Tel Aviv-based company has grown rapidly by reducing customer friction points for enterprises. Its Visual Assistance technology bridges the visual gap in customer service, allowing customers and technicians to…

Customers can now simplify and enhance customer experience with Mindsay’s Customer Service automation solution Mindsay announced the launch of its Customer Service Chatbot on Salesforce AppExchange, empowering companies to automate and enhance customer experience through conversational AI. Mindsay’s chatbots give brands the ability to automatically resolve a variety of customer requests, from simple FAQs to complex transactions. Marketing Technology News: Marketing Industry Veteran Jeff Stelmach Joins Stadiumred Group as…

3CLogic, the leading provider of cloud contact center solutions for ServiceNow, announced the adoption of its natively integrated voice platform by a major U.S. retail chain. The solution includes integration with both ServiceNow ITSM and CSM to meet the new remote work demands brought about by the impact of COVID-19, while replacing the existing on-premise Asterisk system to facilitate greater administrative flexibility and richer feature capabilities. Supporting over 150 owned retail locations (including grocery stores…

Zendesk, Inc. announced the addition of Instagram messaging to its customer support offering. This means businesses can now provide customer service on Instagram from directly within Zendesk. As a leader in messaging for customer service, this aligns with the company’s continued investment in new social messaging channels and a new, modern workspace for businesses to connect, engage and transact with customers. Convenient Customer Service  The Messenger API for Instagram offers support for businesses to efficiently manage…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from edrone (E-Commerce), Kustomer (Customer Service), Telestream (Content), Concentrix (Customer experience), ZineOne (Customer Engagement). MarTech Startup, edrone, Secures Funding of USD 5.3 Million to Fuel Their Ambitions of Becoming One-Stop-Shop for E-Commerce Polish marketing technology startup edrone has raised USD 5.3 million Series A funding to fuel their ambitions of…

Kustomer, the modern customer experience CRM, announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in social communications and commerce. Marketing Technology News: Deliveroo and Onfido Expand Partnership to Provide Streamlined Digital Identity Verification Exceptional Customer Service Kustomer's CRM is the first true omnichannel customer…

Leading social media company Falcon.io announced that it is rolling out Messenger API support for Instagram Falcon.io, a Cision company, announced its latest collaboration with Facebook which enables brands to have Messenger API support for Instagram messaging in Falcon. Instagram messaging had previously been inaccessible for professional third-party customer engagement platforms like Falcon. Now, brands with high volume Instagram messaging will be able to use Falcon's unified inbox to offer world-class customer service.…

Polish marketing technology startup edrone has raised USD 5.3 million Series A funding to fuel their ambitions of building a marketing one-stop-shop for e-commerce. The capital came from two sources: a Hungarian VC, PortfoLion, in a Series A round, and an R&D grant for edrone's autonomous virtual assistant. It will be invested in research and business development for the CEE and LATAM regions. It’s their first funding after bootstrapping for four years. The product is aimed at medium and large e-commerce businesses…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from SurveyMonkey (Customer Experience), Gong (Sales Intelligence), Talkdesk (Customer Service), Medallia (Analytics), and Bloomreach (E-commerce). SurveyMonkey Launches GetFeedback Platform SurveyMonkey, a leader in agile software solutions for customer experience, market research, and survey feedback, launched its new customer experience (CX) solution, the GetFeedback platform.…

SugarCRM Inc., the innovator of time-aware CX, announced the launch of SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel customer service and support. SugarLive seamlessly embeds Amazon Connect’s advanced, omnichannel contact center capabilities into Sugar Serve’s intuitive Service Console, empowering teams with powerful tools for routing, tracking, prioritizing and solving customer service interactions. The increase of distributed workforces and reliance on digital channels…

Kakapo Systems, a developer of UCaaS and Call Center user applications for the Cisco BroadSoft platform, announced the release of SMS Queues for the Unity Contact Center. Unity Contact Center allows BroadSoft-based service providers to add email, web chat, Twitter, and call back queues to their voice-centric BroadSoft platform. The addition of SMS extends this multi-channel sales and service capability to the device that everyone has in their pocket. Marketing Technology News: Dun & Bradstreet Enters Into Agreement…

Global Human Resource Employment and Recruitment Agency Deploys Bright Pattern Omnichannel Interaction Platform to Enhance Their IT Service Management and Enterprise Service Management Bright Pattern, a leading provider of AI-powered omnichannel communication interaction software for service management solutions and ITIL contact centers, announced that it was chosen by one of the world's largest human resource service firms for ITSM process automation, omnichannel communications, and artificial intelligence. Bright…

8 in 10 consumers felt more confident making high-stakes purchases online when given a clear option to speak with a live agent; 1 in 3 will find a new brand when they run into website trouble There's no denying that the COVID-19 pandemic has impacted our lives: it is changing the way we work, how we interact with family and friends, and the way we shop. A new report from Invoca, "High-Stakes Purchases and Consumer Confidence in the COVID Era," highlights data from a survey of 500 U.S. adults to understand specifically how…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from Infosys (Customer Experience), ManyChat (Customer Service), Dun & Bradstreet (Analytics), XANT (Sales Engagement), and Adverity (AI/ML). Infosys to Acquire Blue Acorn iCi Infosys, a global leader in next-generation digital services and consulting, announced a definitive agreement to acquire Blue Acorn iCi, Adobe Platinum partner in the US, and a leader in digital customer…

Today’s Daily MarTech Roundup covers the latest in Cloud, Marketing Analytics, Automation, Customer experience, AI, and ML announcements from Salesforce (CRM), Blue Prism (Customer Service), Okta (Identity Management), Advertise Purple (Affiliate Marketing), and Sailthru (Marketing Automation). Salesforce Ventures Launches Second $100 Million Impact Fund Salesforce, the global leader in CRM, announced its second Impact Fund from Salesforce Ventures, the company’s global strategic investment arm. The new $100 million fund…