Salesforce Delivers LiveMessage for Service Cloud—Bringing Next Generation Conversational Service to Any Company

PRESS RELEASE: Salesforce delivered LiveMessage, ushering in the next generation of conversational service through its industry-leading Service Cloud. LiveMessage personalizes service communication by providing any company with the ability to engage customers via messaging apps like Facebook Messenger or SMS/MMS, directly within Service Cloud. Companies can either use Service Cloud Bots to streamline the information gathering process or easily integrate 3rd party bots via Bring Your Own Bot (BYOBot) to accelerate their transformation to conversational service. Continue reading Salesforce Delivers LiveMessage for Service Cloud—Bringing Next Generation Conversational Service to Any Company

Carlson Rezidor Hotel Group Selects inContact Cloud Solutions to Power Customer Service Operations

PRESS RELEASE: inContact (a NICE company) announced their selection by Carlson Rezidor Hotel Group to transition from their legacy contact center system to inContact’s scalable Customer Interaction Cloud. Carlson Rezidor specifically sought out a cloud solution to accommodate their growing customer base and meet their customer service goals. inContact cloud solutions provide Carlson Rezidor with a competitive advantage through a cost-effective model for their complex telecommunications needs. Continue reading Carlson Rezidor Hotel Group Selects inContact Cloud Solutions to Power Customer Service Operations

City of Mesa to Deploy Aspect Software’s Interactive Text Response Chatbot Application to Provide Self-Service Solutions

PRESS RELEASE: Aspect Software announced that the City of Mesa, AZ, will deploy an automated, text-based consumer engagement solution leveraging Aspect’s award-winning CXP™ platform and natural language Interactive Text Response (ITR). The chatbot will give residents who are customers of the municipality’s city services basic account management, mobile bill payment, and faster answers to account and basic service questions. Continue reading City of Mesa to Deploy Aspect Software’s Interactive Text Response Chatbot Application to Provide Self-Service Solutions

Deploy Customer Callback in Minutes: How the Virtual Hold Technology Cloud Platform Helps Companies Enhance the Customer Service Experience

Virtual Hold Technology (VHT) has announced updates to its cloud-based callback platform, enhancing how brands make meaningful connections with customers looking for service and support. The software-as-a-service (SaaS) cloud architecture simplifies deploying and managing callback across voice, digital and mobile channels, allowing brands to connect with customers on any preferred channel. Continue reading Deploy Customer Callback in Minutes: How the Virtual Hold Technology Cloud Platform Helps Companies Enhance the Customer Service Experience

Upstream Works Software Expands with New Office in Europe

PRESS RELEASE: Upstream Works Software, Ltd., a provider of Omnichannel Contact Center solutions announced expansion plans with the opening of its new European office in UK and the appointment of seasoned industry professional Andy McDonald as VP and GM of EMEA. The expansion is part of a strategic initiative to better serve growing demand in the region for best-in-class communication solutions. Continue reading Upstream Works Software Expands with New Office in Europe

RingCentral Expands Professional Services Offering for Enterprise Customers

PRESS RELEASE: RingCentral announced the addition of Extended Enterprise Support to its RingCentral Professional Services™ portfolio. This program provides enterprises requiring premium support services a dedicated team of technical account managers and customer success managers. Continue reading RingCentral Expands Professional Services Offering for Enterprise Customers

Pindrop Hires Cisco Executive Robert Krohn as SVP of Engineering to Expand Engineering Leadership

Pindrop announced two executive hires to their engineering team: Robert Krohn as SVP of Engineering and, Ephraim Dobbins as VP of Engineering for fraud detection products. The two executives join Chris Halaschek, VP of Engineering for authentication products, to form the engineering leadership team. Continue reading Pindrop Hires Cisco Executive Robert Krohn as SVP of Engineering to Expand Engineering Leadership