While a lot of functionality is making its way to the Internet through the various forms of cloud computing, support for customer service varies widely. James Urquhart is a field technologist with ...

Salesforce is giving its Service Cloud customer service platform the Einstein AI treatment. The CRM giant on Monday rolled out Service Cloud Einstein, a souped up version of its customer service cloud ...

Nextiva is a company that takes pride in being able to offer its customers excellent levels of customer service. It operates in the cloud computing industry, which has been growing at an incredible ...

Varolii also will extend Nuance’s market leadership in cloud-based customer service through the addition of over 400 deployments with enterprise organizations, many of which have implemented ...

Salesforce.com is continuing to build out its portfolio of software-as-a-service products with the general availability of Einstein Bots for its Service Cloud platform. Service Cloud is software ...

A loyal customer of more than five years has an issue with one of your products. She tweets at your brand, hoping for a quick resolution. Your community manager replies, providing her with the email ...

Oracle has agreed to acquire RightNow Technologies for roughly $1.5 billion, or $43 per share -- which would see the IT giant pay a 20 percent premium over RightNow's closing price on Friday. The ...

Calling a contact center can be a frustrating experience, and not one that many people look forward to. It’s therefore not surprising that many calls end with customers simply hanging up in ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. It used to be that organizations had individual clouds for their ...

BURLINGTON, Mass.--(BUSINESS WIRE)-- Nuance Communications (NAS: NUAN) today announced that it has signed an agreement to acquire Varolii, the leading provider of cloud-based outbound customer ...