InStranet's knowledge-base management software can improve call-center and self-service portal performance by reflecting an end-user's particular context On-demand CRM (customer relationship ...

The company acquires InStranet, a call center software provider, and plans a new offering for its software-as-a-service platform. Mike Ricciuti joined CNET in 1996. He is now CNET News' Boston-based ...

Customer support has become a crowded field in enterprise technology as software vendors from Microsoft to Salesforce rush to arm organizations with tools to create one-stop service centers. The ...

Customer support has become a crowded battlefield in enterprise technology as software vendors such as Microsoft Corp. and Salesforce.com Inc. rush to arm organizations with tools to create one-stop ...

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

The native CCaaS solution offers a single data source for customer information and an application that unifies AI, channels and CRM.

Vonage's AI-powered voice solution for virtual and human agents brings next-gen intelligence to customer engagement to elevate the customer experience Vonage Contact Center + Salesforce Voice and ...

Millions of U.S. residents rely on personalized interactions with government for information regarding crucial services like healthcare, student loans, benefits and much more. In increasingly ...