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Tracey E. Schelmetic
Dot Commentary
By
Tracey E. Schelmetic
TMC
Tracey E. Schelmetic is a TMCnet contributing editor.
Latest Articles
Calabrio Announces Insights BI Solution Embedded in Calabrio ONE WFM Platform
05/08/2024
ServiceNow and Genesys Partner for Customer and Employee Experience Solution
05/08/2024
TTEC Holdings and Bright Software Partner for AI-Powered Agent Learning
05/03/2024
8x8 Announces Enhancements for Cross-Organization Customer and Employee Engagement
05/03/2024
3CLogic to Provide Large Insurance Company with ServiceNow Cloud Contact Center
05/01/2024
Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities
05/01/2024
German AI Customer Support Provider Parloa Announces Funding Round
04/30/2024
AI Call Center Company Talkdesk Announces Appointment of New CTO
04/26/2024
LSU Athletics Deploys Sprinklr Insights to Capture Fans on Social Media
04/25/2024
Five9 and Zendesk Deepen Partnership for Customer Care Automation and Personalization
04/25/2024
TELUS International Study Highlights the Importance of Voice Engagement for Customers
04/24/2024
Nimble and PhoneBurner Partner for a Solution to Improve Outbound Calling
04/23/2024
Calabrio Offers a New Solution to Quality Monitor and Analyze Chatbots
04/23/2024
Gen AI Outbound Calling Solutions Provider Vodex Announces $2 Million Seed Round
04/15/2024
Talkdesk Announces Generative AI Suite for On-Premises Environments
04/11/2024
Verint Open Platform Integrated with Webex App Hub for Webex Contact Center
04/11/2024
Colleen AI Launches Voice AI Solution for Multifamily Property Management
04/10/2024
Emplifi Introduces 10 New AI Powered Solutions for Customer Care Automation
04/10/2024
Aircall Releases Aircall AI in French, German and Spanish
04/09/2024
'Mediafly for Sugar' Aims to Provide Tools for Better Sales Engagement
04/01/2024
Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility
03/28/2024
Attentive Offers Solutions for Better AI Customer Interaction and Personalization
03/28/2024
Talkdesk and Verint Expand Partnership for Workforce Management
03/26/2024
German Multinational Henkel Expands Relationship with Adobe for Generative AI
03/25/2024
European Railway Company Chooses 3CLogic Contact Center for ServiceNow
03/21/2024
Las Vegas Valley Water District Chooses Talkdesk for CX
03/20/2024
AudioCodes Adds Omnichannel Capabilities to Voca CIC
03/15/2024
Talkdesk Adapts its Autopilot Virtual Agent for Healthcare Applications
03/15/2024
Managed Cloud Services Company InterVision Adds CCaaS to its Platform
03/15/2024
MSP iQor Adds NICE CXone to Support Utility and Energy Customers
03/13/2024
King Power Chooses 8x8's SMS API to Integrate into its E-Commerce Platform
03/12/2024
Alorica Debuts Solution to Eliminate Language Barriers in Customer Support
03/12/2024
Yellow.ai Introduces AI-Powered Customer Email Management Solution
03/07/2024
Accelecom Adds CCaaS Solution to its Portfolio
03/07/2024
8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center
03/06/2024
Survey Finds Three-Quarters of Consumers Make Purchases Based on SMS
03/05/2024
Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support
03/04/2024
Bright Pattern Partners with Arthur Lawrence for CX Initiatives
03/04/2024
Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending
02/27/2024
CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey
02/27/2024
Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI
02/26/2024
Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality
02/26/2024
Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions
02/23/2024
Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign
02/09/2024
8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS
02/09/2024
MSP iQor Adds NICE CXone to Its Portfolio
02/09/2024
TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries
02/08/2024
Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing
02/08/2024
Pictory Introduces Simple Script-to-Video Converter for Content Marketers
02/07/2024
Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare
01/29/2024
Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering
01/29/2024
IntelePeer Aims to Help Build a Roadmap to Customer Service Automation
01/26/2024
Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution
01/26/2024
Hammer Announces Hammer Edge QA Addition to Cloud Platform
01/26/2024
Vonage Study Highlights Customer Frustrations with Support Experiences
01/25/2024
Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers
01/25/2024
NICE Announces the Closing of LiveVox Acquisition
01/01/2024
Talkdesk Debuts Support Solution Designed for Higher Education
12/29/2023
MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs
12/28/2023
MSP NUSO Acquires Italian SaaS Company Mida Solutions
12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
12/21/2023
Coveo's Relevance Generative Answering Solution, Now Generally Available
12/20/2023
Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub
12/19/2023
CommBox Debuts Generative AI Chatbot Support for the Call Center
12/13/2023
Examining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers
12/13/2023
8x8 Inc. Introduces Sales Assist for Retailers
12/13/2023
Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls
12/12/2023
Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions
12/11/2023
Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents
12/07/2023
Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions
12/06/2023
Cyara Acquires AI Testing Company QBox
12/05/2023
Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations
12/04/2023
Operata Introduces New Suite of Tools to Further Customer Experience Observability
12/04/2023
Club Med Expands Deployment of NICE CXone Following Positive Results
11/22/2023
Twilio and Nylas Partner on Improved Call Center Access to Communication Tools
11/22/2023
SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement
11/15/2023
TELUS International and Five9 Expand Partnership for CCaaS Platform
11/14/2023
Five9 Releases Custom Cloud Contact Center Solution for Student Engagement
11/14/2023
TELUS and Five9 Expand Partnership for CCaaS Platform
11/13/2023
CallMiner Announces New Generative AI Features to Manage and Enhance Data
11/13/2023
Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment
11/13/2023
Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers
11/10/2023
Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season
11/10/2023
JPMorgan Chase Announces Virtual Call Center Team in Baltimore
11/09/2023
LivePerson Introduces Suite of Conversational Intelligence Solutions
11/07/2023
Yeastar Reveals Changes and Plans to Its Contact Center Solution
11/03/2023
ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center
11/03/2023
UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone
11/02/2023
Verint Expands Partnership with Zoom Via the ISV Exchange Program
10/31/2023
AMC Technology Releases DaVinci Integration for Microsoft Teams
10/23/2023
Study Finds Data Quality at the Core of AI Automation Success
10/20/2023
Verint Launches New Specialized Bot to Protect Customer Data
10/20/2023
New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants
10/19/2023
8x8 Contact Center Expands to Offer Native Video Functionality
10/13/2023
Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation
10/13/2023
AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys
10/12/2023
NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop
10/12/2023
SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications
10/11/2023
AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage
10/09/2023