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Televerde Begins New Call Center Program at Indiana Women's Prison

By: Tracey E. Schelmetic    8/8/2023

Call center services outsourcing company Televerde recently announced the opening of a new contact center at the Indiana Women's Prison.

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ASAPP Launches Tool for AI-Based Automated Agent Evaluation

By: Tracey E. Schelmetic    8/7/2023

Contact center solutions provider ASAPP recently introduced CoachingAI, a new product that automates the quality evaluation for 100% of contact center…

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CallRail Labs Joins Forces with Small Businesses for AI Advancements

By: Greg Tavarez    8/3/2023

CallRail unveiled its innovation initiative, CallRail Labs, aimed at harnessing the power of AI to revolutionize call analytics.

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NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions

By: Tracey E. Schelmetic    8/1/2023

NICE recently introduced its new generative AI-powered "Enlighten Actions Industry Benchmarks" to allow brands to holistically compare their operation…

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Twilio and AWS Deepen Partnership Around Predictive AI Technology

By: Tracey E. Schelmetic    7/31/2023

AWS and customer engagement solutions provider Twilio recently announced an extension of their longstanding strategic partnership that will place AI c…

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AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences

By: Tracey E. Schelmetic    7/28/2023

Chat to Conversion is a generative AI-powered tool designed to help local businesses engage with customers and track conversions across multiple chann…

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LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations

By: Tracey E. Schelmetic    7/28/2023

Conversational AI company LivePerson announced the launch of LivePerson Marketplace, its new hub for integrations that extend the capabilities of the …

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Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data

By: Tracey E. Schelmetic    7/24/2023

A recent Forrester Consulting Opportunity Snapshot, "Elevate Your Integration Strategy for Maximum Business Impact," was commissioned by AI-powered ma…

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ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence

By: Tracey E. Schelmetic    7/20/2023

Quebec-based ComputerTalk, developer of ice Contact Center with Microsoft Teams, and Tethr, an AI-powered conversation intelligence platform, recently…

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IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions

By: Tracey E. Schelmetic    7/19/2023

IrisCX, which provides a smart video platform for virtual product selection, DIY setup and support, recently introduced Session Score, a real-time, AI…

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MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket

By: Tracey E. Schelmetic    7/19/2023

Managed service provider Fusion Connect, a Microsoft Cloud Solution Provider, recently launched its contact center-as-a-service solution CCaaS Profess…

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Navigate Economic Turbulence through Customer Retention

By: Greg Tavarez    7/17/2023

According to a OneSignal report, many product and marketing professionals, engineers and C-suite executives still allocated more resources toward cust…

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UseChat Rolls Out Custom Chatbots Powered by ChatGPT for Seamless Customer Support

By: Greg Tavarez    7/12/2023

UseChat AI chatbots, powered by ChatGPT, provide precise and immediate responses tailored to a website's content.

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G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering

By: Tracey E. Schelmetic    7/12/2023

G12 Communications recently announced its partnership with contact center solutions company Luware to deliver an innovative Teams Contact Center offer…

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Genesys Announces FedRAMP Authorization for Its Cloud CX Platform

By: Tracey E. Schelmetic    7/12/2023

Genesys recently announced that it has achieved Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate Impact level…

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Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric

By: Tracey E. Schelmetic    7/11/2023

To update the metric, contact center and customer experience solutions provider Genesys recently introduced what it's calling its Experience Index met…

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Qtrac and Raydiant Partner to Deliver Customized Customer Experiences

By: Tracey E. Schelmetic    7/10/2023

Qtrac recently announced a partnership with Raydiant, a provider of customized digital media content experiences designed to engage customers.

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Astound and Intermedia Launch Omnichannel Contact Center Platform for Improved Customer Care

By: Greg Tavarez    7/6/2023

Astound Business launched its Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.

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Cyara Strengthens CX Transformation Portfolio with CentraCX Acquisition

By: Greg Tavarez    7/6/2023

Cyara announced its acquisition of CentraCX, a comprehensive SaaS-based voice of the customer solution, designed specifically for contact centers.

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Sprinklr Empowers Businesses with Upgraded Generative AI Bots and a Suite of New Features

By: Greg Tavarez    7/5/2023

Sprinklr unveiled more than 100 new capabilities, including AI and generative AI-powered capabilities, as part of the company's spring platform releas…

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