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Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance
A new study by Invoca found that most contact center managers are still stuck in the past, tediously sifting through random call samples by hand inste…
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Employee Experience, Cloud and AI Investments Power Enhanced Customer Experience
Most CEOs agree that improvements in CX and EX directly affect their net profit, according to an NTT report. Still, there is room for improvement, as …
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Breaking Down Silos: Verint Launches Enterprise Experience Management
Verint introduced Verint Enterprise Experience Management, a solution that enables organizations to gather and analyze customer experience insights ac…
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Bandwidth Partners with IT Consulting Company Miratech for Cloud CX
Cloud communications company Bandwidth and IT consulting company Miratech recently announced a collaboration in an effort to accelerate digital custom…
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Verint's Open CCaaS Platform Helps Companies Future-Proof Call Centers
At its recent customer engagement event in Las Vegas, customer engagement solutions provider Verint demonstrated its Open Contact-Center-as-a-Service …
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CallTower Debuts Upgraded CRM Integration for Microsoft Teams
CallTower, a provider of enterprise-grade unified communications, contact center and collaboration solutions via the cloud, unveiled its enhanced CRM …
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Evolve IP Integrates Contact Center Solution with UCaaS Environment
UK-based Evolve IP recently added a new contact center solution to its collaboration services mix that is integrated with its unified-communications-a…
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Contact Centers Receive Boost via Verint's Engagement Data Insights
Verint, The Customer Engagement Company, launched Verint Engagement Data Insights, providing business users no-code, no-training, self-service access …
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Storyteq Acquires Pixelz.ai to Futurize Brand-Compliant Generative AI
Storyteq, the technology arm of Inspired Thinking Group (ITG), has acquired Pixelz.ai to accelerate generative AI capabilities.
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Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement
Customer engagement platform company Twilio Inc. and Google Cloud recently announced an expansion of their long-standing partnership to bring Google C…
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Top 5 Reasons Sales Teams Should Use Video for Prospecting
Video is the future of sales prospecting and sales professionals who haven't jumped on this trend yet should do this quickly.
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Lilt Create: An Accessible, Multilingual Writing App Powered by Generative AI
Lilt's newest tool - Lilt Create - enables quick generation and finalization of on-brand, well-written and locally relevant content.
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Salesforce Launches AI-Based Products for Marketing and E-Commerce
Salesforce has announced its latest generative AI product offerings: Marketing GPT and Commerce GPT.
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Orbita Launches CallDeflectAI Solution to Help Healthcare Companies Automate Queries
AI-powered virtual assistant and healthcare automation workflow company Orbita recently launched its CallDeflectAI solution that addresses the overwhe…
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CUSTOMER Magazine Announces Winners of the 2023 Contact Center Technology Award
TMC announced the winners of their 18th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Insurance Company If P&C Chooses Attensi for Gamified Contact Center Training
If P&C recently set out to transform its training to sharpen the skills of its public-facing staff via gamified simulation training scenarios from Att…
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Genesys Utilizes Generative AI to Create New Value for Customers
The latest generative AI addition to the platform deepens Genesys AI's expansive predictive, conversational language processing and analytics capabili…
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Carbyne Powers Atlanta's Efforts to Enhance Public Safety
The Carbyne Platform is live in Atlanta, equipping the city's 911 call center with enhanced capabilities for faster, more efficient and accurate emerg…
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UpdateAI Raises $2.3M to Automate Post-Sales Workflows
UpdateAI, the ChatGPT-powered CS platform, announced a milestone with a $2.3 million funding round led by IdealabX.
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Zappix and OP360 Create Seamless Self-Service Experiences
Zappix and OP360, in a new partnership, bring together their expertise to address the evolving customer experience demands.
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