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Customers Believe Companies Are Making Them Work Too Hard
According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…
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Bandwidth, Google and Cognigy Shake Up Contact Center AI
Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…
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AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…
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More Enterprises Turn to CCaaS to Deliver Better Customer Interactions
Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…
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The benefits of Salesforce phone system integration
Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…
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Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers
Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…
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The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z
A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.
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Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends
The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…
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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'
Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.
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BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …
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ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users
Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.
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Study Finds the Cost of Poor Customer Support Continues to Rise
A new study commissioned by generative AI customer service platform Airkit.ai found that customers' expectations continue to rise, and the costs for d…
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Customer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm
The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…
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Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
Intradiem's AI model measures the data against expectations or past performance in real-time and designates each agent's burnout risk assessment on it…
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Boost Loyalty with Sinch MessageMedia's New SMS Service
SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from…
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Amarillo Chooses Dell Technologies' GenAI for Improved Community Service Accessibility
Amarillo, Texas, and Dell plan to create an online digital assistant that uses generative AI to provide residents with details on government and city …
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CUSTOMER Magazine Announces Recipients of the 2023 Customer Experience Innovation Awards
The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over a…
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Brevo Answers the Call for Frictionless Purchasing with Innovative CRM Solutions
Brevo, a provider of CRM solutions, meets the growing customer demand for frictionless purchasing experiences with new sales solutions.
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CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
Call analytics company CallTrackingMetrics recently announced the launch of its new feature, ChatAI, the newest entry in CallTrackingMetrics' suite of…
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