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Tracey E. Schelmetic
Dot Commentary
By
Tracey E. Schelmetic
TMC
Tracey E. Schelmetic is a TMCnet contributing editor.
Latest Articles
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
Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information
10/06/2023
UserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding
10/03/2023
Study Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization
10/02/2023
Customers Believe Companies Are Making Them Work Too Hard
09/29/2023
AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
09/28/2023
Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
09/27/2023
BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
09/19/2023
Study Finds the Cost of Poor Customer Support Continues to Rise
09/18/2023
Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
09/15/2023
CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
09/11/2023
Verint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace
09/06/2023
New Study Measures Consumer Attitudes Toward AI in Customer Support
09/05/2023
Narakeet Launches AI Solution to Convert Video Subtitles into Native Speech
09/01/2023
Appen Limited Launches New Solutions to Reduce Bias and Toxicity in Chatbots
08/31/2023
Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform
08/31/2023
8x8 Underscores Success of Supervisor Workspace Solution Introduced in March
08/25/2023
Newly Rebranded Airkit.ai Launches Airkit.ai eCommerce Solution for No-Code AI Agents
08/23/2023
Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services
08/21/2023
Verint Study Finds Customer Expectations Continue to Rise
08/16/2023
Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry
08/15/2023
Ring Central Introduces RingCX Native Contact Center Solution
08/14/2023
Salesforce Launches Starter All-in-One CRM App for Small Businesses
08/14/2023
Study Finds E-Commerce Cart Abandonment is Often About Perceptions of Digital Security
08/10/2023
Cogito and Medallia Partner for Customer Data-Driven Experience Management
08/09/2023
Language I/O Raises $8 Million in Funding for Real-Time Translation Technology
08/08/2023
Televerde Begins New Call Center Program at Indiana Women's Prison
08/08/2023
ASAPP Launches Tool for AI-Based Automated Agent Evaluation
08/07/2023
NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions
08/01/2023
Twilio and AWS Deepen Partnership Around Predictive AI Technology
07/31/2023
AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences
07/28/2023
LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations
07/28/2023
Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data
07/24/2023
ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence
07/20/2023
IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions
07/19/2023
MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket
07/19/2023
G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering
07/12/2023
Genesys Announces FedRAMP Authorization for Its Cloud CX Platform
07/12/2023
Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric
07/11/2023
Qtrac and Raydiant Partner to Deliver Customized Customer Experiences
07/10/2023
MSP and BPO iQor Partners with AmplifAI Performance Enablement
07/03/2023
Contact Center Quality Management Company EvaluAgent Announces $20M in Funding
06/29/2023
Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance
06/28/2023
Bandwidth Partners with IT Consulting Company Miratech for Cloud CX
06/23/2023
Verint's Open CCaaS Platform Helps Companies Future-Proof Call Centers
06/22/2023
Evolve IP Integrates Contact Center Solution with UCaaS Environment
06/22/2023
Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement
06/20/2023
Salesforce Launches AI-Based Products for Marketing and E-Commerce
06/14/2023
Orbita Launches CallDeflectAI Solution to Help Healthcare Companies Automate Queries
06/14/2023
Insurance Company If P&C Chooses Attensi for Gamified Contact Center Training
06/13/2023
TDCX Announces New AI Consulting Arm
06/07/2023
UK Customers Abandon Merchants That Lack Favorable Shipping Options
06/06/2023
TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications
06/05/2023
Hootsuite Announces Enhanced Inbox to Help Brands Address Social Media Private Messaging
06/01/2023
Study Finds Customers are Wary of Bias and "Hallucinations" in AI
06/01/2023
UJET Furthers Integration with Microsoft Teams for Better First-Call Resolution
05/30/2023
Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution
05/25/2023
RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences
05/24/2023
Vonage Partners with WhatsApp for Payments in Singapore
05/24/2023
Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets
05/22/2023
CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities
05/18/2023
Five9 Partners with German Managed Services Provider WTG
05/18/2023
SharpenCX Acquires Omnichannel Messaging Solution Webtext
05/17/2023
Boost.ai's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience
05/16/2023
Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI
05/11/2023
AI Is Driving Greater Accuracy in Advanced Speech Recognition
05/10/2023
CSG's State of the Customer Experience Highlights a Path to a Better CX
05/09/2023
StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform
05/09/2023
Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform
05/04/2023
Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center
05/02/2023