CustomerZone360 Contributors

Tracey E. Schelmetic


Tracey E. Schelmetic is a TMCnet contributing editor.


Latest Articles

New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots 05/21/2024
Onvego Launches AI-Based Smart Receptionist for Call Handling 05/21/2024
Avaya and LivePerson Partner for 'Innovation Without Disruption' 05/20/2024
Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud 05/20/2024
Avaya Announces Enhancements to Avaya Experience Platform 05/17/2024
Calabrio and Avaya Expand Integration with WFM for the AXP Public Cloud 05/17/2024
Sanas Granted Patent for Real-Time AI Accent Conversion Technology 05/13/2024
Sprinklr Surveys Mark the Company's Entry into Customer Feedback Management 05/10/2024
Marchex Announces Sentiment Suite to Analyze Customer Emotion 05/10/2024
Sprinklr's Surveys Mark the Country's Entry into Customer Feedback Management 05/10/2024
CallRail Announces New AI-Driven Multi-Conversation Insight Capabilities 05/09/2024
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 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