CustomerZone360 Contributors

Tracey E. Schelmetic


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 Launches 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'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