customer

CustomerZone360 Contributors

Contributors home

Tracey E. Schelmetic

Dot Commentary
By Tracey E. Schelmetic
TMC

Tracey E. Schelmetic is a TMCnet contributing editor.
 

Latest Articles
New from Twilio: Linked Audiences in Twilio Segment for Amazon Redshift 01/06/2025
Outbound Contact Centers are Under Pressure from Fraud and Spam 01/03/2025
Smart Decisions in the New Year: Vivint Taps Salesforce's Agentforce 01/03/2025
Genesys Announces Significant Growth for its Genesys Cloud Platform 01/02/2025
Sinch Makes Predictions about Customer Communication Trends for 2025 01/02/2025
Integration Between Fullpath and CallRevue Improves Auto Dealerships' Customer Interactions 12/31/2024
JPMorgan Chase Announces New Virtual Call Center in Atlanta 12/30/2024
Wyze Labs Boosts its Customer Support Automation with LiveX AI 12/30/2024
Diabolocom Chooses Ribbon Communications' DCI Solution 12/19/2024
Significant Gaps Found in Contact Centers' WEM Strategies 12/19/2024
Conversation Intelligence, Enhanced: Calabrio Announces Acquisition of Echo AI 12/19/2024
Peer-to-Peer Lending Company Prosper has Chosen NICE for Modern CX Improvements 12/18/2024
8x8 Partners with Descope for Drag-and-Drop Identity and Access Management 12/18/2024
Five9 Announces Expansion of Microsoft Teams UC Integration 12/17/2024
Alvaria CX Launches New Intelligence Platform for Contact Centers 12/17/2024
Verint Adds Real-Time CX/EX Scoring Bots to Verint Open Platform 12/17/2024
A Look at ServiceNow and Five9's AI-Powered Employee and Customer Experience Platform 12/02/2024
Five9 Launches New AI Agents, Enhances its Intelligent Virtual Agents Platform 12/02/2024
CommBox Secures $15M Investment, Enhances its Chatbot Platform 11/27/2024
Data from Telesign Reveals the Toll of Fraud on Customer Sentiment 11/26/2024
ServiceTitan Chooses Ooma's 2600Hz, New UCaaS and CCaaS Solutions on the Horizon 11/25/2024
Windstream Enterprises Adds Talkdesk Express to its Expanding Solutions Portfolio 11/25/2024
Talkdesk Adds Agentic AI Across Its AI Portfolio 11/08/2024
New Survey Finds Customers Still Prefer Speaking with Human Agents 11/06/2024
Alorica Sees Success in Determining Customer Intent with Google Cloud Integration 11/06/2024
iQor Adds AI-Simulated Training to Symphony Ecosystem 11/06/2024
Teneo Introduces Agent Contact Center to Automate More Calls with GenAI 11/05/2024
Regal Raises Funds to Advance High-Touch GenAI Agent Technology 11/05/2024
Five9 Announces New Data Centers in India, Achieves UL VNO Licensing 10/17/2024
New Partners ibex and Parloa Team Up for Improved AI Customer Engagement 10/16/2024
RingQ Debuts Game-Changing Cloud-Based Contact Center Solution 10/16/2024
Vonage Joins Salesforce's 'Bring Your Own Channel' Pilot Program for CCaaS 10/16/2024
New Study from Intradiem and Metrigy Finds Agent Engagement Drives Best Business Outcomes 10/04/2024
Five9 and Verint Announce Extension of Cloud-to-Cloud Partnership 10/03/2024
Pypestream Debuts Contact Center Tool to Bridge Gap Between Human and AI Agents 10/02/2024
Acquire BPO Releases 'AI in Customer Service Survey' Results 09/20/2024
Incisiv and Talkdesk Release Retail Customer Experience Index 09/20/2024
Broadvoice Adds Workforce Management Feature to its Flagship CCaaS Platform 09/18/2024
IntelePeer and Pindrop Partner for More Secure Caller Authentication 09/18/2024
BPO Clients Are 'Less Satisfied' with Engagements Based on AI, New Report Indicates 09/10/2024
Accent Translation Company Sanas Announces New Partnerships 09/06/2024
8x8 Announces Successful Year for Its AI-Driven Customer Experience Platform 09/05/2024
Swampfox Announces New Intelligent Customer Experience Update, Furthers 'Innovate in Place' Initiative 09/03/2024
Yeastar Adds New Communications Capabilities to its Platform 09/03/2024
AVOXI Study Uncovers Contact Center Voice Channel Opportunities and Barriers 08/26/2024
GoTo Adds 40+ Product Enhancements and New Integrations to GoTo Connect 08/23/2024
Open Network Exchange Adopts NICE's Enlighten AI for Improved CX 08/23/2024
Carbyne Announces United Hatzalah as a New Customer for Next-Gen 911 Platform 08/20/2024
Forrester Research Advises Contact Centers to Overhaul Core CX Competencies 08/16/2024
Qualtrics Announces FedRAMP Authorization for its Conversational Analytics Suite 08/13/2024
Interactions Introduces Task Orchestration to Support Conversational AI 08/12/2024
Calabrio and Five9 Partner on Product Integration for Contact Center Efficiency 08/08/2024
GoTo Adds WhatsApp as a New Customer Engagement Channel 08/07/2024
CX Team at Level AI Announces $39.4M in New Funding 08/06/2024
NovelVox Adds Services and Sales Modules to its CXInfinity Platform 08/05/2024
CommBox Study Finds New Gap in Customer Service Quality 07/30/2024
RingCentral Expands Partnership with Vodafone for Contact Center and UC Solutions 07/29/2024
Intermedia Adds AI-Driven Agent Evaluator to Contact Center Mix 07/25/2024
Infobip Announces the Availability of RCS Messaging for MNOs With New API 07/19/2024
Intermedia Introduces Archiving Solution for Improved Access to Contact Center Interactions 07/18/2024
Orange Cyberdefense Deploys NICE CXone to Eliminate Silos in CX Operations 07/17/2024
Katana Poll Explores Consumer Attitudes Toward Chatbots 07/15/2024
SuccessKPI and ConnectGen Partner for CCaaS Accelerator Solution 07/15/2024
Teneo.ai Announces Implementation of its Technology by a Fortune 500 Company 07/11/2024
Sinch Debuts Expanded Messaging Offering on Salesforce AppExchange 07/11/2024
Pipeliner Announces Updated Features for Voyager AI Gen Solution 07/08/2024
Workflow Automation Team at Rocketlane Announces $24 Million in Funding 07/02/2024
Humach Announces Digital Agent and Digital Assist Solution for Live Agents 07/02/2024
NICE Releases 2024 International Happiness Index to Evaluate CX Impacts 07/01/2024
Verint's IVA Solution Helps Travel Company Achieve Self-Service Containment of 95% 06/28/2024
GOCare and LiveOak Fiber Partner for Digital Customer Engagement 06/27/2024
Forrester's CX Index Finds Declining Customer Experiences 06/27/2024
Brandwatch Adds Case Management Feature to its Social Media Suite 06/26/2024
Genesys and Lighthouse Works Partner on Contact Center Solution for the Visually Impaired 06/25/2024
Contentsquare Launches New Customer Experience Intelligence Platform 06/21/2024
Flowcode Reimagines Product to Help Companies Connect Offline and Online Experiences 06/18/2024
Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark 06/12/2024
Verint Announces Adoption of Coaching Bots by Multinational Bank 06/12/2024
Zoho's New Product Aims to 'Democratize' CRM for Everyone 06/11/2024
Readymode iQ Tackles Modern Call Center Challenges 06/11/2024
Five9 and Salesforce Extend Relationship for AI Customer Experience Solution 06/10/2024
Verint Announces Top Five Bank Customer for its Open Platform 05/31/2024
Marchex Announces New Engagement with Luxury Auto Brand 05/30/2024
Ada Announces New Capabilities for Upskilling its AI Agent 05/30/2024
Abstrakt Partners with Intelligent Contacts for Collections Solution 05/30/2024
Affinity Plus Credit Union Adopts NovelVox Contact Center Solution 05/29/2024
Launchware Announces Two New Virtual Agent Solutions 05/29/2024
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