CUSTOMER NEWS
When AI Learned to Pick Up the Phone
Invoca's new Nico AI agent engages, qualifies, and converts leads across voice and SMS, helping companies respond faster, book more appointments, and …
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The AI Voice Compliance Crisis Nobody Is Talking About
As agentic voice moves into enterprise production, organizations must address global AI voice compliance across consent, call recording, data privacy,…
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AI-Powered Call Screening Is Forcing Contact Centers to Rethink AMD
TCN's new SmartAMD platform uses parallel AI models to identify live humans, voicemails, and modern call-screening tools more accurately, helping cont…
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CUSTOMER Magazine Announces Winners of 2026 Voice AI Technology Excellence Awards
The Voice AI Technology Excellence Awards honor innovative solutions that harness the power of artificial intelligence to elevate voice-driven experie…
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GoTo Makes the Argument That Small Business Shouldn't Mean Second-Rate CX
GoTo Connect CX Complete is designed to help small and midsized businesses deliver more connected, AI-powered customer experiences across phone, chat,…
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Is Your Business Intelligence Slowing You Down? Why Optimising Power BI Matters
A dashboard that takes thirty seconds to load is more than a technical nuisance; it is a bottleneck to executive decision-making. In high-stakes corpo…
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Shaping Influence: Giving Every Marketer an Analytics Assistant with Coupler.io
In modern marketing, the problem is no longer access to data. It is knowing what to do with it. Teams today are surrounded by dashboards, reports, …
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CUSTOMER Magazine Announces Winners of 2026 Product of the Year Awards
The CUSTOMER Product of the Year Awards recognize the technologies and solutions that are redefining how organizations engage with their customers and…
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As Spam Labels Rise, AVOXI Pushes a New Model for Trusted Outbound Voice
AVOXI's Trusted Outbound Voice launch highlights how contact centers are rethinking outbound calling with local caller ID, reputation management, and …
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54% of "CX Problems" Are Audio Problems: How to Stop Treating Call Quality Like Background Noise
In most contact centers, CX problems show up in familiar ways. They appear as longer calls, lower CSAT, more escalations, or agents who seem less e…
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Why Sinch's Voice Relay Matters for the Next Phase of Enterprise Voice AI
Sinch's new Voice Relay launch highlights how enterprise voice AI is evolving beyond chatbots, giving businesses a way to connect AI agents to live ph…
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In Searching for Top-Rated Communication Tools, Businesses Make This Giant Mistake
To achieve industry-leading customer satisfaction, businesses must shift from buying generic "top-rated" tools to adopting Unified Customer Experience…
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Ai Tools To Help You Choose Life Insurance
With how AI is evolving, the world around us is becoming much more simplified. Now, overwhelming tasks that would've taken hours to complete can be ca…
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Why 2026 Will Bring the Rebirth of the Contact Center Voice
Contact centers are entering a new era where agentic AI and real-time speech systems replace traditional IVR with open-ended, hyper-personalized voice…
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2025 TMC Labs CUTOMER Innovation Winners Elevate CX Through Tech, Workflow Refinement, Operational Design
The 2025 TMC Labs CUSTOMER Innovation Award winners showcase technologies that help organizations better understand customer intent, reduce effort, ac…
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The Best Inbound and Outbound Call Center Solutions for the New Era
Modern call center software must move beyond basic IVR to deliver hyper-personalized customer experiences using AI-powered unified platforms that aggr…
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Recipients of the 2025 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced
CCaaS Product of the Year winners empower organizations of all sizes to deliver faster, more personalized, and more efficient customer experiences.
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How AI Call Centers Are Changing Customer Service
Have you ever called a company and waited too long for someone to pick up? It can feel frustrating and tiring. That is why more businesses today are u…
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To Improve Customer Satisfaction, You Need These New Tools
Unlock unprecedented customer satisfaction and create loyal fans by adopting unified customer experience management (UCXM) platforms that leverage pro…
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How to Set Up a Contact Center in the Age of AI
Discover the essential, outcomes-first strategy for setting up a new contact center or fixing a "Frankenstein" legacy system, focusing on unified AI-p…
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CUSTOMER Magazine Announces Recipients of the 2025 CUSTOMER Experience Innovation Awards
The CX Innovation Awards honor the trailblazing companies redefining how businesses engage, serve, and retain customers across every channel - from di…
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The Top Cloud Contact Center Software Delivers the Best of Both Worlds
Cloud contact center software should include tight integrations, real plug-and-play, vendor partnership, and ROI-driven pricing, to deliver omnichanne…
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Why New Collaboration Tools are Needed for the Age of Agentic AI and Beyond
Enhance your customer experience by breaking down data silos and improving cross-functional collaboration with a unified customer experience managemen…
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CUSTOMER Magazine Announces Winners of the 2025 Conversational AI Excellence Awards
The Conversational AI Excellence Award winners represent companies setting the standard for how businesses use AI to deliver more intuitive, efficient…
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Future of CX Belongs to AI Agents and Intelligent Orchestration
Smart Communications' acquisition of Pendula highlights how agentic AI and intelligent orchestration are transforming CX, driving higher completion ra…
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CUSTOMER Magazine Announces Winners of the 2025 Contact Center Technology Awards
The evolution of customer experience isn't solely in the hands of human agents; it also depends on the technology empowering both human and AI-driven …
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AI Agents in Cricket Apps: Are They Helping?
AI agents are showing up in almost every app now, and cricket platforms aren't exempt from this. Some promise expert tips for fantasy teams, while oth…
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CUSTOMER Magazine Announces Winners of 2025 Voice AI Technology Excellence Awards
The Voice AI Technology Excellence Awards honor innovative solutions that harness the power of artificial intelligence to elevate voice-driven experie…
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Burnout on the Line: Smarter Solutions to Combat a Growing Crisis
Burnout is draining your contact center. Discover how better training and the right tools can keep agents sharp, calm, and performing.
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VoIP Provider Zadarma Integrates Three AI Voice Agents into its PBX Platform
London-based VoIP provider Zadarma integrated three AI-powered voice assistants directly into its PBX platform, a first in Europe, according to the co…
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CUSTOMER Magazine Announces Winners of the 2025 CRM Excellence Awards
The 2025 CRM Excellence Awards recognize companies whose products and services go beyond traditional customer relationship management, encompassing th…
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The Future of CX: Mosaicx Unveils AI-Native Engage Platform
Mosaicx has launched Engage, its next-gen AI-native CX platform to drive improvements in customer engagement and experiences.
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Jabra Reviving Human Focus Amid AI Revolution in Customer Experience
Jabra looks to redefine how customer service teams make good on the promise of quality CX by combining the "what" of customer conversations, with "how…
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Branded Calling is a CX Imperative
Branded calling can protect outbound operations and significantly boost customer experience and engagement in a scam-laden world.
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Driving CX Improvements with Advanced AI Agents
the integration of agentic AI will revolutionize how organizations improve CX and cultivate stronger customer relationships.
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Voice2Me.ai Introduces Multimodal AI Agents for ServiceNow
Voice2Me's AI Agents provide multimodal customer support in 50+ languages, improving customer experience and improving time to resolution.
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The Rise of Crypto Casinos: Is This the Future of Online Gambling?
Cryptocurrency has transformed many industries and online gambling is no exception. Crypto casinos are rapidly gaining popularity, offering players fa…
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Using AI To Help You Review Your Life Insurance Policy
Life insurance is one of the most important aspects of proper financial planning. However, ensuring your policy aligns with your specific needs can be…
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Tech Revolution: The Hottest Innovations You Can't Ignore!
Technology is evolving faster than ever, reshaping industries, economies, and daily life. Staying informed about technological advancements is essenti…
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CUSTOMER Magazine Announces Winners of 2025 Product of the Year Awards
The CUSTOMER Products of the Year Award honors companies that are driving innovation across the call center, CRM, and teleservices industries.
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The Human-AI Partnership: Elevating Customer Service Without Losing the Personal Touch
How businesses can leverage AI to improve customer experiences without losing the human touch of customer interactions.
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Despite Digital Dominance, the Phone Remains a Customer Service Cornerstone
Despite the growth of digital channels, like email, messaging, and social media, traditional voice remains a critical customer interaction tool.
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Genesys Extends Customer Engagement to Social Media with New Social Listening Capabilities
Genesys is looking to help brands bridge the gap between customer sentient and the contact center with its new Genesys Cloud Social, the latest additi…
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Luware Unleashes New Teams-Integrated Contact Center
Luware has announced its Luware Nimbus Power, a next-generation contact center solution that leverages Microsoft Teams Phone extensibility.
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Why Outsourcing Technical Support Is a Game-Changer for Your Company
Technical Support Outsourcing helps businesses thrive by providing cost-effective, expert customer service that operates 24/7, allowing you to scale s…
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net2phone Launches AI Agent to Transform Customer Engagement Across Channels
net2phone has launched its new net2phone AI Agent, a sophisticated virtual agent that leverages conversational AI to manage a wide range of tasks acro…
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net2phone Launches Unveils AI Agent to Transform Customer Engagement Across Channels
net2phone has launched its new net2phone AI Agent, a sophisticated virtual agent that leverages conversational AI to manage a wide range of tasks acro…
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TMC Announces Winners of the 2024 CUSTOMER Magazine TMC Labs Innovation Award
TMC Labs Innovation Award winners demonstrate raw innovation, unique features, and significant contributions toward improving how businesses deliver q…
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Driving Innovation in Customer Engagement: The 2024 TMC Labs Customer Innovation Award Winners
The winners of this edition of the TMC Labs Customer Innovation Awards exemplify a unified theme: Advancing customer engagement through innovative, AI…
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All AI Is Not Created Equal: Why Agentic AI Is the Future of CX
RAG systems have helped improve AI reliability, but they often fall short when it comes to the complex decision-making and action-oriented tasks that …
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