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CUSTOMER NEWS

Contact Center Adoption of AI on the Rise

By: Greg Tavarez    5/26/2022

LiveVox Holdings Inc.'s commissioned study conducted by Forrester Consulting identified the key use cases and challenges when deploying AI technology …

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CUSTOMER Magazine Announces Winners of 2nd Annual Voice Technology Excellence Awards

By: CustomerZone360 News    5/26/2022

TMC announced the winners of the 2022 Voice Technology Excellence Awards, presented by CUSTOMER magazine.

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Customer Engagement Expectations Are Changing, Businesses Must Adapt

By: Greg Tavarez    5/25/2022

Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.

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Job Interview Mistakes to Avoid

By: Contributing Writer    5/25/2022

When you're looking for some of the best ways of being able to improve and ace your job interview, you have to think about some of the key ideas that …

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Unified Contact Center Solutions Provider SharpenCX Announces Partner Program

By: Tracey E. Schelmetic    5/23/2022

SharpenCX announced a new partner program to further its mission to deliver engaging agent and customer experiences anytime, anywhere with its agent-f…

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Lang.ai Completes $10.5M Series A

By: Greg Tavarez    5/19/2022

Lang.ai completed a $10.5 million Series A to help CX teams turn conversations into insights and automation.

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CUSTOMER Magazine Announces Winners of the 2022 CRM Excellence Award

By: CustomerZone360 News    5/16/2022

TMC announced the winners of their 23rd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Headsets.com Meets Ambitious Customer Support Goal with the Help of Vonage

By: Tracey E. Schelmetic    5/13/2022

The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.

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Contact Centers Are Experiencing Digital Growing Pains

By: Tracey E. Schelmetic    5/12/2022

Call centers should invest in technologies that centralize data and make it accessible and actionable to agents when and where they need it, and look …

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Avaya, Microsoft Deliver Avaya OneCloud Solutions on Microsoft Azure

By: Greg Tavarez    5/10/2022

The Avaya and Microsoft partnership will continue to help customers' initiatives in the cloud.

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MSP CloudHesive Acquires AWS Cloud Contact Center Provider Dextr

By: Tracey E. Schelmetic    5/6/2022

Powered by Amazon Connect, Dextr combines a full-agent dashboard with a library of cloud services at an affordable price.

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Is This the End of the Cold Call?

By: Special Guest    5/5/2022

The traditional method of telemarketing is no longer - now businesses can use enhanced data analytics and optimized cloud call center software to brin…

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Google Says No More to Call Recording Apps

By: Stefania Viscusi    4/29/2022

In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…

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AI's Role in Call Center Training

By: Stefania Viscusi    4/28/2022

Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…

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Observe.AI Funding Round Expected to Advance AI-Driven Call Center Technology

By: Tracey E. Schelmetic    4/22/2022

This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…

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LiveVox Launches New Channel Program for MSPs

By: Tracey E. Schelmetic    4/21/2022

LiveVox has announced a new channel program to expand its CCaaS suite to more MSPs, master agents, and other partners.

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Everything Has a Price: How Dynamic Pricing Will Shake up the Retail Market

By: Special Guest    4/20/2022

A dynamic pricing system is the automated pricing of appointment time slots, based on how much a consumer is willing to pay at a specific time for a s…

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SPI Software Teams with ConnectionsGRP for New SPI Connect Platform

By: Stefania Viscusi    4/20/2022

The Hyperscale Communications Platform adds a cloud-based messaging module into SPI's timeshare and vacation ownership application software, driven by…

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TII Intros Arabic NLP Model NOOR

By: Stefania Viscusi    4/20/2022

Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…

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Chat Becoming Powerful Tool Driving CX, Business Revenue and Growth

By: Laura Stotler    4/11/2022

A new report from Clickatell reveals most customer service representatives are using chat to improve the customer experience (CX) as well as drive bus…

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Salesforce Addresses Demands of Digital Customers with Slew of New Services

By: Maurice Nagle    4/8/2022

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

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Breezeline Launches Mobile App to Improve Customer Experiences

By: Stefania Viscusi    4/7/2022

The launch of the new app, according to company officials, is part of a plan in place to transform customer experiences using digital tools. The goal …

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Gaming Laboratories International Announces New Hire for Customer Service

By: Tracey E. Schelmetic    4/6/2022

In the electronic gaming and lottery business, certification is vital to ensure that all gaming products meet region's stringent standards and local t…

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Disney Customers Complain About Long Waits for Customer Service

By: Laura Stotler    4/4/2022

An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…

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Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution

By: Tracey E. Schelmetic    4/4/2022

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

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Thai Government Agency to Adopt AI

By: Stefania Viscusi    4/1/2022

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

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Semafone Partners with Talkdesk for PCI Data Security

By: Tracey E. Schelmetic    3/31/2022

Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…

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How to answer customer queries in the most effective way

By: Contributing Writer    3/28/2022

The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowl…

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NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services

By: Tracey E. Schelmetic    3/24/2022

To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …

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Dialpad Includes New Enhancements to AI Contact Center

By: Luke Bellos    3/22/2022

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

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Infobip Adds SMS, WhatsApp Features for Adobe Commerce

By: Luke Bellos    3/21/2022

Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…

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CRMNEXT, Wescom Resources Group Partner for CRM Solution

By: Luke Bellos    3/17/2022

Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.

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Recipients of the 2022 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/16/2022

TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.

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IRS Leans on Chatbots to Improve Citizen Experience

By: Luke Bellos    3/16/2022

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

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TouchPoint One Brings Basketball to Contact Center Performance Challenge

By: Tracey E. Schelmetic    3/15/2022

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

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InteractiveTel Unveils TotalCX Platform

By: Luke Bellos    3/14/2022

InteractiveTel announced the launch of the TotalCX Customer Experience Platform for automotive dealers.

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IRS Opens Office Dedicated to Improving Taxpayer Customer Experiences

By: Stefania Viscusi    3/11/2022

The new office will offer assistance for service, compliance, and other tax-related programs, working together with other units of the IRS and the Tax…

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Verint Scores High In Customer Satisfaction

By: Luke Bellos    3/11/2022

Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…

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Technology Helps Solve Call Center Staffing Crises

By: Tracey E. Schelmetic    3/10/2022

Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …

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4 types of call center KPIs and how to use them

By: Contributing Writer    3/10/2022

The hallmark of a strong call center is that it not only helps your company fulfill its mission, but also ensures employee and customer satisfaction. …

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Level AI Generates $20 Million in Series B Funding

By: Luke Bellos    3/4/2022

AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…

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Call Center Troubles Plague the U.S. Park Police Dispatch Center

By: Stefania Viscusi    3/4/2022

A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…

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Calabrio WFM Transforms Cazoo Contact Center Operations

By: Luke Bellos    3/2/2022

UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio's workf…

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Chatbot Automation Causing Customer Frustration

By: Luke Bellos    3/2/2022

The importance of customer service cannot be overstated. That said, companies of all sizes turned to chatbots when labor shortages struck, and this ch…

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Consumers Prefer Chatbots Over Web Browsing

By: Luke Bellos    2/28/2022

If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…

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AXA UK Is Staying with Content Guru to Expand Customer Experience Capabilities

By: Stefania Viscusi    2/25/2022

For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…

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Rio Grande Governments Council Chooses Carbyne for Cloud 911 Contact Center

By: Luke Bellos    2/25/2022

Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…

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AnswerNet Closes Quality Contact Solutions Acquisition

By: Luke Bellos    2/25/2022

Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …

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Genesys and Thrive Partner To Support Call Center Agent Wellbeing

By: Tracey E. Schelmetic    2/23/2022

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…

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Vitech Intros CampaignCenter Solution

By: Luke Bellos    2/23/2022

Vitech, a global provider of cloud-based administrative software, announced the launch of the CampaignCenter solution for the V3locity CRM platform.

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