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CUSTOMER NEWS

Five9 and Invoca Solution Offers Pre-Call Insights

By: Greg Tavarez    3/29/2023

PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…

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CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards

By: CustomerZone360 News    3/29/2023

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.

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Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT

By: Greg Tavarez    3/29/2023

Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…

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90% of Consumers Concerned About Poor Vendor Security in 2023

By: Stefania Viscusi    3/24/2023

The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.

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The Pros and Cons of Outsourcing for Small Businesses

By: Contributing Writer    3/24/2023

Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…

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Collaborate with Revenue-Critical Teams to Drive Faster Time to Revenue in Clari's Integration Hub

By: Greg Tavarez    3/24/2023

Clari launched the Integration Hub, a centralized resource that captures and organizes revenue-critical signals from more than 40 integrated technolog…

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Digital Marketing Maturity Drives Revenue Growth

By: Greg Tavarez    3/23/2023

A survey conducted by ON24 sheds light on the digital maturity of B2B marketing in Europe, filling the data gap that has historically existed in this …

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Ensuring Remote Agents Can Be Clearly Heard Drives Innovation in Headset Technology

By: Arti Loftus    3/23/2023

Nectar and Jabra announced a development partnership and solution that integrates telemetry from the latest Jabra headsets into Nectar's Digital Exper…

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Cloudflare Steps into the Online Fraud Fray

By: Greg Tavarez    3/22/2023

Aware of the online fraud problem, Cloudflare's Fraud Detection is set to provide greater insights into online fraud threats.

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Report Finds Insurance Companies Are Realizing the Value of Investing in CX

By: Tracey E. Schelmetic    3/22/2023

Contact center solutions provider Talkdesk, Inc. recently released a new Talkdesk Research report, "Building Loyalty in Insurance Through Elevated Cus…

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CCaaS Challenge at the Edge: The Importance of High Fidelity in Customer Service Environments

By: Juhi Fadia    3/22/2023

The greatest challenge for cloud contact centers is quality at the edge - the ability for home-based agents to serve customers efficiently with great …

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How to Outpace Your Competitors with Next-Level Competitive Benchmarking

By: Special Guest    3/22/2023

Organizations should use benchmarking not just to know where they stand in the market but what actions they need to take in order to get to the top an…

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Most Consumers Struggle to Remember Passwords

By: Tracey E. Schelmetic    3/21/2023

A new research study from the Entrust Cybersecurity Institute says passwords have outrun their course and it's time to provide users a simpler, more s…

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Marketers and Influencers: A New Survey with Updated Figures and Trends

By: Alex Passett    3/21/2023

A recent study from Capterra highlighted illuminating trends regarding how marketers are investing - or aren't investing - in influencer relationships…

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A New Blend of Success: Smoothie King Selects Medallia to Improve Experiences

By: Alex Passett    3/21/2023

Consumer and enterprise experiences company Medallia announced that it'd been selected by Smoothie King as its new experience platform.

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Verint Partners with Carahsoft to Bring Customer Engagement to the Public Sector

By: Tracey E. Schelmetic    3/20/2023

Customer engagement company Verint announced a partnership with Carahsoft to bring customer engagement to the public sector.

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NICE Reaches 1 Million Users Worldwide of Its CXone Cloud Platform

By: Tracey E. Schelmetic    3/20/2023

Customer experience company NICE announced that it reached an important milestone for its CX native cloud platform, CXone.

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Gaps in the Customer Service Journey Hurt Businesses

By: Greg Tavarez    3/17/2023

A Sprinklr study recently revealed, in partnership with Customer Contact Week Digital, significant challenges throughout the customer service journey.

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StoryStream Revisualizes e-Commerce Engagement via Live Video Shopping Solution

By: Alex Passett    3/17/2023

StoryStream, with its AI-powered visual commerce capabilities, launched its Live Video Shopping solution to bolster e-commerce engagement and customer…

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Increase Brand Loyalty through Personalized Customer Experiences with Qualtrics and Five9

By: Greg Tavarez    3/16/2023

The integration between Five9's Event Subscription Services and the Qualtrics' XM Platform helps contact center managers improves the agent experience…

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DrivenIQ AMP-lifies Curation of Cookieless First-Party Data Audiences

By: Greg Tavarez    3/15/2023

DrivenIQ's AMP empowers brands to learn who their customers are and who they are most likely to be.

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Team Support Announces New Messaging Channels for Better B2B Support Continuity

By: Tracey E. Schelmetic    3/15/2023

To better enable B2B customer support continuity, TeamSupport last week announced the launch of two new messaging channels, Google Business Messages a…

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Qualtrics and Twilio Expand Partnership, Introduce Real-Time Data-Sharing Solution

By: Tracey E. Schelmetic    3/15/2023

Experience management company Qualtrics recently announced an expansion of its partnership with Twilio. The expansion involves the introduction of a n…

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ChatGPT Integration Enhances GoTo Customer Engagement

By: Greg Tavarez    3/14/2023

GoTo announced a new message assistant beta, powered by OpenAI's ChatGPT, within its GoTo Customer Engagement product.

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Vonage Boosts Video API Capabilities with AI

By: Greg Tavarez    3/13/2023

Vonage introduced new AI-powered enhancements to its Video API, providing customers with increased accessibility and automated, real-time media proces…

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Holiday Inn Club Vacations Employs Medallia Technology to Measure 'Guest Love'

By: Tracey E. Schelmetic    3/13/2023

Holiday Inn Club Vacations adopted technology from Medallia to improve "Guest Love" scores for the brand's customer support call center to their highe…

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7 tips for digitally safe handling of personal data in the workplace

By: Contributing Writer    3/13/2023

In this blog post we provide 7 tips for digitally secure operations. Under the General Data Protection Regulation, or privacy regulation, it is import…

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ConverseNow Pilots Wingstop to New Heights with Voice AI

By: Greg Tavarez    3/10/2023

Wingstop is the next brand to utilize voice AI through a pilot program with voice AI provider ConverseNow.

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Commerce Experiences Secured through F5 and Visa Partnership

By: Greg Tavarez    3/9/2023

F5 and Visa empower merchants to provide their customers with a seamless, secure and personalized shopping experience.

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Build a Deeper Connection with Customers through HubSpot's AI-powered Tools

By: Greg Tavarez    3/9/2023

Two new HubSpot tools, powered by AI systems from OpenAI, help HubSpot customers save time while creating better connections with their audiences.

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Recipients of the 2023 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/8/2023

The CUSTOMER Product of the Year Award recognizes vendors whose products and solutions enable their clients to meet and exceed the expectations of the…

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As the Retail Industry Continues to Evolve, the Best Retailers are Transforming Omnichannel Communications

By: Reece Loftus    3/8/2023

Companies must deliver a sophisticated omnichannel customer experience that utilizes the growing array of unique channels an organization can employ w…

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Meeting Customer Expectations Requires a Digital-First Approach

By: Tracey E. Schelmetic    3/7/2023

Verint released its annual global research today examining the customer engagement challenges organizations face, and the strategies they are using to…

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LiveRamp and Adobe Collaborate to Improve Customer Data Insights

By: Greg Tavarez    3/6/2023

LiveRamp is in a new partnership with Adobe Real-Time Customer Data Platform to natively offer the benefits of LiveRamp's people-based identifier, Ram…

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Consumers are Concerned About Data Privacy Protection in the Metaverse

By: Tracey E. Schelmetic    3/3/2023

A recent survey conducted by digital customer experience company TELUS International revealed that consumers are concerned about the safety and securi…

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LanguageLoop Engages with NICE to Transform Customer Experience with CXone

By: Greg Tavarez    3/3/2023

LanguageLoop engaged with NICE to transform the customer experience and unify its operations with CXone.

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Folloze Launches ChatGPT-based AI Solution to Improve B-to-B Buyer Engagement

By: Tracey E. Schelmetic    3/2/2023

Folloze announced the launch of Folloze AI, a content recommendation and buyer insight engine.

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Helping Lines of Business Benefit from AI, Part Two

By: Special Guest    3/1/2023

Organizations have long attempted to reduce friction in customer experience by deploying the latest technology. Today's AI-driven solutions are finall…

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Customers Pay More on Products and Services if it Means Receiving Great Customer Service

By: Greg Tavarez    2/28/2023

Fusion Connect conducted a survey with Gartner Peer Insights and revealed that customers would pay more per year to receive better customer service.

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Study Details How Supply Chain Management Impacts the Customer Experience

By: Tracey E. Schelmetic    2/27/2023

The K├Ârber study provides detailed insight into the state of the industry and the mechanics to respond to ever increasing consumer expectations on pri…

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Israel-based CommBox Opens U.S. Office, Announces Integration with Amazon Connect

By: Tracey E. Schelmetic    2/24/2023

Israel-based SaaS customer communications company CommBox announced this week that it plans to expand into the U.S. market with the opening of an offi…

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TROLLEE's Next-Gen Shopping Cart Comes Out Of Stealth

By: Arti Loftus    2/24/2023

TROLLEE P2 is the brand new AI-powered smart shopping cart designed to bring consumers frictionless shopping experiences.

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Kore.ai and Zendesk Integration Enables AI-driven Conversational Customer Service

By: Greg Tavarez    2/23/2023

Zendesk customers now have access to virtual assistants because of Kore.ai's integration of its conversational AI XO Platform with Intelligent Virtual…

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Kyndryl Commits to Strengthening Delta's IT Infrastructure

By: Greg Tavarez    2/23/2023

Delta Air Lines extended its partnership with Kyndryl for five years to continue to enhance IT resiliency and scalability.

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7 Ways to Attract Customers to Your Online Business in 2023

By: Contributing Writer    2/22/2023

As the world moves further into digital territory, businesses must strive to remain competitive in order to attract customers. With the ever-evolving …

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Why LOB Must Steer Successful AI Initiatives, Part One

By: Special Guest    2/22/2023

LOB is the front line of any enterprise, and those employees understand firsthand which technologies, like artificial intelligence, work for them and …

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Bloomreach Opens New Communication Door

By: Greg Tavarez    2/21/2023

Bloomreach is bringing the capabilities of an app inbox to brands and customers with the launch of its app inbox, a mobile messaging tool from Bloomre…

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ACI Learning Combines Talk Show and Training

By: Greg Tavarez    2/21/2023

ACI Learning trains leaders in cybersecurity, audit and information technology with on-demand training.

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Contact Center Agents Need Strong Support

By: Greg Tavarez    2/15/2023

The remote and hybrid work models need to extend to the contact center. Agents need to be supported just as customers are supported.

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Be Our Guest: Unified Office Invites Hoteliers to Put Their Magic to the Test

By: Arti Loftus    2/14/2023

At ITEXPO, MSP and tech innovator Unified Office unveiled a real-time communications in-room concierge service platform.

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