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CUSTOMER NEWS

Nuance Debuts 'Digital Front Door' for Patient Engagement in Healthcare

By: Tracey E. Schelmetic    1/13/2021

What is a "patient engagement virtual assistant platform"? It's a way to use artificial intelligence (AI) to take an increasingly complex patient jour…

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Conversational AI Becoming an Integral Part of Messaging Platforms

By: Laura Stotler    1/8/2021

Messaging platforms are becoming the de facto form of communication for many individuals and organizations. As they evolve this year, we can expect to…

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Hospital Turns to AI for Call Center Management

By: Luke Bellos    1/5/2021

Due to the overwhelming demand in the healthcare industry, hospitals are using artificial intelligence and automation to help manage the massive influ…

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How the COVID-19 Pandemic Is Changing Marketing

By: Tracey E. Schelmetic    12/30/2020

Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic cr…

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Tailored Customer Experiences to Reshape Consumer Landscape

By: Luke Bellos    12/30/2020

The customer experience has new challenges due to the pandemic, and technology is is stepping in to deliver a more personalized experience to bring of…

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Bigtincan to Acquire ClearSlide for Leadership in Sales Enablement

By: Tracey E. Schelmetic    12/30/2020

The acquisition deal combines two string players in the sales enablement space bringing together a more complete solution for sellers to engage buyers…

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Call Center Outsourcing "Marketplace" ArenaCX Becomes Zendesk Partner App

By: Tracey E. Schelmetic    12/23/2020

Once upon a time, companies needing more call center agents engaged outsourced teleservices providers (sometimes called business process outsourcers, …

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2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation

By: Luke Bellos    12/22/2020

TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.

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Quick-Service Restaurants Shifting to Digital and Mobile Models

By: Laura Stotler    12/22/2020

Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus p…

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Consumers Frustrated with Contact Center Service During Pandemic

By: Laura Stotler    12/22/2020

A new survey from Uniphore shows a majority of customers are frustrated with their contact center interactions during the coronavirus pandemic. The su…

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How Blockchain Is Transforming the Fintech Industry

By: Special Guest    12/22/2020

Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From b…

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AI System Solves Customer Information Overload

By: Luke Bellos    12/21/2020

Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business…

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CX Outsourcing Opportunities Continuing to Grow in Jamaica

By: Matthew Vulpis    12/15/2020

When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past dec…

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Tide's On-Demand Dry Cleaning Service Named Best in Customer Service

By: Stefania Viscusi    12/15/2020

When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they w…

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The Intersection of Humans and Technology - The Future of Customer Service

By: Special Guest    12/11/2020

Every few years, a new customer service channel arrives on the scene with claims that this technology will be the main service channel and the future …

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CardSnacks Upgrades Digital Gift and Greeting Cards App for Businesses

By: Stefania Viscusi    12/10/2020

Employee and customer engagement rank high on the list of important tactics for maintaining relationships - especially today, with worldwide shutdowns…

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As Telehealth Grows, Health Insurance Companies Turn to Contact Centers

By: Matthew Vulpis    12/9/2020

When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic incre…

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Is Panama the Next Big Nearshore CX Outsourcing Opportunity?

By: Matthew Vulpis    12/8/2020

The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which …

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Managing and Training Remote Agents: What We've Learned So Far

By: Special Guest    12/7/2020

No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home wi…

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2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience

By: CustomerZone360 News    12/4/2020

The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great custo…

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Amazon Connect Unveils Five New Features From re:invent

By: Maurice Nagle    12/4/2020

AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automat…

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ServiceNow Buys Element AI

By: Stefania Viscusi    12/2/2020

In a move focused on bringing more productivity and efficiency to workplaces, ServiceNow has announced it will acquire Element AI. The artificial inte…

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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays

By: Jon Arnold    12/2/2020

Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data pl…

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How an Email Virtual Assistant Can Help Handle the Holiday Rush

By: Special Guest    12/2/2020

During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…

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Government Contact Centers and COVID-19: Security Challenges During the Pandemic

By: Matthew Vulpis    12/2/2020

When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…

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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date

By: Erik Linask    12/1/2020

Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.

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Smaller is Better in the Contact Center BPO World, Some Experts Say

By: Matthew Vulpis    12/1/2020

For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…

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TouchPoint Accelerates Contact Center Performance Management with Platform Update

By: Stefania Viscusi    11/25/2020

Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…

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Finding a CX BPO Partner in Challenging Times

By: Matthew Vulpis    11/23/2020

While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…

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Verint Helps Reinvent Teachers Lounge

By: Maurice Nagle    11/20/2020

Verint announced that Newsela is leveraging the Community solution to reach teachers and educators across the country, and empower them with access to…

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Bond Protects Employee Security Outside of the Office

By: Stefania Viscusi    11/18/2020

Bond, a company offering a Personal Security-as-a-Service platform and team of trained Personal Security Agents are focused on delivering a solution f…

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Contact Center Cybersecurity 2021: Access Management More Important Than Ever

By: Juhi Fadia    11/17/2020

Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…

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AI-Driven Customer Service Workflow Company Ushur Raises $25 Million

By: Tracey E. Schelmetic    11/16/2020

Many companies today are looking to transform their customer communications to a "digital-first" model for customers who are happy to trade phone call…

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2020 NICE inContact CX Transformation Benchmark Brings AI to Fore

By: Maurice Nagle    11/6/2020

The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investi…

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Verint Wins FinTech Regulatory Compliance Award

By: Tracey E. Schelmetic    11/5/2020

In the banking and financial services sector, there is a seemingly endless list of rules and regulations that govern customer contact. Since these ins…

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How Call Centers Can Thrive by Successfully Managing the Unexpected

By: Special Guest    11/3/2020

Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…

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Avaya & Verint Announce New Integration

By: Maurice Nagle    10/30/2020

As Avaya moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management wi…

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Inspiro Picks WorkGenda to Boost Contact Center WFM

By: Stefania Viscusi    10/29/2020

To improve management and optimize its contact center operations, outsourcing specialist Inspiro has announced a partnership with WorkGenda.

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Omni-channel Banking for the Digital Customer

By: Tracey E. Schelmetic    10/29/2020

On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, "Transforming Omni-channel Banking - Digitizat…

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New Era WEM Solutions Must Solve Modern Contact Center Challenges

By: Special Guest    10/27/2020

Contact centers must embrace a new era of customer and agent needs with a workforce engagement management (WEM) software suite designed for the modern…

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CSAT Scores Have You Down? Drive Results Through Relevance

By: Special Guest    10/23/2020

Customer expectations are at an all-time high, and you have one click to be relevant. Meet the digital leaders who have met the heightened demands of …

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Talkdesk Teams with Calldesk for Conversational AI in Contact Centers

By: Stefania Viscusi    10/22/2020

European pioneer in AI-powered voice agents, and Talkdesk, a cloud contact center provider for enterprises, have partnered up to offer businesses acce…

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Concentrix Introduces New Customer Experience Platform

By: Tracey E. Schelmetic    10/20/2020

Concentrix has announced a new product, its Concentrix Experience Platform (XP), a platform for next generation customer experience management. The go…

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NICE inContact Meets Contact Center Agility and Intelligence Needs Head On with Latest Release

By: Erik Linask    10/16/2020

NICE inContact leverages AI and machine learning to deliver new actionable intelligence for better customer engagement.

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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?

By: Juhi Fadia    10/16/2020

The availability of massive amounts of data is changing how contact centers define and implement their customer experience and engagement strategies u…

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Balto Boasts $10M Series A

By: Maurice Nagle    10/16/2020

This week, Balto, a provider of Al-powered real-time guidance for contact centers, announced the close of its Series A round of funding, with investme…

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How Different Businesses Are Affected By The Pandemic

By: Special Guest    10/14/2020

As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected…

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H&M Using Nuance Virtual Assistants for Live Chat on Google Search & Maps

By: Stefania Viscusi    10/14/2020

Improving customer engagement capabilities has been a critical focus for businesses, especially during COVID-19, with spikes in calls to contact cente…

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How Technology can Dramatically Improve Customer Services in the Banking Industry

By: Special Guest    10/9/2020

Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…

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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

By: Juhi Fadia    10/8/2020

Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…

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