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CUSTOMER NEWS

Contentsquare Launches New Customer Experience Intelligence Platform

By: Tracey E. Schelmetic    6/21/2024

Contentsquare recently announced its new Experience Intelligence platform, which connects four analytics domains that are typically siloed.

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Convoso Prioritizes Product Innovation with Team Reshuffle

By: Greg Tavarez    6/20/2024

Convoso announced it made some changes to further energize and focus the core driver of the company, product innovation and development.

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How is AI Changing Call Center Services?

By: Contributing Writer    6/19/2024

Call centers have historically been innovation hubs, using advanced audio equipment and tailored software solutions to enhance operational efficiency …

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Flowcode Reimagines Product to Help Companies Connect Offline and Online Experiences

By: Tracey E. Schelmetic    6/18/2024

Marketing technology platform provider Flowcode recently released a reimagined product designed for marketing and analytics teams at Fortune 1000 comp…

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Convoso's CallCatalyst Optimizes Manual Dialing

By: Greg Tavarez    6/17/2024

Convoso's CallCatalyst offers a way to achieve efficient dialing via manual human intervention.

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Big Data Analytics Use Cases in Financial Services: Features Toolkits and Skillsets

By: Contributing Writer    6/17/2024

Big data analytics has changed banking. It gives banks the tools to understand customers, manage risk, and improve efficiency. Data volumes continue t…

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CUSTOMER Magazine Announces Winners of the 2024 Contact Center Technology Award

By: CustomerZone360 News    6/13/2024

Contact Center Technology Award winners have been chosen on the basis of their product or service's ability to help enterprise and outsourced contact …

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Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark

By: Tracey E. Schelmetic    6/12/2024

AI-based contact center solutions provider Talkdesk recently announced its latest Talkdesk Global Contact Center Key Performance Indicator (KPI) Bench…

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Verint Announces Adoption of Coaching Bots by Multinational Bank

By: Tracey E. Schelmetic    6/12/2024

Customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its conta…

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Zoho's New Product Aims to 'Democratize' CRM for Everyone

By: Tracey E. Schelmetic    6/11/2024

CRM solutions provider Zoho Corporation recently announced the preview of its Zoho CRM for Everyone product, a new set of capabilities aimed at democr…

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Readymode iQ Tackles Modern Call Center Challenges

By: Tracey E. Schelmetic    6/11/2024

Predictive dialing solutions provider Readymode recently announced the release of Readymode iQ, its enhanced call center platform that features new di…

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Five9 and Salesforce Extend Relationship for AI Customer Experience Solution

By: Tracey E. Schelmetic    6/10/2024

CX solutions provider Five9 recently announced a new development in its 15-year collaboration with Salesforce that will deliver additional AI-powered …

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Verint Announces Top Five Bank Customer for its Open Platform

By: Tracey E. Schelmetic    5/31/2024

Customer experience (CX) automation solutions provider Verint has announced that a top five U.S. bank has chosen the Verint Open Platform to increase …

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Marchex Announces New Engagement with Luxury Auto Brand

By: Tracey E. Schelmetic    5/30/2024

AI conversational intelligence company Marchex has announced a multi-year engagement with a major international luxury automotive brand customer.

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Ada Announces New Capabilities for Upskilling its AI Agent

By: Tracey E. Schelmetic    5/30/2024

AI-native customer service automation company Ada recently announced a series of management and coaching capabilities that upskill its AI Agent and he…

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Abstrakt Partners with Intelligent Contacts for Collections Solution

By: Tracey E. Schelmetic    5/30/2024

Real-time call guidance and automated QA software solutions provider Abstrakt Corp. announced that the company now integrates with cloud contact cente…

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Affinity Plus Credit Union Adopts NovelVox Contact Center Solution

By: Tracey E. Schelmetic    5/29/2024

To improve its capabilities in overall handling time and customer satisfaction, Affinity Plus, a not-for-profit cooperative financial institution base…

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Launchware Announces Two New Virtual Agent Solutions

By: Tracey E. Schelmetic    5/29/2024

AI-powered customer service solutions Launchware recently announced the launch of two new solutions, AI Phone Agents and Dispatch AI.

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Teams Gets a Customer Service Upgrade: Intermedia Contact Center Achieves Certification

By: Greg Tavarez    5/28/2024

Intermedia announced that its Intermedia Contact Center achieved certification for Microsoft Teams.

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Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay

By: Greg Tavarez    5/22/2024

Alorica opened its newest contact center in Ciudad del Este, Paraguay, to support the double-digit growth the organization has been achieving year ove…

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New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots

By: Tracey E. Schelmetic    5/21/2024

New research from Genesys aimed to determine if preferences about AI varied depending on age of the user.

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Onvego Launches AI-Based Smart Receptionist for Call Handling

By: Tracey E. Schelmetic    5/21/2024

Conversational voice AI company Onvego recently announced plans to advance the business telephony sector with its Smart Receptionist. This AI-based ca…

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Avaya and LivePerson Partner for 'Innovation Without Disruption'

By: Tracey E. Schelmetic    5/20/2024

Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that…

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Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud

By: Tracey E. Schelmetic    5/20/2024

Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside …

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Avaya Announces Enhancements to Avaya Experience Platform

By: Tracey E. Schelmetic    5/17/2024

Customer experience solutions provider Avaya recently unveiled a series of important enhancements to its Avaya Experience Platform.

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Calabrio and Avaya Expand Integration with WFM for the AXP Public Cloud

By: Tracey E. Schelmetic    5/17/2024

Workforce management solutions provider Calabrio announced integration with another solution from communications solutions provider Avaya.

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Sanas Granted Patent for Real-Time AI Accent Conversion Technology

By: Tracey E. Schelmetic    5/13/2024

Speech understanding AI technology solutions provider Sanas has announced a significant milestone with the issuance of a broad patent for its Real-Tim…

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Sprinklr Surveys Mark the Company's Entry into Customer Feedback Management

By: Tracey E. Schelmetic    5/10/2024

Unified CX management platform provider Sprinklr recently announced the launch of Sprinklr Surveys. Built on Sprinklr's Unified-CXM platform, Sprinklr…

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Marchex Announces Sentiment Suite to Analyze Customer Emotion

By: Tracey E. Schelmetic    5/10/2024

AI-powered customer interaction solutions provider Marchex recently announced the launch of its Sentiment Suite product offering across multiple appli…

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Avaya's Acquisition of Edify Brings AI-Powered Workflows to Customer Experience

By: Greg Tavarez    5/9/2024

The move to acquire Edify strengthens Avaya's Experience Platform, or AXP, with AI-powered customer journey orchestration and workflow tools.

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CallRail Announces New AI-Driven Multi-Conversation Insight Capabilities

By: Tracey E. Schelmetic    5/9/2024

AI-powered lead intelligence platform provider CallRail has announced new AI-driven multi-conversation insight capabilities.

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Cultivating Brand Identity and Consumer Loyalty at Hawkers

By: Contributing Writer    5/8/2024

Establishing a distinct brand identity and fostering consumer loyalty are pivotal for enduring success in any sector, and the fashion space is no exce…

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AI-Connect by Phone.com: A Leap Forward in AI-Assisted Customer Interactions

By: Rich Tehrani    5/8/2024

The introduction of AI-Connect marks a significant milestone for Phone.com.

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Calabrio Announces Insights BI Solution Embedded in Calabrio ONE WFM Platform

By: Tracey E. Schelmetic    5/8/2024

Workforce management solutions provider Calabrio announced it has embedded a business intelligence (BI) solution called Insights in its Calabrio ONE p…

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ServiceNow and Genesys Partner for Customer and Employee Experience Solution

By: Tracey E. Schelmetic    5/8/2024

AI business transformation solutions provider ServiceNow and AI experience orchestration company Genesys recently announced a strategic partnership to…

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Why Poor Customer Service is Your Fault and How You Can Fix It

By: Contributing Writer    5/7/2024

Business owners rarely set out to hire poor-performing employees. They want workers who can do their jobs to a high standard and keep their customers …

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CUSTOMER Magazine Announces Winners of the 2024 CRM Excellence Award

By: CustomerZone360 News    5/7/2024

The 2024 CRM Excellence Award-winning companies have been chosen on the basis of their product or service's ability to expand the customer relationshi…

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New Report Provides Blueprint for Implementing AI in Marketing

By: Greg Tavarez    5/3/2024

Info-Tech Research Group recently published its latest blueprint entitled "Capitalizing on AI." The research is intended to guide marketers through th…

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TTEC Holdings and Bright Software Partner for AI-Powered Agent Learning

By: Tracey E. Schelmetic    5/3/2024

Business process outsourcing (BPO) and customer experience (CX) solutions company TTEC Holdings, Inc. and learning and simulation solutions provider B…

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8x8 Announces Enhancements for Cross-Organization Customer and Employee Engagement

By: Tracey E. Schelmetic    5/3/2024

Communications solutions provider 8x8 has announced enhancements to its integrated cloud contact center and unified communications platform.

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3CLogic to Provide Large Insurance Company with ServiceNow Cloud Contact Center

By: Tracey E. Schelmetic    5/1/2024

Conversational AI and ServiceNow's contact center solutions provider 3CLogic has announced its selection by a global insurance provider to replace its…

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Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities

By: Tracey E. Schelmetic    5/1/2024

AI customer experience company Genesys recently announced that Swisscom AG, a major telecommunications provider in Switzerland, has accelerated its dr…

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German AI Customer Support Provider Parloa Announces Funding Round

By: Tracey E. Schelmetic    4/30/2024

AI-powered automation and customer support solutions provider Parloa has announced that it has raised $66 million in Series B funding led by Altimeter…

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AI Call Center Company Talkdesk Announces Appointment of New CTO

By: Tracey E. Schelmetic    4/26/2024

AI-powered contact center solutions provider Talkdesk recently announced a new hire: Munil Shah has been appointed the company's new chief technology …

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LSU Athletics Deploys Sprinklr Insights to Capture Fans on Social Media

By: Tracey E. Schelmetic    4/25/2024

Unified CX intelligence management platform provider Sprinklr Insights recently announced that the athletics program of Louisiana State University (LS…

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Five9 and Zendesk Deepen Partnership for Customer Care Automation and Personalization

By: Tracey E. Schelmetic    4/25/2024

Intelligent customer experience (CX) solutions provider Five9 recently announced enhancements to its integration with Zendesk Talk Partner Edition (TP…

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TELUS International Study Highlights the Importance of Voice Engagement for Customers

By: Tracey E. Schelmetic    4/24/2024

A recent study completed by TELUS International highlighted the importance of a future in which individuals can engage with data - including customer …

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Nimble and PhoneBurner Partner for a Solution to Improve Outbound Calling

By: Tracey E. Schelmetic    4/23/2024

CRM solutions provider Nimble recently unveiled an integration with PhoneBurner. The partnership blends PhoneBurner's outbound calling with Nimble's p…

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Calabrio Offers a New Solution to Quality Monitor and Analyze Chatbots

By: Tracey E. Schelmetic    4/23/2024

Workforce performance solutions provider Calabrio recently announced a new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics giv…

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CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: CustomerZone360 News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

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