CUSTOMER NEWS
Time to Rethink AI's Role in Contact Centers
A research report by Intradiem found that consumers' top desires when calling into a contact center include reaching a human first, not a call bot.
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Wildfire's Loyalty Platform Gets a $16M Boost
Wildfire's recent infusion of capital will address a common challenge faced by many of its clients: the need to foster customer loyalty.
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80% of Government Services Ready for Online Shift
PayIt recently offered insights into how agencies can achieve a high adoption rate when it comes to digital channels.
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Jabra Signs on as a Platinum Sponsor for Future of CX Expo 2025, Part of the #TECHSUPERSHOW
TMC today announced that Jabra has signed on as a Platinum Sponsor for Future of CX Expo, the latest addition to the fast-growing ITEXPO #TECHSUPERSHO…
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Recipients of the 2024 CUSTOMER Contact Center as a Service (CCaaS) Product of the Year Award Announced
The award celebrates those who have revolutionized customer service and empowered organizations to deliver seamless, personalized, and exceptional CX …
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Top Five Access Control Systems for 2024 - Which One Is Right for You?
In today's world, securing your business is a top priority. With the rise of advanced technology, access control systems have become essential for kee…
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AI-Powered Solutions: Cisco's Answer to Contact Center Challenges
Cisco recently introduced new AI tools (including Webex AI Agent, AI Agent Studio and Cisco AI Assistant features) for its Webex Contact Center.
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Five9 Announces New Data Centers in India, Achieves UL VNO Licensing
Customer experience (CX) solutions provider Five9 recently announced the expanded availability of its solutions in India with the addition of two new …
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New Partners ibex and Parloa Team Up for Improved AI Customer Engagement
Business process outsourcing (BPO) company ibex, which offers an AI-powered customer engagement solution, recently announced its strategic partnership…
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RingQ Debuts Game-Changing Cloud-Based Contact Center Solution
RingQ recently announced the launch of its cloud-based call center solution that the company says will "revolutionize" customer engagement for busines…
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TMC Announces 2024 Generative AI Product of the Year Award Winners
The Generative AI Product of the Year Award recognizes companies that have developed applications, platforms, models, and other hardware or software s…
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Vonage Joins Salesforce's 'Bring Your Own Channel' Pilot Program for CCaaS
Vonage announced that it is officially one of the first contact center providers to join Salesforce's Bring Your Own Channel for Contact-Center-as-a-S…
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Vonage Joins Salesforce Pilot to Bring Omnichannel AI-Powered Capabilities to Contact Centers
Cloud communications provider Vonage joined Salesforce's pilot program for Bring Your Own Channel for Contact Center as a Service.
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Banco PAN Optimizes Customer Interactions with NICE CXone
By implementing NICE CXone, Banco PAN gained the ability to swiftly pinpoint operational problems and streamline its processes.
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New Study from Intradiem and Metrigy Finds Agent Engagement Drives Best Business Outcomes
Contact center automation solutions provider Intradiem recently announced the results of a comprehensive research study conducted in partnership with …
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Five9 and Verint Announce Extension of Cloud-to-Cloud Partnership
Verint and Five9 recently announced that they plan to "forge a deeper partnership through a new cloud-to-cloud platform integration focused on AI mark…
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Pypestream Debuts Contact Center Tool to Bridge Gap Between Human and AI Agents
Conversational AI and digital engagement solutions provider Pypestream recently announced the launch of its new Contact Center Tool that works in tand…
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Calabrio Eyes Innovation and Growth with New CEO
Calabrio announced the appointment of Dave Rhodes as CEO, effective immediately.
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Location-Aware Marketing Gets a Precision Upgrade from Cordial and Radar
Cordial revealed an enhanced server-to-server integration with Radar with the purpose of enhancing geo-location customer experiences.
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Talkdesk's AI Toolkit: Crafting Modern, Personalized Customer Journeys
Talkdesk enhanced its Talkdesk AI portfolio with Talkdesk AI Rewriter and Talkdesk AI Translator.
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Remote Customer Service Teams: Challenges and Solutions for Maintaining High Standards
As businesses adapt to the new normal, remote work has become a permanent fixture in many industries. This transition has significantly impacted custo…
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See the Problem, Solve the Problem: 8x8's Video Engagement
Video Elevation introduces a new level of visual engagement to help agents provide more effective and efficient support to customers.
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Acquire BPO Releases 'AI in Customer Service Survey' Results
Acquire BPO released the findings of its most recent "2024 AI in Customer Service Survey," exploring customer sentiments when it comes to companies th…
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Incisiv and Talkdesk Release Retail Customer Experience Index
A recent study entitled the "2024 Retail Customer Experience (CX) Index" examined the ways in which top retailers are meeting customer expectations in…
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Arrow XL Partners with NICE CXone for AI-Driven Customer Engagement
The move to NICE CXone from the incumbent solution will better support Arrow XL's ongoing growth.
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Broadvoice Adds Workforce Management Feature to its Flagship CCaaS Platform
Omnichannel contact center platform provider Broadvoice recently announced the release of its new AI-infused workforce management tool for its contact…
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IntelePeer and Pindrop Partner for More Secure Caller Authentication
AI communications automation solutions provider IntelePeer recently announced a partnership with voice authentication and security company Pindrop.
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Twilio Makes RCS Accessible for Enhanced Brand Interactions
Twilio RCS provides branded messaging, rich content and interactive features as well as no code changes.
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SkyView Innovations' Strategic Acquisition: A Leap Towards the Future of Sports Fan Engagement
SkyView's acquisition of OMM puts it at the forefront of the evolving sports technology landscape, poised to capitalize on the burgeoning demand for i…
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BPO Clients Are 'Less Satisfied' with Engagements Based on AI, New Report Indicates
According to a new report from research and advisory firm Information Services Group, outsourcing deals involving AI and automation are on the rise, e…
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Accent Translation Company Sanas Announces New Partnerships
Sanas, a provider of real-time accent translation technology, recently announced a partnership with healthcare business process outsourcing (BPO) comp…
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8x8 Announces Successful Year for Its AI-Driven Customer Experience Platform
Customer experience solutions provider 8x8, Inc. has announced considerable momentum for its Customer Experience (CX) AI-powered platform transformati…
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Swampfox Announces New Intelligent Customer Experience Update, Furthers 'Innovate in Place' Initiative
Swampfox recently announced the availability of ICX 4.1, a new software release for its flagship Customer Experience Management solution. ICX (Intelli…
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Yeastar Adds New Communications Capabilities to its Platform
Unified communications solutions provider Yeastar recently announced the launch of Live Chat and Facebook Messenger in the latest updates to its P-Ser…
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How Can Knowledge Management Improve Your Business' Relationships with Its Customers?
In today's modern business landscape, the key to sustaining growth and standing out amongst the competition can often rely on how effectively your com…
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New Partners CallRail and ServiceTitan to Provide Greater Support for Field Service Professionals
CallRail and ServiceTitan recently announced their new partnership. This will allow mutual customers to access valuable customer-centric resources.
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Glance and Five9 Partner to Create More Personalized Customer Interactions
A recent collaboration will let Five9 users use Glance's Guided CX platform to facilitate real-time, collaborative online sessions with customers.
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How AI Algorithms are Transforming Crypto Trading in 2024
The crypto market is still evolving and there is always something new to discover. 2024 has proven to be no different, as the market has undergone ple…
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AVOXI Study Uncovers Contact Center Voice Channel Opportunities and Barriers
Contact center voice solutions company AVOXI recently released results from its 2024 State of International Voice for the Contact Center Report.
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GoTo Adds 40+ Product Enhancements and New Integrations to GoTo Connect
IT management and support solutions provider GoTo recently announced more than 40 product enhancements to the GoTo Connect portfolio.
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Open Network Exchange Adopts NICE's Enlighten AI for Improved CX
NICE recently announced that Open Network Exchange (ONE), a full-service business solutions provider serving the travel industry, has improved its ove…
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Carbyne Announces United Hatzalah as a New Customer for Next-Gen 911 Platform
Public safety solutions provider Carbyne has announced a new client: United Hatzalah, the largest independent fully volunteer emergency medical servic…
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CUSTOMER Magazine Announces Recipients of the 2024 Conversational AI Excellence Award
Conversational AI Excellence Award winners are being honored for excellence in leveraging conversational AI to enhance customer experiences, streamlin…
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Forrester Research Advises Contact Centers to Overhaul Core CX Competencies
In a recent blog post, Forrester Research's Riccardo Pasto, Principal Analyst, along with Katy Cobian, VP and Executive Partner, and Chiara Bragato, R…
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Qualtrics Announces FedRAMP Authorization for its Conversational Analytics Suite
AI-powered conversational analytics and natural language processing (NLP) solutions provider Qualtrics recently announced the FedRAMP Moderate Authori…
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Interactions Introduces Task Orchestration to Support Conversational AI
Conversational AI CX solutions provider Interactions recently announced the launch of its AI-powered agent assist solution, Task Orchestration, with a…
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At a Total Valuation of $1.15B, DevRev's Quest to Operationalize AI in CX Continues
AI/CX startup DevRev today announced its Series A funding round; the company raised $100.8 million, bringing its total valuation to $1.15 billion, as …
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Calabrio and Five9 Partner on Product Integration for Contact Center Efficiency
Workforce management solutions provider Calabrio recently announced product integration with intelligent CX platform company Five9.
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GoTo Adds WhatsApp as a New Customer Engagement Channel
IT management, support and communications solutions provider GoTo recently announced that WhatsApp has been added as a new customer engagement channel…
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CX Team at Level AI Announces $39.4M in New Funding
CX intelligence and service automation company Level AI recently announced a successful series C funding round of $39.4 million.
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