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CUSTOMER NEWS

Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions

By: Tracey E. Schelmetic    2/23/2024

AI customer communications platform Iterable (together with Wakefield Research) recently released the results of new survey designed to reveal the way…

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Companies Must Consolidate Information for Effective Customer Interactions

By: Greg Tavarez    2/20/2024

Beth Schultz, vice president of research and principal analyst, Metrigy, led a panel discussion at Future of CX Expo, featuring Whitney Meer, applied …

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Tracking the ROI of AI: A Broad Future of CX Expo Conversation, part of the #TECHSUPERSHOW Experience

By: Alex Passett    2/15/2024

At this year's Future of CX Expo (taking place at the beautiful Broward County Convention Center in Fort Lauderdale, Florida), our team attended a sta…

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Invest in Agents to Improve Customer Experience

By: Greg Tavarez    2/14/2024

A panel discussion at Future of CX Expo 2024 looked at how successful companies are using the latest technologies, including AI and next-generation wo…

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Image-to-Text Conversion: A New Way to Access Information

By: Contributing Writer    2/14/2024

Easy access to information is more important in this digital world. Information is all around us in a variety of formats, from handwritten notes and p…

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Exploring How AI Strategies Fit Into Marketing and Sales at Generative AI Expo 2024

By: Alex Passett    2/13/2024

This year's Generative AI Expo at the Broward County Convention Center in Fort Lauderdale, Florida is abuzz with all the latest talk regarding artific…

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Can Blockchain Be Used in Customer Service?

By: Contributing Writer    2/13/2024

How can blockchain technology be harnessed by brands to offer improved levels of customer service? Read this guide to find out.

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Revolutionizing Energy Management: A New Era for Businesses and Customers

By: Contributing Writer    2/13/2024

Today, energy management is a critical element of having sustainable business practices. Companies around the world are constantly looking for creativ…

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Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign

By: Tracey E. Schelmetic    2/9/2024

Frontier saved its customers a collective 50 years of time on the phone in 2023, or a total of 2 million calls.

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8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS

By: Tracey E. Schelmetic    2/9/2024

Cloud contact center solutions provider 8x8, Inc. recently announced beta availability of a new product line designed to enable organizations to deliv…

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MSP iQor Adds NICE CXone to Its Portfolio

By: Tracey E. Schelmetic    2/9/2024

Managed services provider iQor announced a recent addition to its portfolio: namely, the cloud-native customer experience platform NICE CXone.

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TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries

By: Tracey E. Schelmetic    2/8/2024

To help solve problems and allay various business concerns, customer experience solutions provider TELUS International has reported that it sees stron…

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Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing

By: Tracey E. Schelmetic    2/8/2024

Sales enablement tool and CRM solutions provider Pipeliner CRM recently announced that it has expanded its roster of free applications available to cu…

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Pictory Introduces Simple Script-to-Video Converter for Content Marketers

By: Tracey E. Schelmetic    2/7/2024

AI video creation platform company Pictory recently announced a new feature that will help users create short, animated videos with the help of artifi…

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IDC MarketScape Crowns Future of CX Expo Speaker Verint as Leader in 2 Reports

By: Greg Tavarez    2/7/2024

Verint was recently named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor A…

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ITEXPO Keynoter Avaya's AI Platform Earns Top Spot in Industry Report

By: Greg Tavarez    2/5/2024

Avaya was recognized as a Leader in The Aragon Research Globe for Intelligent Contact Centers 2024.

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Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare

By: Tracey E. Schelmetic    1/29/2024

Verint recently announced the booking of a contract valued at more than $49 million from a leading U.S. healthcare company (unnamed in the release) to…

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Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering

By: Tracey E. Schelmetic    1/29/2024

Jersey Mike's officially has a new employee: SoundHound AI's voice-ordering system, which takes customers' sandwich orders and both automates and opti…

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IntelePeer Aims to Help Build a Roadmap to Customer Service Automation

By: Tracey E. Schelmetic    1/26/2024

The IntelePeer study was undertaken to help businesses develop a roadmap for the implementation of AI and automation in their customer service environ…

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Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution

By: Tracey E. Schelmetic    1/26/2024

Nearshore business process outsourcing (BPO) company Invictus BPO recently announced the acquisition of hosted call center management platform, Kunnec…

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Hammer Announces Hammer Edge QA Addition to Cloud Platform

By: Tracey E. Schelmetic    1/26/2024

Contact center testing and CX assurance company Hammer this month launched its newest software solution: Hammer Edge.

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Vonage Study Highlights Customer Frustrations with Support Experiences

By: Tracey E. Schelmetic    1/25/2024

The research arm of cloud communications company Vonage recently released its "Global Customer Engagement Report 2024."

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Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers

By: Tracey E. Schelmetic    1/25/2024

Omnichannel contact center platform and UC provider Broadvoice, which offers managed service solutions to small and mid-market enterprises and BPOs, h…

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7 Types of Liability Small Businesses Should Be Aware of and How to Protect Themselves

By: Contributing Writer    1/18/2024

Starting a business is an exciting venture, but it's crucial to understand the various types of liabilities that come along with it. Small business li…

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Birdseye Secures $3M to Personalize Shopping with AI-Powered Customer Targeting

By: Greg Tavarez    1/16/2024

Birdseye secured $3 million in seed funding from Drive Capital to change how brands and retailers target customers with personalized shopping experien…

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Futureproof Your CX Strategy at Future of CX Expo 2024

By: Greg Tavarez    1/11/2024

Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, will bring together CX practitioners and technology innovators to h…

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NICE Announces the Closing of LiveVox Acquisition

By: Tracey E. Schelmetic    1/1/2024

Contact center company NICE has announced the completion of its acquisition of LiveVox.

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Talkdesk Debuts Support Solution Designed for Higher Education

By: Tracey E. Schelmetic    12/29/2023

Contact center solutions provider Talkdesk recently announced a new industry-specific packaged solution: Talkdesk Education Smart Service.

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MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs

By: Tracey E. Schelmetic    12/28/2023

Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI…

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What Are the Essential Elements to Include in Your Business Contract?

By: Contributing Writer    12/27/2023

A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …

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What Are the Essential Elements to Include in Your Business Contract?________________________________________

By: Contributing Writer    12/27/2023

A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …

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Genesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences

By: Greg Tavarez    12/27/2023

Genesys recently announced that its Genesys Cloud platform achieved authorization under the State Risk and Authorization Management Program, or StateR…

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Future of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release

By: Greg Tavarez    12/27/2023

NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.

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Recipients of the 2023 CUSTOMER Contact Center Analytics Product of the Year Award Announced

By: CustomerZone360 News    12/21/2023

The Contact Center Analytics Products of the Year Award recognizes vendors that effectively demonstrated that their solution empowers businesses to ha…

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MSP NUSO Acquires Italian SaaS Company Mida Solutions

By: Tracey E. Schelmetic    12/21/2023

Missouri-based proprietary cloud communications service provider NUSO recently announced the acquisition of Italian-based Mida Solutions S.r.l., a sof…

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AI in Retail: How Is Artificial Intelligence Changing the Retail Industry?

By: Contributing Writer    12/21/2023

Artificial intelligence is slowly revolutionizing most industries - according to the IBM Global AI Adoption Index, AI is now being used by 35% of comp…

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Kiwi.com and Future of CX Speaker Vonage Partner to Keep Travelers Informed Every Step of the Way

By: Greg Tavarez    12/21/2023

Kiwi.com announced it is leveraging Vonage's SMS API to engage with customers wherever they are in a timely manner for better engagement and a better …

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Zenarate Expands AI-Driven Coaching Platform with Call Analyzer

By: Tracey E. Schelmetic    12/21/2023

AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer.

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Future of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader

By: Greg Tavarez    12/20/2023

NICE CXone was recently named the outright Leader in ISG Provider Lens CCaaS 2023 report.

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Coveo's Relevance Generative Answering Solution, Now Generally Available

By: Tracey E. Schelmetic    12/20/2023

Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15.

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Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub

By: Tracey E. Schelmetic    12/19/2023

Cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create s…

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CCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028

By: Greg Tavarez    12/18/2023

A new report from Juniper Research, a telecoms market intelligence firm, forecasts explosive growth in the CCaaS market, with subscription revenue soa…

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CommBox Debuts Generative AI Chatbot Support for the Call Center

By: Tracey E. Schelmetic    12/13/2023

AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organiza…

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Examining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers

By: Tracey E. Schelmetic    12/13/2023

Customer engagement solutions provider Waterfield Tech has released new research findings that highlight a disconnect between customer experience (CX)…

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8x8 Inc. Introduces Sales Assist for Retailers

By: Tracey E. Schelmetic    12/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced 8x8 Sales Assist for retailers.

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Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls

By: Tracey E. Schelmetic    12/12/2023

Call engagement company CleverTap recently announced the launch of Signed Call, its new VoIP-enabled, in-app voice capability for trusted and contextu…

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IDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software

By: Greg Tavarez    12/12/2023

Genesys was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.

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Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions

By: Tracey E. Schelmetic    12/11/2023

Speech recognition technology solutions provider Deepgram recently announced a partnership with communications and technology solutions provider Black…

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Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents

By: Tracey E. Schelmetic    12/7/2023

Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS's cloud contact center.

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Limango Future-Proofs Contact Center Operations with NICE CXone

By: Greg Tavarez    12/6/2023

Limango selected NICE CXone as the foundation for its contact center operations to drive operational efficiency and deliver positive customer experien…

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