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CUSTOMER NEWS

Analyzing How CRM is Key to Success in the Hospitality Industry

By: Contributing Writer    12/6/2023

Hotel CRM is linked with improving performance and standing out of the crowd of other hotels next door. There is so much data floating around in the h…

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E-MetroTel Introduces InfinityOne-Powered Omnichannel Contact Center for Better Customer Engagement

By: Greg Tavarez    12/6/2023

E-MetroTel customers can now manage incoming queries and communication across multiple media interfaces to provide a consistent user experience as the…

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Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions

By: Tracey E. Schelmetic    12/6/2023

Virtual queue management and appointment scheduling solutions provider Qtrac recently announced that it entered a partnership with Mint Group, an Azur…

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Picture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses

By: Greg Tavarez    12/5/2023

Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.

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Cyara Acquires AI Testing Company QBox

By: Tracey E. Schelmetic    12/5/2023

AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…

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Future of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement

By: Greg Tavarez    12/4/2023

The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…

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Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations

By: Tracey E. Schelmetic    12/4/2023

Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…

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Operata Introduces New Suite of Tools to Further Customer Experience Observability

By: Tracey E. Schelmetic    12/4/2023

Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…

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Club Med Expands Deployment of NICE CXone Following Positive Results

By: Tracey E. Schelmetic    11/22/2023

All-inclusive resort company Club Med recently expanded its deployment of NICE's CXone solution into its global operations, providing advanced remote …

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Twilio and Nylas Partner on Improved Call Center Access to Communication Tools

By: Tracey E. Schelmetic    11/22/2023

Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongs…

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Strategic Leadership Boost: ITEXPO Keynoter Avaya Expands C-Suite for Accelerated Global Innovation and CX Excellence

By: Greg Tavarez    11/20/2023

Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.

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Dubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks

By: Greg Tavarez    11/16/2023

DEWA, by using Avaya technology, transformed its Customer Care Centre into an "Integrated Digital Interactive Hub," a platform that gives customers ac…

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SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement

By: Tracey E. Schelmetic    11/15/2023

Vonage recently announced that SuperPhone is helping brands increase engagement with customers, drive revenue and grow their business.

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TELUS International and Five9 Expand Partnership for CCaaS Platform

By: Tracey E. Schelmetic    11/14/2023

Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to laun…

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Certinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience

By: Greg Tavarez    11/14/2023

Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point…

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Customer Acquisition Cost Dilemma Linked to Dark Social

By: Greg Tavarez    11/14/2023

SimplicityDX research reveals a common trend in brands directing traffic to product detail pages as their preferred landing destination.

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Five9 Releases Custom Cloud Contact Center Solution for Student Engagement

By: Tracey E. Schelmetic    11/14/2023

Five9 OneStudent aims to redefine student engagement so higher education institutions can adapt and thrive as they experience unforeseen pressures and…

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CallMiner Announces New Generative AI Features to Manage and Enhance Data

By: Tracey E. Schelmetic    11/13/2023

Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform.

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Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment

By: Tracey E. Schelmetic    11/13/2023

AI conversation intelligence company Marchex recently announced that it has launched its Call Summary and Sentiment Suite capabilities.

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Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers

By: Tracey E. Schelmetic    11/10/2023

Broadvoice, which provides hosted voice, UCaaS and CCaaS solutions for BPOs, recently announced a new program called CXHub, in partnership with global…

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Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season

By: Tracey E. Schelmetic    11/10/2023

New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.

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Recipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced

By: CustomerZone360 News    11/9/2023

The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…

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JPMorgan Chase Announces Virtual Call Center Team in Baltimore

By: Tracey E. Schelmetic    11/9/2023

JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.

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CUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards

By: CustomerZone360 News    11/7/2023

The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.

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LivePerson Introduces Suite of Conversational Intelligence Solutions

By: Tracey E. Schelmetic    11/7/2023

Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…

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Generative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It

By: Special Guest    11/6/2023

Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.

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Yeastar Reveals Changes and Plans to Its Contact Center Solution

By: Tracey E. Schelmetic    11/3/2023

Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.

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ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center

By: Tracey E. Schelmetic    11/3/2023

The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.

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TMC Partners with Metrigy to Host Future of CX Expo 2024 Conference

By: CustomerZone360 News    11/2/2023

From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…

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UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone

By: Tracey E. Schelmetic    11/2/2023

Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…

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Freshdesk vs Zendesk: What Should You Know Before Investing in?

By: Contributing Writer    10/31/2023

Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.

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Verint Expands Partnership with Zoom Via the ISV Exchange Program

By: Tracey E. Schelmetic    10/31/2023

Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…

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Why a Company Invested in Diversity Leads to Employee Retention

By: Contributing Writer    10/30/2023

Think about some of the best places you've ever worked. They were likely made up of a diverse mix of people from all races, belief systems and age gro…

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AMC Technology Releases DaVinci Integration for Microsoft Teams

By: Tracey E. Schelmetic    10/23/2023

Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…

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TMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award

By: CustomerZone360 News    10/23/2023

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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TMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service

By: CustomerZone360 Staff    10/23/2023

The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …

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Exploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 2023

By: Contributing Writer    10/23/2023

Retail businesses and other vendors in 2023 need to develop an online presence. The trends show e-commerce is rising steeply, and by 2026, global onli…

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Study Finds Data Quality at the Core of AI Automation Success

By: Tracey E. Schelmetic    10/20/2023

Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …

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Verint Launches New Specialized Bot to Protect Customer Data

By: Tracey E. Schelmetic    10/20/2023

Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…

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New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants

By: Tracey E. Schelmetic    10/19/2023

A new customer experience benchmark report commissioned by AI platform provider Kore.ai revealed a growing acceptance of AI-powered intelligent virtua…

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Supervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated

By: Greg Tavarez    10/19/2023

Supervisors of call center agents need to develop effective strategies for addressing these challenges as they are the ones who need to step forward t…

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8x8 Contact Center Expands to Offer Native Video Functionality

By: Tracey E. Schelmetic    10/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…

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Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation

By: Tracey E. Schelmetic    10/13/2023

Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…

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AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys

By: Tracey E. Schelmetic    10/12/2023

SQM Group Inc., maker of Customer Service QA Software, noted in a recent press release that surveys are crucial in helping businesses refine their cus…

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NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop

By: Tracey E. Schelmetic    10/12/2023

NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…

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Call Center Solutions Broadens Prescence with Third Center

By: Greg Tavarez    10/12/2023

Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.

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SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications

By: Tracey E. Schelmetic    10/11/2023

The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.

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AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage

By: Tracey E. Schelmetic    10/9/2023

AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…

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AssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge

By: Greg Tavarez    10/6/2023

AssistGPT, embedded within the eGain Knowledge Hub and driven by generative AI technology, represents a comprehensive zero-code solution for Knowledge…

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Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information

By: Tracey E. Schelmetic    10/6/2023

Dialpad announced the release of PII Redaction, an AI-powered tool designed to fortify privacy safeguards of personal identifiable information (PII) a…

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