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CUSTOMER NEWS

AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences

By: Tracey E. Schelmetic    7/28/2023

Chat to Conversion is a generative AI-powered tool designed to help local businesses engage with customers and track conversions across multiple chann…

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LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations

By: Tracey E. Schelmetic    7/28/2023

Conversational AI company LivePerson announced the launch of LivePerson Marketplace, its new hub for integrations that extend the capabilities of the …

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Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data

By: Tracey E. Schelmetic    7/24/2023

A recent Forrester Consulting Opportunity Snapshot, "Elevate Your Integration Strategy for Maximum Business Impact," was commissioned by AI-powered ma…

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ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence

By: Tracey E. Schelmetic    7/20/2023

Quebec-based ComputerTalk, developer of ice Contact Center with Microsoft Teams, and Tethr, an AI-powered conversation intelligence platform, recently…

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IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions

By: Tracey E. Schelmetic    7/19/2023

IrisCX, which provides a smart video platform for virtual product selection, DIY setup and support, recently introduced Session Score, a real-time, AI…

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MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket

By: Tracey E. Schelmetic    7/19/2023

Managed service provider Fusion Connect, a Microsoft Cloud Solution Provider, recently launched its contact center-as-a-service solution CCaaS Profess…

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Navigate Economic Turbulence through Customer Retention

By: Greg Tavarez    7/17/2023

According to a OneSignal report, many product and marketing professionals, engineers and C-suite executives still allocated more resources toward cust…

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UseChat Rolls Out Custom Chatbots Powered by ChatGPT for Seamless Customer Support

By: Greg Tavarez    7/12/2023

UseChat AI chatbots, powered by ChatGPT, provide precise and immediate responses tailored to a website's content.

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G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering

By: Tracey E. Schelmetic    7/12/2023

G12 Communications recently announced its partnership with contact center solutions company Luware to deliver an innovative Teams Contact Center offer…

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Genesys Announces FedRAMP Authorization for Its Cloud CX Platform

By: Tracey E. Schelmetic    7/12/2023

Genesys recently announced that it has achieved Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate Impact level…

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Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric

By: Tracey E. Schelmetic    7/11/2023

To update the metric, contact center and customer experience solutions provider Genesys recently introduced what it's calling its Experience Index met…

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Qtrac and Raydiant Partner to Deliver Customized Customer Experiences

By: Tracey E. Schelmetic    7/10/2023

Qtrac recently announced a partnership with Raydiant, a provider of customized digital media content experiences designed to engage customers.

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Astound and Intermedia Launch Omnichannel Contact Center Platform for Improved Customer Care

By: Greg Tavarez    7/6/2023

Astound Business launched its Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.

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Cyara Strengthens CX Transformation Portfolio with CentraCX Acquisition

By: Greg Tavarez    7/6/2023

Cyara announced its acquisition of CentraCX, a comprehensive SaaS-based voice of the customer solution, designed specifically for contact centers.

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Sprinklr Empowers Businesses with Upgraded Generative AI Bots and a Suite of New Features

By: Greg Tavarez    7/5/2023

Sprinklr unveiled more than 100 new capabilities, including AI and generative AI-powered capabilities, as part of the company's spring platform releas…

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How Good Are Today's CX Programs? It Depends on Whether You Ask Customers or Companies

By: Tracey E. Schelmetic    7/3/2023

A recent study completed by SurveyMonkey uncovered a drastic disconnect between consumers' feelings and customer experience (CX) and digital marketing…

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MSP and BPO iQor Partners with AmplifAI Performance Enablement

By: Tracey E. Schelmetic    7/3/2023

Business process outsourcing (BPO) and managed services company iQor recently announced a strategic partnership with AmplifAI, an AI-driven performanc…

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Contact Center Quality Management Company EvaluAgent Announces $20M in Funding

By: Tracey E. Schelmetic    6/29/2023

EvaluAgent, a U.K.- and Las Vegas-based contact center quality assurance and performance improvement solutions provider, announced recently that it ra…

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Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance

By: Tracey E. Schelmetic    6/28/2023

A new study by Invoca found that most contact center managers are still stuck in the past, tediously sifting through random call samples by hand inste…

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Employee Experience, Cloud and AI Investments Power Enhanced Customer Experience

By: Greg Tavarez    6/28/2023

Most CEOs agree that improvements in CX and EX directly affect their net profit, according to an NTT report. Still, there is room for improvement, as …

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Breaking Down Silos: Verint Launches Enterprise Experience Management

By: Greg Tavarez    6/23/2023

Verint introduced Verint Enterprise Experience Management, a solution that enables organizations to gather and analyze customer experience insights ac…

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Bandwidth Partners with IT Consulting Company Miratech for Cloud CX

By: Tracey E. Schelmetic    6/23/2023

Cloud communications company Bandwidth and IT consulting company Miratech recently announced a collaboration in an effort to accelerate digital custom…

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Verint's Open CCaaS Platform Helps Companies Future-Proof Call Centers

By: Tracey E. Schelmetic    6/22/2023

At its recent customer engagement event in Las Vegas, customer engagement solutions provider Verint demonstrated its Open Contact-Center-as-a-Service …

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CallTower Debuts Upgraded CRM Integration for Microsoft Teams

By: Greg Tavarez    6/22/2023

CallTower, a provider of enterprise-grade unified communications, contact center and collaboration solutions via the cloud, unveiled its enhanced CRM …

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Evolve IP Integrates Contact Center Solution with UCaaS Environment

By: Tracey E. Schelmetic    6/22/2023

UK-based Evolve IP recently added a new contact center solution to its collaboration services mix that is integrated with its unified-communications-a…

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Contact Centers Receive Boost via Verint's Engagement Data Insights

By: Greg Tavarez    6/22/2023

Verint, The Customer Engagement Company, launched Verint Engagement Data Insights, providing business users no-code, no-training, self-service access …

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Storyteq Acquires Pixelz.ai to Futurize Brand-Compliant Generative AI

By: Alex Passett    6/21/2023

Storyteq, the technology arm of Inspired Thinking Group (ITG), has acquired Pixelz.ai to accelerate generative AI capabilities.

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Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement

By: Tracey E. Schelmetic    6/20/2023

Customer engagement platform company Twilio Inc. and Google Cloud recently announced an expansion of their long-standing partnership to bring Google C…

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Top 5 Reasons Sales Teams Should Use Video for Prospecting

By: Special Guest    6/20/2023

Video is the future of sales prospecting and sales professionals who haven't jumped on this trend yet should do this quickly.

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Lilt Create: An Accessible, Multilingual Writing App Powered by Generative AI

By: Alex Passett    6/16/2023

Lilt's newest tool - Lilt Create - enables quick generation and finalization of on-brand, well-written and locally relevant content.

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Salesforce Launches AI-Based Products for Marketing and E-Commerce

By: Tracey E. Schelmetic    6/14/2023

Salesforce has announced its latest generative AI product offerings: Marketing GPT and Commerce GPT.

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Orbita Launches CallDeflectAI Solution to Help Healthcare Companies Automate Queries

By: Tracey E. Schelmetic    6/14/2023

AI-powered virtual assistant and healthcare automation workflow company Orbita recently launched its CallDeflectAI solution that addresses the overwhe…

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CUSTOMER Magazine Announces Winners of the 2023 Contact Center Technology Award

By: CustomerZone360 News    6/13/2023

TMC announced the winners of their 18th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Insurance Company If P&C Chooses Attensi for Gamified Contact Center Training

By: Tracey E. Schelmetic    6/13/2023

If P&C recently set out to transform its training to sharpen the skills of its public-facing staff via gamified simulation training scenarios from Att…

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Genesys Utilizes Generative AI to Create New Value for Customers

By: Greg Tavarez    6/9/2023

The latest generative AI addition to the platform deepens Genesys AI's expansive predictive, conversational language processing and analytics capabili…

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Carbyne Powers Atlanta's Efforts to Enhance Public Safety

By: Greg Tavarez    6/9/2023

The Carbyne Platform is live in Atlanta, equipping the city's 911 call center with enhanced capabilities for faster, more efficient and accurate emerg…

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UpdateAI Raises $2.3M to Automate Post-Sales Workflows

By: Greg Tavarez    6/8/2023

UpdateAI, the ChatGPT-powered CS platform, announced a milestone with a $2.3 million funding round led by IdealabX.

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Zappix and OP360 Create Seamless Self-Service Experiences

By: Greg Tavarez    6/7/2023

Zappix and OP360, in a new partnership, bring together their expertise to address the evolving customer experience demands.

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TDCX Announces New AI Consulting Arm

By: Tracey E. Schelmetic    6/7/2023

Customer experience solutions provider TDCX announced the launch of its AI consulting arm, TDCX AI.

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UK Customers Abandon Merchants That Lack Favorable Shipping Options

By: Tracey E. Schelmetic    6/6/2023

E-commerce shipping solutions companies ShipEngine and ShipStation recently published a guide titled, "Exploring the Nuances in Ecommerce."

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Taking Sales Communication to the Next Level: Pipedrive Debuts Advanced Call Center Integrations

By: Greg Tavarez    6/6/2023

Pipedrive announced the launch of two new advanced integrations with CloudTalk and JustCall to streamline sales communication and make business calls …

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TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications

By: Tracey E. Schelmetic    6/5/2023

Cloud-based call center platform provider TCN, Inc. has announced SMS Consent Tracking feature enhancements to its flagship platform, TCN Operator.

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Solutions from Yellow.ai Now Available on the Genesys AppFoundry

By: Alex Passett    6/5/2023

Yellow.ai's dynamic generative and conversational AI solutions have joined the Genesys AppFoundry marketplace.

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Google Cloud Welcomes Teneo.ai as Partner, Launching Innovative Conversational IVR Plugin

By: Greg Tavarez    6/5/2023

Teneo.ai, a brand from Artificial Solutions and innovator in the field of AI, joined the Google Cloud Partner Advantage Program as a technology partne…

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Jabra Engage AI Integration Elevates Sentiment Analysis in Content Guru's Storm Platform

By: Greg Tavarez    6/2/2023

Content Guru is elevating the capabilities of its storm platform with the integration of the sentiment analysis software Jabra Engage AI.

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Five9 and Mutare Join Forces to Strengthen Voice Threat Defense

By: Greg Tavarez    6/2/2023

Mutare launched its Voice Traffic Filter, making it easy for contact centers to integrate a solution that eliminates unwanted phone calls with the Fiv…

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Hootsuite Announces Enhanced Inbox to Help Brands Address Social Media Private Messaging

By: Tracey E. Schelmetic    6/1/2023

Hootsuite has developed an Enhanced Inbox resource to enable timeless and seamless social inquiry management.

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Study Finds Customers are Wary of Bias and "Hallucinations" in AI

By: Tracey E. Schelmetic    6/1/2023

Generative AI's propensity to occasionally deliver inaccurate or nonsensical information -- a phenomenon known as a hallucination -- has the potential…

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UJET Furthers Integration with Microsoft Teams for Better First-Call Resolution

By: Tracey E. Schelmetic    5/30/2023

Contact center platform company UJET recently announced its latest contact center integration with Microsoft Teams so first-contact customer interacti…

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Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution

By: Tracey E. Schelmetic    5/25/2023

Customer messaging platform company Quiq recently announced the release of Conversational Customer Experience (CCX), its next generation of conversati…

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