CUSTOMER NEWS
MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs
Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI…
Read MoreWhat Are the Essential Elements to Include in Your Business Contract?
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 …
Read MoreWhat Are the Essential Elements to Include in Your Business Contract?________________________________________
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 …
Read MoreGenesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences
Genesys recently announced that its Genesys Cloud platform achieved authorization under the State Risk and Authorization Management Program, or StateR…
Read MoreFuture of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release
NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.
Read MoreRecipients of the 2023 CUSTOMER Contact Center Analytics Product of the Year Award Announced
The Contact Center Analytics Products of the Year Award recognizes vendors that effectively demonstrated that their solution empowers businesses to ha…
Read MoreMSP NUSO Acquires Italian SaaS Company Mida Solutions
Missouri-based proprietary cloud communications service provider NUSO recently announced the acquisition of Italian-based Mida Solutions S.r.l., a sof…
Read MoreAI in Retail: How Is Artificial Intelligence Changing the Retail Industry?
Artificial intelligence is slowly revolutionizing most industries - according to the IBM Global AI Adoption Index, AI is now being used by 35% of comp…
Read MoreKiwi.com and Future of CX Speaker Vonage Partner to Keep Travelers Informed Every Step of the Way
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 …
Read MoreZenarate Expands AI-Driven Coaching Platform with Call Analyzer
AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer.
Read MoreFuture of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader
NICE CXone was recently named the outright Leader in ISG Provider Lens CCaaS 2023 report.
Read MoreCoveo's Relevance Generative Answering Solution, Now Generally Available
Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15.
Read MoreInfobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub
Cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create s…
Read MoreCCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028
A new report from Juniper Research, a telecoms market intelligence firm, forecasts explosive growth in the CCaaS market, with subscription revenue soa…
Read MoreCommBox Debuts Generative AI Chatbot Support for the Call Center
AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organiza…
Read MoreExamining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers
Customer engagement solutions provider Waterfield Tech has released new research findings that highlight a disconnect between customer experience (CX)…
Read More8x8 Inc. Introduces Sales Assist for Retailers
Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced 8x8 Sales Assist for retailers.
Read MoreSigned Call Adds VoIP-Enabled Contextual Data to Outbound Calls
Call engagement company CleverTap recently announced the launch of Signed Call, its new VoIP-enabled, in-app voice capability for trusted and contextu…
Read MoreIDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software
Genesys was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.
Read MoreDeepgram and Black Box Partner to Bring ASR to Customer Experience Solutions
Speech recognition technology solutions provider Deepgram recently announced a partnership with communications and technology solutions provider Black…
Read MoreAmazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents
Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS's cloud contact center.
Read MoreLimango Future-Proofs Contact Center Operations with NICE CXone
Limango selected NICE CXone as the foundation for its contact center operations to drive operational efficiency and deliver positive customer experien…
Read MoreAnalyzing How CRM is Key to Success in the Hospitality Industry
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…
Read MoreE-MetroTel Introduces InfinityOne-Powered Omnichannel Contact Center for Better Customer Engagement
E-MetroTel customers can now manage incoming queries and communication across multiple media interfaces to provide a consistent user experience as the…
Read MoreQtrac and Mint Group Partner for New, Customized Customer Queuing Solutions
Virtual queue management and appointment scheduling solutions provider Qtrac recently announced that it entered a partnership with Mint Group, an Azur…
Read MorePicture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses
Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.
Read MoreCyara Acquires AI Testing Company QBox
AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…
Read MoreFuture of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement
The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…
Read MoreCisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations
Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…
Read MoreOperata Introduces New Suite of Tools to Further Customer Experience Observability
Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…
Read MoreClub Med Expands Deployment of NICE CXone Following Positive Results
All-inclusive resort company Club Med recently expanded its deployment of NICE's CXone solution into its global operations, providing advanced remote …
Read MoreTwilio and Nylas Partner on Improved Call Center Access to Communication Tools
Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongs…
Read MoreStrategic Leadership Boost: ITEXPO Keynoter Avaya Expands C-Suite for Accelerated Global Innovation and CX Excellence
Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.
Read MoreDubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks
DEWA, by using Avaya technology, transformed its Customer Care Centre into an "Integrated Digital Interactive Hub," a platform that gives customers ac…
Read MoreSMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement
Vonage recently announced that SuperPhone is helping brands increase engagement with customers, drive revenue and grow their business.
Read MoreTELUS International and Five9 Expand Partnership for CCaaS Platform
Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to laun…
Read MoreCertinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience
Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point…
Read MoreCustomer Acquisition Cost Dilemma Linked to Dark Social
SimplicityDX research reveals a common trend in brands directing traffic to product detail pages as their preferred landing destination.
Read MoreFive9 Releases Custom Cloud Contact Center Solution for Student Engagement
Five9 OneStudent aims to redefine student engagement so higher education institutions can adapt and thrive as they experience unforeseen pressures and…
Read MoreCallMiner Announces New Generative AI Features to Manage and Enhance Data
Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform.
Read MoreMarchex Launches Features for AI-Based Call Summaries and Customer Sentiment
AI conversation intelligence company Marchex recently announced that it has launched its Call Summary and Sentiment Suite capabilities.
Read MoreBroadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers
Broadvoice, which provides hosted voice, UCaaS and CCaaS solutions for BPOs, recently announced a new program called CXHub, in partnership with global…
Read MoreLabor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season
New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.
Read MoreRecipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced
The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…
Read MoreJPMorgan Chase Announces Virtual Call Center Team in Baltimore
JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.
Read MoreCUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards
The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.
Read MoreLivePerson Introduces Suite of Conversational Intelligence Solutions
Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…
Read MoreGenerative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It
Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.
Read MoreYeastar Reveals Changes and Plans to Its Contact Center Solution
Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.
Read MoreITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center
The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.
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