CUSTOMER NEWS
NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions
NICE recently introduced its new generative AI-powered "Enlighten Actions Industry Benchmarks" to allow brands to holistically compare their operation…
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Twilio and AWS Deepen Partnership Around Predictive AI Technology
AWS and customer engagement solutions provider Twilio recently announced an extension of their longstanding strategic partnership that will place AI c…
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AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Generative AI's propensity to occasionally deliver inaccurate or nonsensical information -- a phenomenon known as a hallucination -- has the potential…
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