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 Now Available on the Genesys AppFoundry

By: Alex Passett    6/5/2023's dynamic generative and conversational AI solutions have joined the Genesys AppFoundry marketplace.

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Google Cloud Welcomes as Partner, Launching Innovative Conversational IVR Plugin

By: Greg Tavarez    6/5/2023, 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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Five9's Bracket Challenge Highlights Shifting Contact Center Priorities

By: Erik Linask    5/24/2023

Businesses in general are placing higher value on employee experience, which is also translating into a focus on contact center agent experience.

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RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences

By: Tracey E. Schelmetic    5/24/2023

Customer engagement platform Twilio Inc. recently announced that Camping World is successfully reaching customers using tools from across Twilio's Cus…

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Vonage Partners with WhatsApp for Payments in Singapore

By: Tracey E. Schelmetic    5/24/2023

Cloud communications company Vonage recently announced a partnership with Meta's WhatsApp as a Business Solution Provider to launch payments on the me…

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Pegasystems Rides the Generative AI Wave

By: Erik Linask    5/23/2023

Pegasystems, the low-code platform provider, has announced Pega GenAI, a range of twenty new generative AI-powered boosters to be integrated into Pega…

Read More Launches YellowG Platform to Propel Enterprise Conversations

By: Alex Passett    5/23/2023 has launched its new YellowG enterprise solution for improving customers' and employees' experiences via automated workflows.

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The Marketing Conundrum: Budget Constraints and the Rise of Generative AI

By: Erik Linask    5/22/2023

The rise of innovative marketing tools and technologies, particularly generative AI, might provide a cost-effective solution for marketers struggling …

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Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets

By: Tracey E. Schelmetic    5/22/2023

Precisely announced the launch of its EngageOne RapidCX, which it's calling an "innovation in customer communications management," or CCM.

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Xoxoday and Workato: A Partnership to Transform Rewards and Recognition Programs

By: Alex Passett    5/19/2023

Xoxoday and Workato recently partnered to transform how organizations' rewards and recognitions programs operate for the betterment of customers and e…

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Smart Marketing, with ChatGPT: Utilizing GPT-4's New Web Browsing Feature

By: Alex Passett    5/18/2023

OpenAI has moved into an early access public testing phase for its ChatGPT web browsing feature.

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CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities

By: Tracey E. Schelmetic    5/18/2023

SaaS-based autonomous customer communications platform provider CommBox recently announced the first in a series of artificial intelligence (AI)-drive…

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Five9 Partners with German Managed Services Provider WTG

By: Tracey E. Schelmetic    5/18/2023

Cloud call center solutions provider Five9 recently announced a partnership with German managed services provider WTG.

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Building Loyalty through Superior CX: A Look at 8x8's XCaaS Enhancements

By: CustomerZone360 Staff    5/18/2023

With customer loyalty at an all-time low, 8x8 has announced enhancements to its XCaaS platform to help businesses drive better CX and improve retentio…

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SharpenCX Acquires Omnichannel Messaging Solution Webtext

By: Tracey E. Schelmetic    5/17/2023

SharpenCX announced it has completed the acquisition of Galway, Ireland-based Webtext, an omnichannel messaging solution.

Read More's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience

By: Tracey E. Schelmetic    5/16/2023 has introduced Version 12 of its platform, the first of a series of planned updates by the company to incorporate LLM-enriched features.

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Digital Marketers Miss Out on Revenue Opportunities Without AI

By: Greg Tavarez    5/15/2023

Without added insights from AI, digital marketers were unable to consistently identify the highest performing message, according to a Persado study.

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From Failing to Fabulous: Establishing A High-Performance Contact Center Culture in Today's Turbulent Climate

By: Matthew Vulpis    5/15/2023

The COVID-19 pandemic accelerated digital transformation in healthcare that drove more intelligent and automated omnichannel contact center strategies…

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Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI

By: Tracey E. Schelmetic    5/11/2023

A new Gartner poll found that 45 percent of respondents reported that the publicity of ChatGPT has prompted them to increase AI investments.

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AI Is Driving Greater Accuracy in Advanced Speech Recognition

By: Tracey E. Schelmetic    5/10/2023

A new report from 3Play Media, a media accessibility company, found that the accuracy of ASR technology has improved measurably since the company's la…

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CSG's State of the Customer Experience Highlights a Path to a Better CX

By: Tracey E. Schelmetic    5/9/2023

Revenue management and payments solutions company CSG released a report titled, "The State of the Customer Experience 2023 Report."

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StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform

By: Tracey E. Schelmetic    5/9/2023

Marketing automation platform solutions provider StructuredWeb announced the launch of ChannelGPT.

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BT and Five9 Offer Future-Proof Route to Cloud Contact Centers

By: Greg Tavarez    5/9/2023

BT and Five9 announced the expansion of their partnership to enhance the choice of contact center services and solutions offered to organizations worl…

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Shake Shack Solidifies Brand Strength with Qualtrics XM

By: Greg Tavarez    5/8/2023

Shake Shack chose Qualtrics XM for Customer Frontlines and BrandXM to quantitatively evaluate its brand strength against competitors, identify areas o…

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CUSTOMER Magazine Announces Winners of the 2023 CRM Excellence Award

By: CustomerZone360 News    5/8/2023

TMC announced the winners of their 24th Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform

By: Tracey E. Schelmetic    5/4/2023

Bright Pattern announced the launch of what it's calling "the world's first omni-enterprise contact center platform."

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Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center

By: Tracey E. Schelmetic    5/2/2023

Cloud communications and collaboration solutions company Intermedia Cloud Communications recently introduced its new Intermedia Artificial Intelligenc…

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With New Era of Customer Experience, Airship Makes Innovations to App Experience Platform

By: Greg Tavarez    5/2/2023

Airship made major innovations to its App Experience Platform, including the App Experience Editor, Airship Journeys, Airship Mail and Airship Coupons…

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More Than Half of Executives Seek to Protect Customer Care from Cost-Cutting

By: Tracey E. Schelmetic    5/1/2023

Research by Information Services Group (ISG) found that a majority of executives worldwide consider customer experience a top strategic priority that …

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With the Integration of Zendesk Support, AgentAssist from Elevates Contact Center Efficiency

By: Alex Passett    5/1/2023

Enterprise conversational AI platform and solutions provider recently announced the integration of its conversational AgentAssist with Zendesk…

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Twilio Flex: Refining Digital Engagement and Contact Center Value

By: Alex Passett    4/28/2023

Twilio has launched its Twilio Flex platform for improved customer-facing interactions, as well as internal data-driven operations that make engagemen…

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CallMiner Adds Integration with Zoom for Better Analysis of Videoconference Intelligence

By: Tracey E. Schelmetic    4/26/2023

Conversation intelligence company CallMiner announced a new integration with Zoom Meetings.

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Startek's Zenarate Integration Bridges the CX Gap with AI-powered Coaching

By: Greg Tavarez    4/26/2023

Startek, a customer experience solutions provider, integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop …

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Harness the Power of AI-Generated Images: The Ultimate Marketing Solution

By: Special Guest    4/25/2023

AI-generated images are customizable, cost-effective, and hyper-targeted, making them a must-have tool in your marketing arsenal.

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Clickatell Launches Chat Commerce Platform as a Service Product

By: Tracey E. Schelmetic    4/25/2023

Mobile messaging and chat company Clickatell announced the launch of its new Chat Commerce Platform as a Service (CCPaaS) product.

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In a New IVR Strategy, Give Customers What They Want

By: Tracey E. Schelmetic    4/24/2023

Info-Tech noted that its research highlights the increasing demand for effective IVR in contact centers as customer satisfaction becomes a top priorit…

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Carbyne Integrates Audio Translation to APEX Platform to Save Time and Save Lives

By: Greg Tavarez    4/24/2023

Carbyne announced that it has integrated live audio language translation into its APEX emergency call-taking platform.

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Verint and Google Cloud Collaborate to Close Engagement Capacity Gap

By: Greg Tavarez    4/21/2023

Verint expanded more on its customer engagement expertise by improving contact center performance in a new partnership with Google Cloud.

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A Story of Creative Automation: Storyteq Launches its Brand Portals Platform

By: Alex Passett    4/20/2023

Storyteq is delivering, on average, 50% time-savings per campaign for global brands (like BMW, Kia, KFC, Heineken, and L'Oreal) that take advantage of…

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