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CUSTOMER NEWS

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 Kore.ai Elevates Contact Center Efficiency

By: Alex Passett    5/1/2023

Enterprise conversational AI platform and solutions provider Kore.ai 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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Sangoma Enhances Customer Engagement with New CX Platform Features

By: Greg Tavarez    4/19/2023

Sangoma announced new omnichannel features to the Sangoma Contact Center, which is now known as the Sangoma CX platform.

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Future-Proof Customer Experience with New Insider Features

By: Greg Tavarez    4/19/2023

Insider launched 20 new features to help businesses future-proof their customer experience and propel revenue from one centralized platform.

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Revamping Loyalty Programs: The Key to Fan Engagement in Sports Entertainment

By: Greg Tavarez    4/14/2023

A recent study by global IT research and advisory firm Info-Tech Research Group sheds light on how sports organizations can design and implement a suc…

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4 Ways to Fund Your Tech Startup

By: Contributing Writer    4/14/2023

Finding the right funding option when launching your tech startup can be challenging. Picking the most suitable financing alternative increases your p…

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Spearline Acquisition Solidifies Position of Cyara's Customer Experience Assurance Platform

By: Greg Tavarez    4/12/2023

Cyara expanded its global in-country dialing and WebRTC testing and monitoring capabilities with the acquisition of Spearline.

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Native AI Raises $3.5 Million in Funding for Its Generative AI Consumer Research Solution

By: Tracey E. Schelmetic    4/12/2023

Native AI announced that it has raised $3.5 million in seed funding to enable brands to measurably improve products, customer experience, marketing an…

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The Power of AI-Driven Customer Recommendations in Driving Loyalty and Repeat Buying

By: Tracey E. Schelmetic    4/11/2023

A recent survey sponsored by DataStax underscores the effectiveness of relevant product and service recommendations to customers. The research, conduc…

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Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution

By: Tracey E. Schelmetic    4/10/2023

Workforce management company Calabrio recently announced the integration of its Calabrio ONE contact center workforce solution with advanced artificia…

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Improve Customer Experiences and Agent Journeys with New Offering from LiveVox and CGI

By: Alex Passett    4/5/2023

LiveVox, after entering a new partnership with CGI, recently announced a performance-centric contact center solution: CACS X.

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Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests "Yes"

By: Tracey E. Schelmetic    4/4/2023

A recent report commissioned by Incisiv, conducted in collaboration with The Food Industry Association (FMI) and in partnership with Loyal Guru, found…

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Using AI-Driven Data Exploration to Address Customer Churn

By: Special Guest    4/4/2023

Whether you're competing in B2C, B2B or B2G, AI-driven data analysis can help reduce customer churn. Here's how.

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NICE's Enlighten Actions Revolutionizes Use of Data and Generative AI

By: Greg Tavarez    4/3/2023

Enlighten Actions, which combines Enlighten AI with Generative AI, allows businesses to create smart and humanized CX processes with unprecedented spe…

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Emergency Call Centers Face a Troubling Workforce Problem

By: Alex Passett    4/3/2023

Nationwide, emergency call centers are facing serious workforce shortfalls, according to the International Academies of Emergency Dispatch and the Nat…

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Five9 Updates Agent Assist Solution with AI Technology like ChatGPT

By: Tracey E. Schelmetic    4/3/2023

Cloud contact center company Five9 has made changes to its Agent Assist solution; particularly by using the same generative AI technology behind ChatG…

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Newegg, New ChatGPT: Retailer Integrates AI to Improve E-Commerce Experiences

By: Alex Passett    3/31/2023

Global e-retailer Newegg has announced that it's using ChatGPT to enhance customers' experiences.

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Consumers Disapprove of Energy Waste and Pollution from Unnecessary Data Storage

By: Tracey E. Schelmetic    3/31/2023

Nearly half of consumers think it's the responsibility of the organizations that store their information online to delete it when it's no longer neede…

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Mutare Voice Traffic Filter is the Support that CCaaS Providers Need

By: Alex Passett    3/30/2023

No business wants a constant barrage of voice channel attacks. This is why cybersecurity provider Mutare is set to prioritize partnerships with CCaaS …

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SoundHound Delivers Next-Gen Voice Assistant with Generative AI

By: Greg Tavarez    3/29/2023

SoundHound Chat AI brings together voice-enabled generative AI and voice assistant to allow any business to build a next-generation voice experience f…

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Five9 and Invoca Solution Offers Pre-Call Insights

By: Greg Tavarez    3/29/2023

PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…

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CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards

By: CustomerZone360 News    3/29/2023

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.

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Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT

By: Greg Tavarez    3/29/2023

Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…

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90% of Consumers Concerned About Poor Vendor Security in 2023

By: Stefania Viscusi    3/24/2023

The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.

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The Pros and Cons of Outsourcing for Small Businesses

By: Contributing Writer    3/24/2023

Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…

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Collaborate with Revenue-Critical Teams to Drive Faster Time to Revenue in Clari's Integration Hub

By: Greg Tavarez    3/24/2023

Clari launched the Integration Hub, a centralized resource that captures and organizes revenue-critical signals from more than 40 integrated technolog…

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Digital Marketing Maturity Drives Revenue Growth

By: Greg Tavarez    3/23/2023

A survey conducted by ON24 sheds light on the digital maturity of B2B marketing in Europe, filling the data gap that has historically existed in this …

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Ensuring Remote Agents Can Be Clearly Heard Drives Innovation in Headset Technology

By: Arti Loftus    3/23/2023

Nectar and Jabra announced a development partnership and solution that integrates telemetry from the latest Jabra headsets into Nectar's Digital Exper…

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Cloudflare Steps into the Online Fraud Fray

By: Greg Tavarez    3/22/2023

Aware of the online fraud problem, Cloudflare's Fraud Detection is set to provide greater insights into online fraud threats.

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Report Finds Insurance Companies Are Realizing the Value of Investing in CX

By: Tracey E. Schelmetic    3/22/2023

Contact center solutions provider Talkdesk, Inc. recently released a new Talkdesk Research report, "Building Loyalty in Insurance Through Elevated Cus…

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CCaaS Challenge at the Edge: The Importance of High Fidelity in Customer Service Environments

By: Juhi Fadia    3/22/2023

The greatest challenge for cloud contact centers is quality at the edge - the ability for home-based agents to serve customers efficiently with great …

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How to Outpace Your Competitors with Next-Level Competitive Benchmarking

By: Special Guest    3/22/2023

Organizations should use benchmarking not just to know where they stand in the market but what actions they need to take in order to get to the top an…

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Most Consumers Struggle to Remember Passwords

By: Tracey E. Schelmetic    3/21/2023

A new research study from the Entrust Cybersecurity Institute says passwords have outrun their course and it's time to provide users a simpler, more s…

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Marketers and Influencers: A New Survey with Updated Figures and Trends

By: Alex Passett    3/21/2023

A recent study from Capterra highlighted illuminating trends regarding how marketers are investing - or aren't investing - in influencer relationships…

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A New Blend of Success: Smoothie King Selects Medallia to Improve Experiences

By: Alex Passett    3/21/2023

Consumer and enterprise experiences company Medallia announced that it'd been selected by Smoothie King as its new experience platform.

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Verint Partners with Carahsoft to Bring Customer Engagement to the Public Sector

By: Tracey E. Schelmetic    3/20/2023

Customer engagement company Verint announced a partnership with Carahsoft to bring customer engagement to the public sector.

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