CallMiner and Zoom Deepen Customer Insights

By: Greg Tavarez    11/11/2022

CallMiner's new integrations with Zoom Contact Center and Zoom Phone expand the conversation types that are ingested and analyzed by the CallMiner pla…

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Klaviyo's AI Assistant Simplifies SMS Copywriting

By: Greg Tavarez    11/10/2022

Klaviyo created a new tool, SMS Assistant, that uses machine learning to simplify text message copywriting.

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BPO Giant Teleperformance Buys Recruitment Processing Outsourcing Company PSG

By: Tracey E. Schelmetic    11/10/2022

Paris, France-based outsourced call center services and BPO giant Teleperformance has acquired PSG Global Solutions for approximately $300 million.

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Forget Call Centers, Contact Centers are the Future

By: Special Guest    11/4/2022

Instead of relying on just the telephone, contact centers are multi-channel facilities that use several forms of communication to talk to their custom…

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Customer Service Managers Brace for Frigid Winter

By: Greg Tavarez    11/3/2022

Sixty percent of customer service managers predict "the toughest winter yet" as they worry about losing customers in the run up to the holidays.

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Salesforce Updates Contact Center Solution

By: Tracey E. Schelmetic    11/1/2022

Agents need tools to provide holistic customer information, reduce resolution times, deliver more personalized service, and improve customer satisfact…

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Is Customer Service the Same as Customer Support?

By: Contributing Writer    10/31/2022

Customer service and customer support are two terms that are often used interchangeably. Understanding their differences can be a challenge. Let's exa…

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BFSI Companies Are Turning to the Cloud to Improve CX

By: Tracey E. Schelmetic    10/26/2022

According to Frost & Sullivan, BFSI organizations are adopting the cloud to benefit from new technology, flexibility and reduced upfront costs.

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BPO iCXeed Launches Portfolio of CX Management Services

By: Tracey E. Schelmetic    10/24/2022

Singapore-based iCXeed launched value-demand services that combine automation and artificial intelligence (AI) enabled technologies with what it calls…

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CUSTOMER Magazine Announces Recipients of the 2022 Customer Experience Innovation Awards

By: CustomerZone360 News    10/18/2022

TMC announced today the winners of 2022 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Call Center Outsourcer Ascensos Partners with IRIS Audio to Eliminate Background Noise

By: Tracey E. Schelmetic    10/18/2022

Ascensos announced a partnership with IRIS Audio Technologies, the team behind the artificial intelligence-powered voice isolation app, IRIS Clarity.

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CUSTOMER Magazine Announces Winners of the 2022 Contact Center Technology Award

By: CustomerZone360 News    10/17/2022

TMC announced the winners of its 17th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Would You Rather Shave Your Head or Contact Customer Support?

By: Tracey E. Schelmetic    10/14/2022

Customers point to the same customer service pain points as they have for years when expressing frustration over their contact center experiences.

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Businesses Must Stay Ahead of Customer Expectations or Risk Losing Them

By: Greg Tavarez    10/13/2022

With customers demanding more proactive services on top of them becoming more digital savvy, businesses expect customer loyalty to decline.

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JP Morgan Chase Launches "Virtual but Local" Contact Center in Detroit

By: Tracey E. Schelmetic    10/7/2022

JP Morgan Chase opened a virtual contact center in Detroit to support its customer service operations and the local community at the same time.

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Think Ads That Follow You on Social Media Are Creepy? You're Not Alone

By: Tracey E. Schelmetic    10/6/2022

Given the choice between privacy and advertising relevance, most consumers opt for privacy and don't like targeting practices.

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Salesforce Lets the CRM Genie Out of the Lamp

By: Tracey E. Schelmetic    10/3/2022

Salesforce unveiled Salesforce Genie, a hyperscale real-time data platform designed to power the entire Salesforce Customer 360 platform.

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Amazon Plans to Close Most of Its Physical Call Centers

By: Tracey E. Schelmetic    9/30/2022

Amazon is working towards closing its physical contact centers and moving to a permanent work from home model, leveraging the power of its Amazon Conn…

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Telcos Missing the Mark on Customer Personalization, Losing Millions

By: Greg Tavarez    9/29/2022

Intent HQ's new research survey revealed telcos are missing out on millions of unclaimed revenues and failing to meet customer expectations.

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WFM Provider Connecteam to Give Free Access to Its App to Small Businesses

By: Tracey E. Schelmetic    9/29/2022

New York- and Tel Aviv-based workforce management solutions provider Connecteam announced its all-in-one app will be available for free or small busin…

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Gen Z Says Most Apps Underutilize Interactive Live Video Features

By: Greg Tavarez    9/29/2022

Most Gen Z users want more interactive live video in their apps, according Agora's commissioned study.

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Skip the Information Hunt with Snappy Kraken's Bidirectional Integrations

By: Greg Tavarez    9/29/2022

Snappy Kraken initiated two-way data synchronization from the three CRM providers - Redtail, Wealthbox and Salesforce.

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Verint Digital-First Engagement Delivers 271% ROI

By: Tracey E. Schelmetic    9/23/2022

Through customer interviews and financial analysis, Forrester found that Verint customers realize a 271 percent ROI with a payback period of less than…

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Zendesk Announces New Solutions for Call Center Triage

By: Tracey E. Schelmetic    9/19/2022

Zendesk introduced Intelligent Triage and Smart Assist, new AI solutions designed to help contact centers triage customer support requests automatical…

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Happy Employees, Happy Customers

By: Special Guest    9/16/2022

The right contact center solution can increase employee satisfaction, also driving customer experience and satisfaction.

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Carbyne Investment Accelerates 911 Infrastructure Modernization

By: Greg Tavarez    9/15/2022

Carbyne raised $56 million in Series C funding to accelerate the digital transformation of mission-critical operations and government service centers …

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Barry Callebaut Bolsters Customer Experience with Vonage

By: Greg Tavarez    9/15/2022

Barry Callebaut selected the Vonage Contact Center for Salesforce solution to help optimize customer communications and enhance its operations.

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Sharp NEC Display and Guise AI Partner for Solution That "Sees" In-Person Customers

By: Tracey E. Schelmetic    9/12/2022

Sharp NEC Display Solutions partnered with Guise AI to launch a computer vision solution to produce sharper audience insights and improved customer ex…

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Modern Call Center Technological Trends

By: Contributing Writer    9/12/2022

Even today, more than 50% of the people complain about the inefficient and unsatisfactory response they get from call centers. The arrival of the pand…

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Use of AI to Improve Customer Experience

By: Contributing Writer    9/12/2022

Thousands of operators are hired to give instructions to the customers over the phone. More than 50% of these issues can be resolved through simple in…

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Five9 CX Marketplace Adds Aceyus Data Management Platform

By: Tracey E. Schelmetic    9/9/2022

Aceyus VUE is now available in the Five9 CX Marketplace for contact center deployment.

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Texas Certifies Ivy Chatbot Technology for Higher Education Institutions

By: Greg Tavarez    9/6/2022

Ivy earned provisional status certification under the Texas Risk and Authorization Management Program.

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Virtual Reality As the Future of Customer Service

By: Contributing Writer    8/31/2022

For businesses, VR offers a variety of benefits. It offers an immersive experience that creates a deep emotional connection with users. This emotional…

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Customer Dissatisfaction with Travel Customer Experiences Soaring

By: Tracey E. Schelmetic    8/31/2022

90% of consumers who experienced a negative interaction would choose not to give business to that specific airline or hotel in the future unless there…

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Voice Automation Tops Call Center To-Do Lists

By: Tracey E. Schelmetic    8/26/2022

While automation is being leveraged across channels, the value proposition of voice-based automation makes it a high priority in contact centers.

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Tips for Getting into a Customer Service Job

By: Contributing Writer    8/26/2022

If you want to get into a career that is diverse and interesting, enables you to help other people, and allows you to work in a variety of industries,…

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UJET Enables Brands to Improve Virtual Agent Interactions

By: Greg Tavarez    8/26/2022

UJET's AI-modeled Interaction Design for Virtual Agents will help companies identify common customer needs

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NICE Recognized for Customer Engagement Capabilities

By: Greg Tavarez    8/24/2022

Omdia evaluated NICE as a market leader. Market leaders are characterized as having the best scores in terms of functionality and capabilities.

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What Exactly Is Room Occupancy Monitoring?

By: Contributing Writer    8/22/2022

It's a good idea to get a good feel for what room occupancy monitoring systems do. To make it easy, these systems utilize sensors and various other in…

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Data Security Tops Banking Customers' Concerns

By: Tracey E. Schelmetic    8/19/2022

Financial services customers are increasingly looking for assurances their PII and financial accounts are safe from cyber criminals.

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Employee Engagement is a Top Initiative for Call Center Leadership

By: Tracey E. Schelmetic    8/18/2022

90 percent of contact center leaders say improving the employee experience is a top priority for 2022-2023.

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Disability Support Services Provider Scope Transforms Call Management with NICE CXone

By: Tracey E. Schelmetic    8/16/2022

NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels.

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How Online Poker Suppliers Excel With Customer Service

By: Contributing Writer    8/15/2022

Customer service is vital in every industry around the globe. Whether you work in retail, technology or manufacturing, you'll encounter customers with…

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MiaRec's Speech Analytics Solution Available on the Five9 CX Marketplace

By: Tracey E. Schelmetic    8/12/2022

MiaRec recently announced that its flagship solution is available on the Five9 CX Marketplace, making it easy for businesses to integrate MiaRec's Spe…

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Genesys Invests in Cloud Customer Experience Capabilities for Brazil Businesses

By: Greg Tavarez    8/12/2022

Genesys is building on its more than 20-year history supporting Brazil and announced new capabilities for the Genesys Cloud CX platform in Brazil.

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New Verint Integration Consolidates Recorded Zoom Interactions with Customer Data

By: Tracey E. Schelmetic    8/11/2022

Verint introduced native integration as part of the Verint Cloud Platform for Zoom Meetings and Zoom Phone interactions with Verint Engagement Data Ma…

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Cresta Announces Expansion of Real-Time Intelligence Platform for Contact Centers

By: Tracey E. Schelmetic    8/5/2022

Cresta announced the expansion of its Real-Time Intelligence Platform, a comprehensive portfolio of AI-powered products.

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Study Find American Companies Are Lagging in Mobile Customer Support

By: Tracey E. Schelmetic    8/5/2022

Helpshift recently announced the results of a new survey that found that many brands are missing the mark on in-app customer service.

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Preferred Risk Insurance's Switch to UCaaS/CCaaS Improves Communications Quality

By: Greg Tavarez    8/2/2022

Preferred Risk Insurance enabled its employees and clients to stay better connected and productive with RingCentral

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Latest Tech Being Used to Boost Customer Service

By: Contributing Writer    8/2/2022

All successful businesses know that the customer is king, and customers today are more demanding than ever before. All customers want their issues att…

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