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CUSTOMER NEWS

Recipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced

By: CustomerZone360 News    11/9/2023

The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…

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JPMorgan Chase Announces Virtual Call Center Team in Baltimore

By: Tracey E. Schelmetic    11/9/2023

JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.

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CUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards

By: CustomerZone360 News    11/7/2023

The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.

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LivePerson Introduces Suite of Conversational Intelligence Solutions

By: Tracey E. Schelmetic    11/7/2023

Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…

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Generative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It

By: Special Guest    11/6/2023

Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.

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Yeastar Reveals Changes and Plans to Its Contact Center Solution

By: Tracey E. Schelmetic    11/3/2023

Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.

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ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center

By: Tracey E. Schelmetic    11/3/2023

The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.

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TMC Partners with Metrigy to Host Future of CX Expo 2024 Conference

By: CustomerZone360 News    11/2/2023

From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…

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UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone

By: Tracey E. Schelmetic    11/2/2023

Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…

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Freshdesk vs Zendesk: What Should You Know Before Investing in?

By: Contributing Writer    10/31/2023

Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.

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Verint Expands Partnership with Zoom Via the ISV Exchange Program

By: Tracey E. Schelmetic    10/31/2023

Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…

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Why a Company Invested in Diversity Leads to Employee Retention

By: Contributing Writer    10/30/2023

Think about some of the best places you've ever worked. They were likely made up of a diverse mix of people from all races, belief systems and age gro…

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AMC Technology Releases DaVinci Integration for Microsoft Teams

By: Tracey E. Schelmetic    10/23/2023

Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…

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TMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award

By: CustomerZone360 News    10/23/2023

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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TMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service

By: CustomerZone360 Staff    10/23/2023

The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …

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Exploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 2023

By: Contributing Writer    10/23/2023

Retail businesses and other vendors in 2023 need to develop an online presence. The trends show e-commerce is rising steeply, and by 2026, global onli…

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Study Finds Data Quality at the Core of AI Automation Success

By: Tracey E. Schelmetic    10/20/2023

Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …

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Verint Launches New Specialized Bot to Protect Customer Data

By: Tracey E. Schelmetic    10/20/2023

Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…

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New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants

By: Tracey E. Schelmetic    10/19/2023

A new customer experience benchmark report commissioned by AI platform provider Kore.ai revealed a growing acceptance of AI-powered intelligent virtua…

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Supervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated

By: Greg Tavarez    10/19/2023

Supervisors of call center agents need to develop effective strategies for addressing these challenges as they are the ones who need to step forward t…

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8x8 Contact Center Expands to Offer Native Video Functionality

By: Tracey E. Schelmetic    10/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…

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Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation

By: Tracey E. Schelmetic    10/13/2023

Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…

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AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys

By: Tracey E. Schelmetic    10/12/2023

SQM Group Inc., maker of Customer Service QA Software, noted in a recent press release that surveys are crucial in helping businesses refine their cus…

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NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop

By: Tracey E. Schelmetic    10/12/2023

NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…

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Call Center Solutions Broadens Prescence with Third Center

By: Greg Tavarez    10/12/2023

Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.

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SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications

By: Tracey E. Schelmetic    10/11/2023

The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.

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AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage

By: Tracey E. Schelmetic    10/9/2023

AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…

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AssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge

By: Greg Tavarez    10/6/2023

AssistGPT, embedded within the eGain Knowledge Hub and driven by generative AI technology, represents a comprehensive zero-code solution for Knowledge…

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Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information

By: Tracey E. Schelmetic    10/6/2023

Dialpad announced the release of PII Redaction, an AI-powered tool designed to fortify privacy safeguards of personal identifiable information (PII) a…

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Unlock Customer Engagement Success with Convey's EPaaS

By: Greg Tavarez    10/5/2023

Convey's EPaaS boasts a comprehensive set of capabilities designed to elevate customer engagement and streamline digital interaction processes.

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NICE's Acquisition of LiveVox Sets New Standard in Proactive Outreach Through Conversational AI

By: Greg Tavarez    10/4/2023

Organizations have the opportunity to accelerate their CX operations into the digital era with smart conversational AI at scale with NICE acquiring Li…

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New Solution by HGS Transforms Customer Interactions with AI

By: Greg Tavarez    10/3/2023

Agent X is engineered to streamline the workflow of call center agents while simultaneously elevating customer interactions.

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UserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding

By: Tracey E. Schelmetic    10/3/2023

UserEvidence, a Wyoming-based customer voice platform for business-to-business go-to-market (GTM) teams, debuted a new customer voice platform to turn…

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Study Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization

By: Tracey E. Schelmetic    10/2/2023

To explore how CRM is changing to provide more customized interactions, CRM company SugarCRM recently surveyed more than 800 global business-to-busine…

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Customers Believe Companies Are Making Them Work Too Hard

By: Tracey E. Schelmetic    9/29/2023

According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…

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Bandwidth, Google and Cognigy Shake Up Contact Center AI

By: Greg Tavarez    9/29/2023

Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…

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AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

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More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

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The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

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Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

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The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

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Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends

By: Alex Passett    9/22/2023

The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…

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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'

By: Greg Tavarez    9/20/2023

Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.

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BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering

By: Tracey E. Schelmetic    9/19/2023

Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …

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ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users

By: Greg Tavarez    9/19/2023

Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.

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Study Finds the Cost of Poor Customer Support Continues to Rise

By: Tracey E. Schelmetic    9/18/2023

A new study commissioned by generative AI customer service platform Airkit.ai found that customers' expectations continue to rise, and the costs for d…

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Customer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm

By: Greg Tavarez    9/15/2023

The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…

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Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn

By: Tracey E. Schelmetic    9/15/2023

Intradiem's AI model measures the data against expectations or past performance in real-time and designates each agent's burnout risk assessment on it…

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Boost Loyalty with Sinch MessageMedia's New SMS Service

By: Greg Tavarez    9/13/2023

SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from…

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