CUSTOMER NEWS
CUSTOMER Magazine Announces Winners of the 2022 Contact Center Technology Award
TMC announced the winners of its 17th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
Read More
Would You Rather Shave Your Head or Contact Customer Support?
Customers point to the same customer service pain points as they have for years when expressing frustration over their contact center experiences.
Read More
Businesses Must Stay Ahead of Customer Expectations or Risk Losing Them
With customers demanding more proactive services on top of them becoming more digital savvy, businesses expect customer loyalty to decline.
Read More
JP Morgan Chase Launches "Virtual but Local" Contact Center in Detroit
JP Morgan Chase opened a virtual contact center in Detroit to support its customer service operations and the local community at the same time.
Read More
Think Ads That Follow You on Social Media Are Creepy? You're Not Alone
Given the choice between privacy and advertising relevance, most consumers opt for privacy and don't like targeting practices.
Read More
Salesforce Lets the CRM Genie Out of the Lamp
Salesforce unveiled Salesforce Genie, a hyperscale real-time data platform designed to power the entire Salesforce Customer 360 platform.
Read More
Amazon Plans to Close Most of Its Physical Call Centers
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…
Read More
Telcos Missing the Mark on Customer Personalization, Losing Millions
Intent HQ's new research survey revealed telcos are missing out on millions of unclaimed revenues and failing to meet customer expectations.
Read More
WFM Provider Connecteam to Give Free Access to Its App to Small Businesses
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…
Read More
Gen Z Says Most Apps Underutilize Interactive Live Video Features
Most Gen Z users want more interactive live video in their apps, according Agora's commissioned study.
Read More
Skip the Information Hunt with Snappy Kraken's Bidirectional Integrations
Snappy Kraken initiated two-way data synchronization from the three CRM providers - Redtail, Wealthbox and Salesforce.
Read More
Verint Digital-First Engagement Delivers 271% ROI
Through customer interviews and financial analysis, Forrester found that Verint customers realize a 271 percent ROI with a payback period of less than…
Read More
Zendesk Announces New Solutions for Call Center Triage
Zendesk introduced Intelligent Triage and Smart Assist, new AI solutions designed to help contact centers triage customer support requests automatical…
Read More
Happy Employees, Happy Customers
The right contact center solution can increase employee satisfaction, also driving customer experience and satisfaction.
Read More
Carbyne Investment Accelerates 911 Infrastructure Modernization
Carbyne raised $56 million in Series C funding to accelerate the digital transformation of mission-critical operations and government service centers …
Read More
Barry Callebaut Bolsters Customer Experience with Vonage
Barry Callebaut selected the Vonage Contact Center for Salesforce solution to help optimize customer communications and enhance its operations.
Read More
Sharp NEC Display and Guise AI Partner for Solution That "Sees" In-Person Customers
Sharp NEC Display Solutions partnered with Guise AI to launch a computer vision solution to produce sharper audience insights and improved customer ex…
Read More
Modern Call Center Technological Trends
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…
Read More
Use of AI to Improve Customer Experience
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…
Read More
Five9 CX Marketplace Adds Aceyus Data Management Platform
Aceyus VUE is now available in the Five9 CX Marketplace for contact center deployment.
Read More
Texas Certifies Ivy Chatbot Technology for Higher Education Institutions
Ivy earned provisional status certification under the Texas Risk and Authorization Management Program.
Read More
Virtual Reality As the Future of Customer Service
For businesses, VR offers a variety of benefits. It offers an immersive experience that creates a deep emotional connection with users. This emotional…
Read More
Customer Dissatisfaction with Travel Customer Experiences Soaring
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…
Read More
Voice Automation Tops Call Center To-Do Lists
While automation is being leveraged across channels, the value proposition of voice-based automation makes it a high priority in contact centers.
Read More
Tips for Getting into a Customer Service Job
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,…
Read More
UJET Enables Brands to Improve Virtual Agent Interactions
UJET's AI-modeled Interaction Design for Virtual Agents will help companies identify common customer needs
Read More
NICE Recognized for Customer Engagement Capabilities
Omdia evaluated NICE as a market leader. Market leaders are characterized as having the best scores in terms of functionality and capabilities.
Read More
What Exactly Is Room Occupancy Monitoring?
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…
Read More
Data Security Tops Banking Customers' Concerns
Financial services customers are increasingly looking for assurances their PII and financial accounts are safe from cyber criminals.
Read More
Employee Engagement is a Top Initiative for Call Center Leadership
90 percent of contact center leaders say improving the employee experience is a top priority for 2022-2023.
Read More
Disability Support Services Provider Scope Transforms Call Management with NICE CXone
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels.
Read More
How Online Poker Suppliers Excel With Customer Service
Customer service is vital in every industry around the globe. Whether you work in retail, technology or manufacturing, you'll encounter customers with…
Read More
MiaRec's Speech Analytics Solution Available on the Five9 CX Marketplace
MiaRec recently announced that its flagship solution is available on the Five9 CX Marketplace, making it easy for businesses to integrate MiaRec's Spe…
Read More
Genesys Invests in Cloud Customer Experience Capabilities for Brazil Businesses
Genesys is building on its more than 20-year history supporting Brazil and announced new capabilities for the Genesys Cloud CX platform in Brazil.
Read More
New Verint Integration Consolidates Recorded Zoom Interactions with Customer Data
Verint introduced native integration as part of the Verint Cloud Platform for Zoom Meetings and Zoom Phone interactions with Verint Engagement Data Ma…
Read More
Cresta Announces Expansion of Real-Time Intelligence Platform for Contact Centers
Cresta announced the expansion of its Real-Time Intelligence Platform, a comprehensive portfolio of AI-powered products.
Read More
Study Find American Companies Are Lagging in Mobile Customer Support
Helpshift recently announced the results of a new survey that found that many brands are missing the mark on in-app customer service.
Read More
Preferred Risk Insurance's Switch to UCaaS/CCaaS Improves Communications Quality
Preferred Risk Insurance enabled its employees and clients to stay better connected and productive with RingCentral
Read More
Latest Tech Being Used to Boost Customer Service
All successful businesses know that the customer is king, and customers today are more demanding than ever before. All customers want their issues att…
Read More
Business Success and the Undeniable Impact of Customer Service
When you look at a successful business, such as Casumo.com, it can be challenging to pinpoint exactly what they're getting right and even harder to em…
Read More
How To Grow A Home-Based Business
When you are running a home-based business, things can seem stifling. It can be hard to see the wood through the trees, so to speak, as you are confin…
Read More
Workforce Management Company Observe.AI Adds Certifications for Customer Data Security
Observe.AI announced it has expanded its compliance certifications to include SOC 2 Type II and PCI DSS Level 1.
Read More
Study Finds Omnichannel Grocery Shoppers Spend More
Symphony RetailAI announced the findings of an analysis of nearly 600 million shopper transactions to determine the impact of today's omni-channel gro…
Read More
BirchAI's Call Center Automation Solution Accelerates Through Verint
Customer support platform BirchAI joined Verint to provide an after-call work solution that automates documentation and call classification.
Read More
Errors in Personalization: 70 Percent of Customers Receive Mistargeted Information
A study recently commissioned by Redpoint Global found that a majority of customers regularly receive mistargeted information from brands attempting t…
Read More
Jenne CBS Expands Contact Center Portfolio with Playvox
Jenne Cloud Services Brokerage partnered with Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions.
Read More
Study Finds Retailers Worry About Inadequate Call Center Staff for 2022 Holidays
Sorted recently commissioned research that found that 44 percent of retail leaders say they don't have enough staff to support the upcoming peak seaso…
Read More
Laivly Modernizes Call Centers with New AI Platform
Laivly launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity.
Read More
Voice Bot and the real-time customer experience: a successful case study
Voice Bot and the real-time customer experience: a successful case study Voice bot allows you to automate a large number of processes such as booki…
Read More
Banking on Better Experiences as Financial Institutions Adopt RPA
Banking enterprises are realizing the benefits of automation, and are increasingly finding their answers in Robotic Process Automation (RPA).
Read More