CUSTOMER NEWS
Customer Engagement Expectations Are Changing, Businesses Must Adapt
Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.
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Job Interview Mistakes to Avoid
When you're looking for some of the best ways of being able to improve and ace your job interview, you have to think about some of the key ideas that …
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Unified Contact Center Solutions Provider SharpenCX Announces Partner Program
SharpenCX announced a new partner program to further its mission to deliver engaging agent and customer experiences anytime, anywhere with its agent-f…
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Lang.ai Completes $10.5M Series A
Lang.ai completed a $10.5 million Series A to help CX teams turn conversations into insights and automation.
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CUSTOMER Magazine Announces Winners of the 2022 CRM Excellence Award
TMC announced the winners of their 23rd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Headsets.com Meets Ambitious Customer Support Goal with the Help of Vonage
The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.
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Contact Centers Are Experiencing Digital Growing Pains
Call centers should invest in technologies that centralize data and make it accessible and actionable to agents when and where they need it, and look …
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Avaya, Microsoft Deliver Avaya OneCloud Solutions on Microsoft Azure
The Avaya and Microsoft partnership will continue to help customers' initiatives in the cloud.
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MSP CloudHesive Acquires AWS Cloud Contact Center Provider Dextr
Powered by Amazon Connect, Dextr combines a full-agent dashboard with a library of cloud services at an affordable price.
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Is This the End of the Cold Call?
The traditional method of telemarketing is no longer - now businesses can use enhanced data analytics and optimized cloud call center software to brin…
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Google Says No More to Call Recording Apps
In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…
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AI's Role in Call Center Training
Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…
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Observe.AI Funding Round Expected to Advance AI-Driven Call Center Technology
This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…
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LiveVox Launches New Channel Program for MSPs
LiveVox has announced a new channel program to expand its CCaaS suite to more MSPs, master agents, and other partners.
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Everything Has a Price: How Dynamic Pricing Will Shake up the Retail Market
A dynamic pricing system is the automated pricing of appointment time slots, based on how much a consumer is willing to pay at a specific time for a s…
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SPI Software Teams with ConnectionsGRP for New SPI Connect Platform
The Hyperscale Communications Platform adds a cloud-based messaging module into SPI's timeshare and vacation ownership application software, driven by…
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TII Intros Arabic NLP Model NOOR
Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…
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Chat Becoming Powerful Tool Driving CX, Business Revenue and Growth
A new report from Clickatell reveals most customer service representatives are using chat to improve the customer experience (CX) as well as drive bus…
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Salesforce Addresses Demands of Digital Customers with Slew of New Services
This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…
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Breezeline Launches Mobile App to Improve Customer Experiences
The launch of the new app, according to company officials, is part of a plan in place to transform customer experiences using digital tools. The goal …
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Gaming Laboratories International Announces New Hire for Customer Service
In the electronic gaming and lottery business, certification is vital to ensure that all gaming products meet region's stringent standards and local t…
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Disney Customers Complain About Long Waits for Customer Service
An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…
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Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution
Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…
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Thai Government Agency to Adopt AI
Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …
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Semafone Partners with Talkdesk for PCI Data Security
Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…
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How to answer customer queries in the most effective way
The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowl…
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NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services
To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …
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Dialpad Includes New Enhancements to AI Contact Center
Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.
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Infobip Adds SMS, WhatsApp Features for Adobe Commerce
Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…
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CRMNEXT, Wescom Resources Group Partner for CRM Solution
Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.
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Recipients of the 2022 CUSTOMER Product of the Year Award Announced
TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.
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IRS Leans on Chatbots to Improve Citizen Experience
Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…
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TouchPoint One Brings Basketball to Contact Center Performance Challenge
TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.
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InteractiveTel Unveils TotalCX Platform
InteractiveTel announced the launch of the TotalCX Customer Experience Platform for automotive dealers.
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IRS Opens Office Dedicated to Improving Taxpayer Customer Experiences
The new office will offer assistance for service, compliance, and other tax-related programs, working together with other units of the IRS and the Tax…
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Verint Scores High In Customer Satisfaction
Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…
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Technology Helps Solve Call Center Staffing Crises
Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …
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4 types of call center KPIs and how to use them
The hallmark of a strong call center is that it not only helps your company fulfill its mission, but also ensures employee and customer satisfaction. …
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Level AI Generates $20 Million in Series B Funding
AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…
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Call Center Troubles Plague the U.S. Park Police Dispatch Center
A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…
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Calabrio WFM Transforms Cazoo Contact Center Operations
UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio's workf…
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Chatbot Automation Causing Customer Frustration
The importance of customer service cannot be overstated. That said, companies of all sizes turned to chatbots when labor shortages struck, and this ch…
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Consumers Prefer Chatbots Over Web Browsing
If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…
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AXA UK Is Staying with Content Guru to Expand Customer Experience Capabilities
For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…
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Rio Grande Governments Council Chooses Carbyne for Cloud 911 Contact Center
Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…
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AnswerNet Closes Quality Contact Solutions Acquisition
Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …
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Genesys and Thrive Partner To Support Call Center Agent Wellbeing
Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…
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Vitech Intros CampaignCenter Solution
Vitech, a global provider of cloud-based administrative software, announced the launch of the CampaignCenter solution for the V3locity CRM platform.
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CarahSoft, Cyara to Offer Public Sector CX Solutions
Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…
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An Account Manager in a software & hardware outsourcing development company
To be successful every software & hardware development company should have both technical and business proficient crews. Account managers, as business…
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