CUSTOMER NEWS
Simplr Disrupts BPO Market with AI-enabled Platform
Simplr launched the EngageNow Suite to transform customer experience organizations into cost-efficient, revenue-generating programs that exceed custom…
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CallMiner and Zoom Deepen Customer Insights
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
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
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
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
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
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?
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
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
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
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
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
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?
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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?
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
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
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
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
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
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
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
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
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
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
Preferred Risk Insurance enabled its employees and clients to stay better connected and productive with RingCentral
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