Avaya Cloud Office Puts Hybrid Work In The Spotlight

By: Luke Bellos    6/21/2021

Avaya and RingCentral have unveiled new features for the Avaya Cloud Office by RingCentral® Unified Communications as a Service (UCaaS) solution to he…

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Why you should offer product customization

By: Special Guest    6/21/2021

Currently it is extremely popular to offer product customization to your customers. Think about when you order a burger at a restaurant for example. Y…

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Lifesize Adds Expanded Capabilities to CxEngage Platform

By: Tracey E. Schelmetic    6/17/2021

Cloud contact center and video meeting solutions provider Lifesize, Inc. recently announced updates to its flagship cloud contact center and collabora…

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How customer responsive culture affects your conversion rates

By: Special Guest    6/17/2021

Meeting the needs of customers lays the foundation of a profitable, reputable, and well-loved brand.

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8 Strategies Critical to Improving Employee Experience

By: Special Guest    6/16/2021

Organizations increasingly understand the importance of improving employee experience, but the need for supporting a homebound workforce increased the…

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Emplifi Adds Messenger API for Instagram

By: Stefania Viscusi    6/11/2021

Social media customer service has become an increasingly important channel for businesses to focus on. Today's customers not only want instant access …

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DCM Supports Canadian Financial Institutions with Management Platform

By: Luke Bellos    6/11/2021

DCM will be partnering with Canada's top financial institutions to deliver communications solutions for improving customer experiences.

Read More Helps Customer-Face Companies Bridge the Digital Divide

By: Tracey E. Schelmetic    6/10/2021

Though digitization and internet technologies have brought humans closer to machines, the need to bridge the communication barrier between them will s…

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Cabify Selects Talkdesk to Automate Contact Center

By: Stefania Viscusi    6/4/2021

The proliferation of mobile devices and advanced installation of networks has increased mobile app users across the globe. Cabify, a mobility company …

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Advancement of Customer Service In Online Betting With The Help of Technology

By: Special Guest    6/4/2021

Your customers are your top priority as an individual who is trying to grow their betting company. A positive flow in your company would be dictated b…

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Cision Completes Acquisition of Social Listening Company Brandwatch

By: Tracey E. Schelmetic    6/3/2021

"Social listening" may sound like an old concept, but in today's customer environment, it's a high-tech process driven by artificial intelligence. Soc…

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Zappix Unveils 'Agent Assist' for Simplified Customer Service

By: Luke Bellos    6/2/2021

In an effort to dramatically reduce call times and speed up customer interactions, Zappix has created "Agent Assist" to automate standard customer inq…

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Scorebuddy Quality Assurance Platform Provider Acquires CxMoments Text Analytics Solution

By: Tracey E. Schelmetic    5/21/2021

Last week, Dublin, Ireland-based Scorebuddy announced that it has acquired CxMoments, a fully integrated text analytics solution that uses artificial …

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Aceyus VUE Cloud Platform Makes Way to Amazon Marketplace

By: Luke Bellos    5/21/2021

Aceyus has revealed the company's VUE Cloud platform is now available for purchase in the AWS marketplace.

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Talkdesk Study Finds Majority of CX Professionals Feel AI Future of Contact Centers

By: Luke Bellos    5/21/2021

Talkdesk announced the findings of its latest report, The Future of AI in the Contact Center, which covers the increasing importance of artificial int…

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Dickies Launches AI-Powered Program for Personalized Online Fittings

By: Laura Stotler    5/14/2021

Retailer Dickies has announced an AI-powered pilot program to provide its customers with personalized online fittings. Customers shopping at Dickies o…

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IntelePeer Awarded a 2021 CRM Excellence Award

By: CustomerZone360 News    5/14/2021

IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced today that TMC, a global, integrated media company, has named I…

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WorkWave Purchases Call Center Software Provider Slingshot

By: Luke Bellos    5/14/2021

Workwave has announced the acquisition of Slingshot, providing customers with new resources to improve customer service quality and business operation…

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Importance of Delivering Omnichannel Customer Experience

By: Special Guest    5/13/2021

Switching between various devices on a daily basis is a norm for 98% of the US shoppers, so businesses that strive to fully satisfy the customers' exp…

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GNC Adopts Verint Experience Management for Omnichannel Customer Experience Strategy

By: Tracey E. Schelmetic    5/10/2021

Customer experience management is a concept many companies struggle with today. While they know what the framework should look like, putting it into p…

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Clarabridge Intros AI-Augmented Quality Management Solution

By: Stefania Viscusi    5/7/2021

Over the last year, the shift to remote work and online services has changed the landscape drastically for all. On the business side, contact centers …

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Securing Retail and POS Endpoints Efficiently

By: Matthew Vulpis    5/7/2021

With physical retail re-opening, large retailers with hundreds or thousands of locations are rethinking their security strategies, especially when it …

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Can You Improve Cold Calling in 2021?

By: Special Guest    5/5/2021

Here's a problem: cold calling is a tough business. The real reason some contact centers are more successful than others is not just because they have…

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TruConnect Discovers Cost Reductions Thanks to Five9 Solutions

By: Luke Bellos    5/5/2021

Solutions by cloud contact center provider Five9 reportedly helped TruConnect lower call times and operating costs in only 3 months.

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AvalonBay Boosts Payment Infrastructure with Help from PCI Pal

By: Luke Bellos    5/4/2021

AvalonBay has sought the services of PCI Pal to bring added security and call center features to the company's nationwide workforce.

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Levi Strauss Uses Google Business Messages to Improve Customer Experience

By: Laura Stotler    4/30/2021

Denim company Levi Strauss & Co. is using Google Business Messages to enhance its customer experience and engagement strategy. The company partnered w…

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Tesla Apologizes for Arrogant Customer Service Response to Shanghai Incident

By: Laura Stotler    4/30/2021

Tesla has come under fire in China for its alleged arrogant customer service response to an accident involving one of its vehicles. The automaker has …

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CUSTOMER Magazine Announces Winners of the 2021 CRM Excellence Awards

By: CustomerZone360 News    4/30/2021

TMC announced the winners of its 22nd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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Salesforce Focusing on Customer Service from Anywhere

By: Stefania Viscusi    4/29/2021

As the nation begins to re-open and adjust to post pandemic realities, business leaders are realizing that many of the digital technologies implemente…

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Contact Center 2.0: A Better Normal

By: Special Guest    4/29/2021

Is it safe to go back to the office now? Should we go back? Do we need to? There are no definitive answers to these questions, but they are top of min…

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Adding video to your digital customer engagements

By: CustomerZone360 Staff    4/29/2021

Leading brands are adding real-time video to digital customer engagements as a way to improve customer service and sales effectiveness. Forrester advi…

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How Verizon Was Able to Navigate the Transition to Remote Working While Maintaining a Top-Notch Customer Experience

By: Luke Bellos    4/23/2021

Learn how Verizon navigated the COVID-19 pandemic to successfully and rapidly transition to a fully remote contact center environment.

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Talkdesk and Microsoft Continue Alliance for Delivery of Improved Personalization

By: Luke Bellos    4/23/2021

Talkdesk and Microsoft will be continuing their strategic partnership to offer customers and call center agents more personalized experiences.

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Speech Technologies and the Impact on CX

By: Erik Linask    4/23/2021

How can contact centers leverage speech technologies to improve customer experience and agent performance?

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The Evolution and Acceptance of Speech Technologies

By: Erik Linask    4/23/2021

IVR has been an unpleasant experience for many, but speech technologies are changing the entire IVR and self-service customer experience and driving c…

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Authority Software Releases New Workforce Management Solution

By: Stefania Viscusi    4/23/2021

Workforce management solutions play an important role in the day to day operations of a call center. They also help to support the long term goals of …

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NICE Ranked as WFM Market Share Leader in DMG Consulting Report

By: Tracey E. Schelmetic    4/21/2021

If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. …

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New 311 Line Hopes to Improve Customer Service in Santa Monica

By: Luke Bellos    4/20/2021

In an effort to provide more availability for non-emergency services, the city of Santa Monica has introduced a 311 service line for citizens.

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DMI Joins with Atento & NTT Data to Power Maryland COVID-19 Vaccination Support Center

By: Stefania Viscusi    4/16/2021

In Maryland, digital transformation company DMI teamed with other tech providers - including Atento and NTT Data - to help power it's COVID-19 contact…

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How to Deliver Exceptional Customer Experience When Your Contact Center Agents Are Working Remotely

By: Luke Bellos    4/16/2021

What can business leaders do to ensure their remote contact center agents don't experience technology disruptions that could damage customer experienc…

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Sonae MC Turns to Talkdesk for Operational Upgrade

By: Luke Bellos    4/15/2021

Portuguese food retailer Sonae MC will be utilizing Talkdesk CX cloud to improve customer experience and modernize business operations.

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Phoenix Suns Utilize Verizon's BlueJeans for Digital Fan Engagement

By: Luke Bellos    4/15/2021

The Phoenix Suns will be using Verizon's BlueJeans video solutions to provide fans with new ways to interact with the team.

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Figuring out the Best Tools for Creating and Growing Your Online Presence

By: Mostafa Razzak    4/15/2021

An online presence is a must for today's businesses. With a few simple tips, your online business can shoot for the moon.

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Empower Your Staff to Handle Dissatisfied Customers on the Spot

By: Special Guest    4/13/2021

Customers are bound to become dissatisfied. It's a fact of doing business. No matter what business you're in, how exceptional your products and servic…

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David's Bridal Now Offers 24 Hour Customer Support with LivePerson Chatbots

By: Luke Bellos    4/9/2021

David's Bridal will now offer round the clock customer support using automated chatbots to improve customer experiences.

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HoduSoft Clinches the Prestigious 2021 CUSTOMER Magazine Product of the Year Award

By: CustomerZone360 News    4/8/2021

HoduSoft announced today that TMC, a global, integrated media company, has named HoduCC as a 2021 CUSTOMER Product of the Year Award winner.

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Alorica Solutions Help MLB Win Two Stevie Awards

By: Luke Bellos    4/6/2021

The MLB has earned two Stevie Awards thanks in part to its relationship with customer solution provider Alorica.

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Customers Offer Feedback on SpaceX's Starlink Customer Service

By: Laura Stotler    4/5/2021

Customers are offering feedback on Starlink, the new satellite internet service from Elon Musk's SpaceX. While there have been some technical glitches…

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Parlance Receives 2021 CUSTOMER Magazine Voice Technology Excellence Award

By: CustomerZone360 News    3/31/2021

Parlance announced today that TMC, a global, integrated media company, has named Parlance Service as a 2021 CUSTOMER magazine Voice Technology Excelle…

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Hospitality Industry Struggles with Risks to Customer Data

By: Luke Bellos    3/31/2021

Hotel workers working remotely may be putting the industry at risk, due to minimal oversight and lack of technical security.

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