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CUSTOMER NEWS

Zendesk Announces New Solutions for Call Center Triage

By: Tracey E. Schelmetic    9/19/2022

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

By: Special Guest    9/16/2022

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

By: Greg Tavarez    9/15/2022

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

By: Greg Tavarez    9/15/2022

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

By: Tracey E. Schelmetic    9/12/2022

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

By: Contributing Writer    9/12/2022

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

By: Contributing Writer    9/12/2022

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

By: Tracey E. Schelmetic    9/9/2022

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

By: Greg Tavarez    9/6/2022

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

By: Contributing Writer    8/31/2022

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

By: Tracey E. Schelmetic    8/31/2022

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

By: Tracey E. Schelmetic    8/26/2022

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

By: Contributing Writer    8/26/2022

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

By: Greg Tavarez    8/26/2022

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

By: Greg Tavarez    8/24/2022

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?

By: Contributing Writer    8/22/2022

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

By: Tracey E. Schelmetic    8/19/2022

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

By: Tracey E. Schelmetic    8/18/2022

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

By: Tracey E. Schelmetic    8/16/2022

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

By: Contributing Writer    8/15/2022

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

By: Tracey E. Schelmetic    8/12/2022

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

By: Greg Tavarez    8/12/2022

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

By: Tracey E. Schelmetic    8/11/2022

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

By: Tracey E. Schelmetic    8/5/2022

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

By: Tracey E. Schelmetic    8/5/2022

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

By: Greg Tavarez    8/2/2022

Preferred Risk Insurance enabled its employees and clients to stay better connected and productive with RingCentral

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Latest Tech Being Used to Boost Customer Service

By: Contributing Writer    8/2/2022

All successful businesses know that the customer is king, and customers today are more demanding than ever before. All customers want their issues att…

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Business Success and the Undeniable Impact of Customer Service

By: Contributing Writer    8/2/2022

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…

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How To Grow A Home-Based Business

By: Contributing Writer    8/2/2022

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…

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Workforce Management Company Observe.AI Adds Certifications for Customer Data Security

By: Tracey E. Schelmetic    8/1/2022

Observe.AI announced it has expanded its compliance certifications to include SOC 2 Type II and PCI DSS Level 1.

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Study Finds Omnichannel Grocery Shoppers Spend More

By: Tracey E. Schelmetic    7/28/2022

Symphony RetailAI announced the findings of an analysis of nearly 600 million shopper transactions to determine the impact of today's omni-channel gro…

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BirchAI's Call Center Automation Solution Accelerates Through Verint

By: Greg Tavarez    7/27/2022

Customer support platform BirchAI joined Verint to provide an after-call work solution that automates documentation and call classification.

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Errors in Personalization: 70 Percent of Customers Receive Mistargeted Information

By: Tracey E. Schelmetic    7/25/2022

A study recently commissioned by Redpoint Global found that a majority of customers regularly receive mistargeted information from brands attempting t…

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Jenne CBS Expands Contact Center Portfolio with Playvox

By: Greg Tavarez    7/22/2022

Jenne Cloud Services Brokerage partnered with Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions.

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Study Finds Retailers Worry About Inadequate Call Center Staff for 2022 Holidays

By: Tracey E. Schelmetic    7/21/2022

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…

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Laivly Modernizes Call Centers with New AI Platform

By: Stefania Viscusi    7/21/2022

Laivly launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity.

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Voice Bot and the real-time customer experience: a successful case study

By: Contributing Writer    7/19/2022

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…

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Banking on Better Experiences as Financial Institutions Adopt RPA

By: Matthew Vulpis    7/19/2022

Banking enterprises are realizing the benefits of automation, and are increasingly finding their answers in Robotic Process Automation (RPA).

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Buying Experience Enhanced as Jenne Adds Invoca's Conversation Intelligence

By: Greg Tavarez    7/18/2022

Jenne Inc.'s Jenne Cloud Services Brokerage partnered with Invoca to help enhance the buying experience and increase revenue.

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Rent-A-Center Using Video to Boost Customer Experiences

By: Stefania Viscusi    7/15/2022

Rent-A-Center is boosting customer experiences with the use of video technology. The company is using SundaySky, a SaaS video platform so it can impro…

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Verint Recognized for Customers' Product Experience

By: Greg Tavarez    7/13/2022

Verint, a customer engagement company, was recognized in Ventana Research's Agent Management Value Index 2022.

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Online Payment Fraud to Reach New Levels

By: Greg Tavarez    7/12/2022

Cumulative merchant losses to online payment fraud globally are expected to exceed $343 billion between 2023-27.

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Chatbots Improve NiSource Customer Experience

By: Greg Tavarez    7/11/2022

NiSource Inc. announced the launch of chatbots and live chat technologies by its operating companies.

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The Importance of Reputation in Online Businesses

By: Contributing Writer    7/11/2022

Nowadays, it is impossible to run any business and not have an internet presence. Going by the latest stats, around five billion people surf the World…

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You Should Know 5 Things About Hiring a Law Firm SEO

By: Contributing Writer    7/11/2022

When you search for a specific topic online, you're likely to find articles containing links to other websites. These are known as "searchable tags" o…

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Marketing Technology Will Improve the Customer Experience

By: Tracey E. Schelmetic    7/8/2022

Increasingly, call centers are using marketing-based technology to broaden their reach and better target their prospects and customers with purchasing…

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NICE Actimize Named a Leader in Anti-Money Laundering Technology

By: Tracey E. Schelmetic    7/7/2022

NICE Actimize places an understanding of the customer and their associated risk at the heart of its investments in providing industry-leading anti-mon…

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Evolve IP and Anywhere365 Partner to Virtualize the Role of Receptionist

By: Tracey E. Schelmetic    7/6/2022

In today's digital world, a reception is still an important asset, but can be located anywhere in the world, and the role can be filled by any call ce…

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Chatbot Testing Valuable Across All Industries

By: Greg Tavarez    7/5/2022

Chatbots need training to better understand customer intent if they are to be valuable.

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UJET Solution Earns Customer Satisfaction Ratings Win

By: Greg Tavarez    7/1/2022

G2 recognized UJET's solution for user satisfaction and other notable accolades.

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