CUSTOMER NEWS
Verint's IVA Solution Helps Travel Company Achieve Self-Service Containment of 95%
A leading U.S. travel company recently announced that it has been using Verint bots to achieve successful self-service containment of 95% of their cus…
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GOCare and LiveOak Fiber Partner for Digital Customer Engagement
SaaS digital experience solutions provider GOCare recently announced a partnership with LiveOak Fiber.
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Forrester's CX Index Finds Declining Customer Experiences
According to Forrester's US Customer Experience Index (CX Index) rankings, customer experience (CX) quality among brands in the U.S. sits at an all-ti…
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Brandwatch Adds Case Management Feature to its Social Media Suite
Social media intelligence company Brandwatch has announced a new Case Management feature within its social media suite.
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Genesys and Lighthouse Works Partner on Contact Center Solution for the Visually Impaired
Customer experience (CX) solutions provider Genesys recently partnered with business process outsourcing company (BPO) Lighthouse Works to help increa…
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Contentsquare Launches New Customer Experience Intelligence Platform
Contentsquare recently announced its new Experience Intelligence platform, which connects four analytics domains that are typically siloed.
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Convoso Prioritizes Product Innovation with Team Reshuffle
Convoso announced it made some changes to further energize and focus the core driver of the company, product innovation and development.
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How is AI Changing Call Center Services?
Call centers have historically been innovation hubs, using advanced audio equipment and tailored software solutions to enhance operational efficiency …
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Flowcode Reimagines Product to Help Companies Connect Offline and Online Experiences
Marketing technology platform provider Flowcode recently released a reimagined product designed for marketing and analytics teams at Fortune 1000 comp…
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Convoso's CallCatalyst Optimizes Manual Dialing
Convoso's CallCatalyst offers a way to achieve efficient dialing via manual human intervention.
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Big Data Analytics Use Cases in Financial Services: Features Toolkits and Skillsets
Big data analytics has changed banking. It gives banks the tools to understand customers, manage risk, and improve efficiency. Data volumes continue t…
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CUSTOMER Magazine Announces Winners of the 2024 Contact Center Technology Award
Contact Center Technology Award winners have been chosen on the basis of their product or service's ability to help enterprise and outsourced contact …
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Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark
AI-based contact center solutions provider Talkdesk recently announced its latest Talkdesk Global Contact Center Key Performance Indicator (KPI) Bench…
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Verint Announces Adoption of Coaching Bots by Multinational Bank
Customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its conta…
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Zoho's New Product Aims to 'Democratize' CRM for Everyone
CRM solutions provider Zoho Corporation recently announced the preview of its Zoho CRM for Everyone product, a new set of capabilities aimed at democr…
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Readymode iQ Tackles Modern Call Center Challenges
Predictive dialing solutions provider Readymode recently announced the release of Readymode iQ, its enhanced call center platform that features new di…
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Five9 and Salesforce Extend Relationship for AI Customer Experience Solution
CX solutions provider Five9 recently announced a new development in its 15-year collaboration with Salesforce that will deliver additional AI-powered …
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Verint Announces Top Five Bank Customer for its Open Platform
Customer experience (CX) automation solutions provider Verint has announced that a top five U.S. bank has chosen the Verint Open Platform to increase …
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Marchex Announces New Engagement with Luxury Auto Brand
AI conversational intelligence company Marchex has announced a multi-year engagement with a major international luxury automotive brand customer.
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Ada Announces New Capabilities for Upskilling its AI Agent
AI-native customer service automation company Ada recently announced a series of management and coaching capabilities that upskill its AI Agent and he…
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Abstrakt Partners with Intelligent Contacts for Collections Solution
Real-time call guidance and automated QA software solutions provider Abstrakt Corp. announced that the company now integrates with cloud contact cente…
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Affinity Plus Credit Union Adopts NovelVox Contact Center Solution
To improve its capabilities in overall handling time and customer satisfaction, Affinity Plus, a not-for-profit cooperative financial institution base…
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Launchware Announces Two New Virtual Agent Solutions
AI-powered customer service solutions Launchware recently announced the launch of two new solutions, AI Phone Agents and Dispatch AI.
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Teams Gets a Customer Service Upgrade: Intermedia Contact Center Achieves Certification
Intermedia announced that its Intermedia Contact Center achieved certification for Microsoft Teams.
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Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay
Alorica opened its newest contact center in Ciudad del Este, Paraguay, to support the double-digit growth the organization has been achieving year ove…
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New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots
New research from Genesys aimed to determine if preferences about AI varied depending on age of the user.
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Onvego Launches AI-Based Smart Receptionist for Call Handling
Conversational voice AI company Onvego recently announced plans to advance the business telephony sector with its Smart Receptionist. This AI-based ca…
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Avaya and LivePerson Partner for 'Innovation Without Disruption'
Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that…
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Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud
Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside …
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Avaya Announces Enhancements to Avaya Experience Platform
Customer experience solutions provider Avaya recently unveiled a series of important enhancements to its Avaya Experience Platform.
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Calabrio and Avaya Expand Integration with WFM for the AXP Public Cloud
Workforce management solutions provider Calabrio announced integration with another solution from communications solutions provider Avaya.
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Sanas Granted Patent for Real-Time AI Accent Conversion Technology
Speech understanding AI technology solutions provider Sanas has announced a significant milestone with the issuance of a broad patent for its Real-Tim…
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Sprinklr Surveys Mark the Company's Entry into Customer Feedback Management
Unified CX management platform provider Sprinklr recently announced the launch of Sprinklr Surveys. Built on Sprinklr's Unified-CXM platform, Sprinklr…
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Marchex Announces Sentiment Suite to Analyze Customer Emotion
AI-powered customer interaction solutions provider Marchex recently announced the launch of its Sentiment Suite product offering across multiple appli…
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Avaya's Acquisition of Edify Brings AI-Powered Workflows to Customer Experience
The move to acquire Edify strengthens Avaya's Experience Platform, or AXP, with AI-powered customer journey orchestration and workflow tools.
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CallRail Announces New AI-Driven Multi-Conversation Insight Capabilities
AI-powered lead intelligence platform provider CallRail has announced new AI-driven multi-conversation insight capabilities.
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Cultivating Brand Identity and Consumer Loyalty at Hawkers
Establishing a distinct brand identity and fostering consumer loyalty are pivotal for enduring success in any sector, and the fashion space is no exce…
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AI-Connect by Phone.com: A Leap Forward in AI-Assisted Customer Interactions
The introduction of AI-Connect marks a significant milestone for Phone.com.
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Calabrio Announces Insights BI Solution Embedded in Calabrio ONE WFM Platform
Workforce management solutions provider Calabrio announced it has embedded a business intelligence (BI) solution called Insights in its Calabrio ONE p…
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ServiceNow and Genesys Partner for Customer and Employee Experience Solution
AI business transformation solutions provider ServiceNow and AI experience orchestration company Genesys recently announced a strategic partnership to…
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Why Poor Customer Service is Your Fault and How You Can Fix It
Business owners rarely set out to hire poor-performing employees. They want workers who can do their jobs to a high standard and keep their customers …
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CUSTOMER Magazine Announces Winners of the 2024 CRM Excellence Award
The 2024 CRM Excellence Award-winning companies have been chosen on the basis of their product or service's ability to expand the customer relationshi…
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New Report Provides Blueprint for Implementing AI in Marketing
Info-Tech Research Group recently published its latest blueprint entitled "Capitalizing on AI." The research is intended to guide marketers through th…
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TTEC Holdings and Bright Software Partner for AI-Powered Agent Learning
Business process outsourcing (BPO) and customer experience (CX) solutions company TTEC Holdings, Inc. and learning and simulation solutions provider B…
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8x8 Announces Enhancements for Cross-Organization Customer and Employee Engagement
Communications solutions provider 8x8 has announced enhancements to its integrated cloud contact center and unified communications platform.
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3CLogic to Provide Large Insurance Company with ServiceNow Cloud Contact Center
Conversational AI and ServiceNow's contact center solutions provider 3CLogic has announced its selection by a global insurance provider to replace its…
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Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities
AI customer experience company Genesys recently announced that Swisscom AG, a major telecommunications provider in Switzerland, has accelerated its dr…
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German AI Customer Support Provider Parloa Announces Funding Round
AI-powered automation and customer support solutions provider Parloa has announced that it has raised $66 million in Series B funding led by Altimeter…
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AI Call Center Company Talkdesk Announces Appointment of New CTO
AI-powered contact center solutions provider Talkdesk recently announced a new hire: Munil Shah has been appointed the company's new chief technology …
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LSU Athletics Deploys Sprinklr Insights to Capture Fans on Social Media
Unified CX intelligence management platform provider Sprinklr Insights recently announced that the athletics program of Louisiana State University (LS…
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