CUSTOMER NEWS
Hootsuite Announces Enhanced Inbox to Help Brands Address Social Media Private Messaging
Hootsuite has developed an Enhanced Inbox resource to enable timeless and seamless social inquiry management.
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Study Finds Customers are Wary of Bias and "Hallucinations" in AI
Generative AI's propensity to occasionally deliver inaccurate or nonsensical information -- a phenomenon known as a hallucination -- has the potential…
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UJET Furthers Integration with Microsoft Teams for Better First-Call Resolution
Contact center platform company UJET recently announced its latest contact center integration with Microsoft Teams so first-contact customer interacti…
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Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution
Customer messaging platform company Quiq recently announced the release of Conversational Customer Experience (CCX), its next generation of conversati…
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Five9's Bracket Challenge Highlights Shifting Contact Center Priorities
Businesses in general are placing higher value on employee experience, which is also translating into a focus on contact center agent experience.
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RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences
Customer engagement platform Twilio Inc. recently announced that Camping World is successfully reaching customers using tools from across Twilio's Cus…
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Vonage Partners with WhatsApp for Payments in Singapore
Cloud communications company Vonage recently announced a partnership with Meta's WhatsApp as a Business Solution Provider to launch payments on the me…
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Pegasystems Rides the Generative AI Wave
Pegasystems, the low-code platform provider, has announced Pega GenAI, a range of twenty new generative AI-powered boosters to be integrated into Pega…
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Yellow.ai Launches YellowG Platform to Propel Enterprise Conversations
Yellow.ai has launched its new YellowG enterprise solution for improving customers' and employees' experiences via automated workflows.
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The Marketing Conundrum: Budget Constraints and the Rise of Generative AI
The rise of innovative marketing tools and technologies, particularly generative AI, might provide a cost-effective solution for marketers struggling …
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Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets
Precisely announced the launch of its EngageOne RapidCX, which it's calling an "innovation in customer communications management," or CCM.
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Xoxoday and Workato: A Partnership to Transform Rewards and Recognition Programs
Xoxoday and Workato recently partnered to transform how organizations' rewards and recognitions programs operate for the betterment of customers and e…
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Smart Marketing, with ChatGPT: Utilizing GPT-4's New Web Browsing Feature
OpenAI has moved into an early access public testing phase for its ChatGPT web browsing feature.
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CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities
SaaS-based autonomous customer communications platform provider CommBox recently announced the first in a series of artificial intelligence (AI)-drive…
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Five9 Partners with German Managed Services Provider WTG
Cloud call center solutions provider Five9 recently announced a partnership with German managed services provider WTG.
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Building Loyalty through Superior CX: A Look at 8x8's XCaaS Enhancements
With customer loyalty at an all-time low, 8x8 has announced enhancements to its XCaaS platform to help businesses drive better CX and improve retentio…
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SharpenCX Acquires Omnichannel Messaging Solution Webtext
SharpenCX announced it has completed the acquisition of Galway, Ireland-based Webtext, an omnichannel messaging solution.
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Boost.ai's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience
Boost.ai has introduced Version 12 of its platform, the first of a series of planned updates by the company to incorporate LLM-enriched features.
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Digital Marketers Miss Out on Revenue Opportunities Without AI
Without added insights from AI, digital marketers were unable to consistently identify the highest performing message, according to a Persado study.
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From Failing to Fabulous: Establishing A High-Performance Contact Center Culture in Today's Turbulent Climate
The COVID-19 pandemic accelerated digital transformation in healthcare that drove more intelligent and automated omnichannel contact center strategies…
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Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI
A new Gartner poll found that 45 percent of respondents reported that the publicity of ChatGPT has prompted them to increase AI investments.
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AI Is Driving Greater Accuracy in Advanced Speech Recognition
A new report from 3Play Media, a media accessibility company, found that the accuracy of ASR technology has improved measurably since the company's la…
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CSG's State of the Customer Experience Highlights a Path to a Better CX
Revenue management and payments solutions company CSG released a report titled, "The State of the Customer Experience 2023 Report."
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StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform
Marketing automation platform solutions provider StructuredWeb announced the launch of ChannelGPT.
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BT and Five9 Offer Future-Proof Route to Cloud Contact Centers
BT and Five9 announced the expansion of their partnership to enhance the choice of contact center services and solutions offered to organizations worl…
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Shake Shack Solidifies Brand Strength with Qualtrics XM
Shake Shack chose Qualtrics XM for Customer Frontlines and BrandXM to quantitatively evaluate its brand strength against competitors, identify areas o…
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CUSTOMER Magazine Announces Winners of the 2023 CRM Excellence Award
TMC announced the winners of their 24th Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform
Bright Pattern announced the launch of what it's calling "the world's first omni-enterprise contact center platform."
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Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center
Cloud communications and collaboration solutions company Intermedia Cloud Communications recently introduced its new Intermedia Artificial Intelligenc…
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With New Era of Customer Experience, Airship Makes Innovations to App Experience Platform
Airship made major innovations to its App Experience Platform, including the App Experience Editor, Airship Journeys, Airship Mail and Airship Coupons…
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More Than Half of Executives Seek to Protect Customer Care from Cost-Cutting
Research by Information Services Group (ISG) found that a majority of executives worldwide consider customer experience a top strategic priority that …
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With the Integration of Zendesk Support, AgentAssist from Kore.ai Elevates Contact Center Efficiency
Enterprise conversational AI platform and solutions provider Kore.ai recently announced the integration of its conversational AgentAssist with Zendesk…
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Twilio Flex: Refining Digital Engagement and Contact Center Value
Twilio has launched its Twilio Flex platform for improved customer-facing interactions, as well as internal data-driven operations that make engagemen…
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CallMiner Adds Integration with Zoom for Better Analysis of Videoconference Intelligence
Conversation intelligence company CallMiner announced a new integration with Zoom Meetings.
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Startek's Zenarate Integration Bridges the CX Gap with AI-powered Coaching
Startek, a customer experience solutions provider, integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop …
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Harness the Power of AI-Generated Images: The Ultimate Marketing Solution
AI-generated images are customizable, cost-effective, and hyper-targeted, making them a must-have tool in your marketing arsenal.
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Clickatell Launches Chat Commerce Platform as a Service Product
Mobile messaging and chat company Clickatell announced the launch of its new Chat Commerce Platform as a Service (CCPaaS) product.
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In a New IVR Strategy, Give Customers What They Want
Info-Tech noted that its research highlights the increasing demand for effective IVR in contact centers as customer satisfaction becomes a top priorit…
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Carbyne Integrates Audio Translation to APEX Platform to Save Time and Save Lives
Carbyne announced that it has integrated live audio language translation into its APEX emergency call-taking platform.
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Verint and Google Cloud Collaborate to Close Engagement Capacity Gap
Verint expanded more on its customer engagement expertise by improving contact center performance in a new partnership with Google Cloud.
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A Story of Creative Automation: Storyteq Launches its Brand Portals Platform
Storyteq is delivering, on average, 50% time-savings per campaign for global brands (like BMW, Kia, KFC, Heineken, and L'Oreal) that take advantage of…
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Sangoma Enhances Customer Engagement with New CX Platform Features
Sangoma announced new omnichannel features to the Sangoma Contact Center, which is now known as the Sangoma CX platform.
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Future-Proof Customer Experience with New Insider Features
Insider launched 20 new features to help businesses future-proof their customer experience and propel revenue from one centralized platform.
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Revamping Loyalty Programs: The Key to Fan Engagement in Sports Entertainment
A recent study by global IT research and advisory firm Info-Tech Research Group sheds light on how sports organizations can design and implement a suc…
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4 Ways to Fund Your Tech Startup
Finding the right funding option when launching your tech startup can be challenging. Picking the most suitable financing alternative increases your p…
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Spearline Acquisition Solidifies Position of Cyara's Customer Experience Assurance Platform
Cyara expanded its global in-country dialing and WebRTC testing and monitoring capabilities with the acquisition of Spearline.
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Native AI Raises $3.5 Million in Funding for Its Generative AI Consumer Research Solution
Native AI announced that it has raised $3.5 million in seed funding to enable brands to measurably improve products, customer experience, marketing an…
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The Power of AI-Driven Customer Recommendations in Driving Loyalty and Repeat Buying
A recent survey sponsored by DataStax underscores the effectiveness of relevant product and service recommendations to customers. The research, conduc…
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Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution
Workforce management company Calabrio recently announced the integration of its Calabrio ONE contact center workforce solution with advanced artificia…
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Improve Customer Experiences and Agent Journeys with New Offering from LiveVox and CGI
LiveVox, after entering a new partnership with CGI, recently announced a performance-centric contact center solution: CACS X.
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