CUSTOMER NEWS
ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center
The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.
Read MoreTMC Partners with Metrigy to Host Future of CX Expo 2024 Conference
From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…
Read MoreUK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone
Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…
Read MoreFreshdesk vs Zendesk: What Should You Know Before Investing in?
Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.
Read MoreVerint Expands Partnership with Zoom Via the ISV Exchange Program
Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…
Read MoreWhy a Company Invested in Diversity Leads to Employee Retention
Think about some of the best places you've ever worked. They were likely made up of a diverse mix of people from all races, belief systems and age gro…
Read MoreAMC Technology Releases DaVinci Integration for Microsoft Teams
Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…
Read MoreTMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award
The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…
Read MoreTMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service
The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …
Read MoreExploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 2023
Retail businesses and other vendors in 2023 need to develop an online presence. The trends show e-commerce is rising steeply, and by 2026, global onli…
Read MoreStudy Finds Data Quality at the Core of AI Automation Success
Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …
Read MoreVerint Launches New Specialized Bot to Protect Customer Data
Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…
Read MoreNew Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants
A new customer experience benchmark report commissioned by AI platform provider Kore.ai revealed a growing acceptance of AI-powered intelligent virtua…
Read MoreSupervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated
Supervisors of call center agents need to develop effective strategies for addressing these challenges as they are the ones who need to step forward t…
Read More8x8 Contact Center Expands to Offer Native Video Functionality
Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…
Read MoreHyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation
Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…
Read MoreAI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys
SQM Group Inc., maker of Customer Service QA Software, noted in a recent press release that surveys are crucial in helping businesses refine their cus…
Read MoreNovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop
NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…
Read MoreCall Center Solutions Broadens Prescence with Third Center
Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.
Read MoreSugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications
The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.
Read MoreAAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage
AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…
Read MoreAssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge
AssistGPT, embedded within the eGain Knowledge Hub and driven by generative AI technology, represents a comprehensive zero-code solution for Knowledge…
Read MoreDialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information
Dialpad announced the release of PII Redaction, an AI-powered tool designed to fortify privacy safeguards of personal identifiable information (PII) a…
Read MoreUnlock Customer Engagement Success with Convey's EPaaS
Convey's EPaaS boasts a comprehensive set of capabilities designed to elevate customer engagement and streamline digital interaction processes.
Read MoreNICE's Acquisition of LiveVox Sets New Standard in Proactive Outreach Through Conversational AI
Organizations have the opportunity to accelerate their CX operations into the digital era with smart conversational AI at scale with NICE acquiring Li…
Read MoreNew Solution by HGS Transforms Customer Interactions with AI
Agent X is engineered to streamline the workflow of call center agents while simultaneously elevating customer interactions.
Read MoreUserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding
UserEvidence, a Wyoming-based customer voice platform for business-to-business go-to-market (GTM) teams, debuted a new customer voice platform to turn…
Read MoreStudy Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization
To explore how CRM is changing to provide more customized interactions, CRM company SugarCRM recently surveyed more than 800 global business-to-busine…
Read MoreCustomers Believe Companies Are Making Them Work Too Hard
According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…
Read MoreBandwidth, Google and Cognigy Shake Up Contact Center AI
Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…
Read MoreAI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
Read MoreTraditional Call Quality Assurance Programs are Ineffective at Improving CSAT
Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…
Read MoreMore Enterprises Turn to CCaaS to Deliver Better Customer Interactions
Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…
Read MoreThe benefits of Salesforce phone system integration
Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…
Read MoreNow Available from Zoom: Workforce Engagement Management Suite for Contact Centers
Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…
Read MoreThe Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z
A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.
Read MoreModern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends
The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…
Read MoreCross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'
Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.
Read MoreBPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …
Read MoreITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users
Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.
Read MoreStudy Finds the Cost of Poor Customer Support Continues to Rise
A new study commissioned by generative AI customer service platform Airkit.ai found that customers' expectations continue to rise, and the costs for d…
Read MoreCustomer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm
The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…
Read MoreIntradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
Intradiem's AI model measures the data against expectations or past performance in real-time and designates each agent's burnout risk assessment on it…
Read MoreBoost Loyalty with Sinch MessageMedia's New SMS Service
SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from…
Read MoreAmarillo Chooses Dell Technologies' GenAI for Improved Community Service Accessibility
Amarillo, Texas, and Dell plan to create an online digital assistant that uses generative AI to provide residents with details on government and city …
Read MoreCUSTOMER Magazine Announces Recipients of the 2023 Customer Experience Innovation Awards
The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over a…
Read MoreBrevo Answers the Call for Frictionless Purchasing with Innovative CRM Solutions
Brevo, a provider of CRM solutions, meets the growing customer demand for frictionless purchasing experiences with new sales solutions.
Read MoreCallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
Call analytics company CallTrackingMetrics recently announced the launch of its new feature, ChatAI, the newest entry in CallTrackingMetrics' suite of…
Read MoreVerint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace
Verint announced it has earned co-sell ready status with Microsoft and that the Verint Open Contact Center as a Service (CCaaS) Platform will be comme…
Read MoreNew Study Measures Consumer Attitudes Toward AI in Customer Support
Digital River, an e-commerce solutions and services provider, recently released findings from a consumer survey aimed at helping brands navigate emerg…
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