CUSTOMER NEWS
Future of CX Speaker Talks About Real-Time Solutions for Customer Satisfaction
Solutions like Jabra's Engage AI are designed to enhance real-time customer interactions.
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Enhancing Customer Experience through Secure Remote Solutions
Delivering exceptional customer service has become a cornerstone of successful businesses across various sectors. Today, clients expect quick, efficie…
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4 Tech-Driven Ways to Elevate Your Cleaning Business's Customer Service
Running a cleaning business doesn't always guarantee constant prosperity. You may be getting clients every so often, but it pays to know you're not th…
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NICE Inform Elite Chosen to Modernize 911 Operations for San Francisco DEM
San Francisco chose NICE Inform Elite, one of the solutions in NICE's Evidencentral platform, to boost services for residents, first responders and pa…
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New from Twilio: Linked Audiences in Twilio Segment for Amazon Redshift
Twilio recently announced the public beta availability of Linked Audiences in Twilio Segment for Amazon Redshift.
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Outbound Contact Centers are Under Pressure from Fraud and Spam
New research commissioned by Transaction Network Services (TNS) has found that contact center decision-makers are under extensive pressure to address …
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Smart Decisions in the New Year: Vivint Taps Salesforce's Agentforce
CRM solutions giant Salesforce recently announced that Vivint is leveraging Salesforce's Agentforce to augment its customer service teams and provide …
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Genesys Announces Significant Growth for its Genesys Cloud Platform
CX solutions provider Genesys announced that its Genesys Cloud platform reached nearly $1.8 billion annual recurring revenue (ARR) during the third qu…
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Sinch Makes Predictions about Customer Communication Trends for 2025
Digital customer communications cloud provider Sinch recently unveiled its top predictions for 2025.
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Integration Between Fullpath and CallRevue Improves Auto Dealerships' Customer Interactions
Automotive customer data platform (CDP) solutions provider Fullpath recently announced an integration with partner company CallRevu, an esteemed provi…
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JPMorgan Chase Announces New Virtual Call Center in Atlanta
JP Morgan Chase announced it is expanding its commitment to fostering sustainable, high-value careers in Georgia with the launch of a new virtual call…
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Wyze Labs Boosts its Customer Support Automation with LiveX AI
Smart home technology company Wyze Labs recently announced the successful results of its partnership with LiveX AI, an innovator in advanced multimoda…
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Diabolocom Chooses Ribbon Communications' DCI Solution
Networking solutions provider Ribbon Communications Inc. recently announced that Diabolocom has chosen Ribbon's high-density Data Center Interconnect …
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Significant Gaps Found in Contact Centers' WEM Strategies
This article takes a look at Frost & Sullivan's 2024 WEM Customer Perspectives global survey (conducted in collaboration with SuccessKPI), which surve…
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Conversation Intelligence, Enhanced: Calabrio Announces Acquisition of Echo AI
Workforce management solutions provider Calabrio announced its acquisition of Echo AI, a generative AI-native conversation intelligence platform.
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Peer-to-Peer Lending Company Prosper has Chosen NICE for Modern CX Improvements
Contact center and quality monitoring solutions provider NICE recently announced that Prosper, a financial services company, chose NICE technology as …
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8x8 Partners with Descope for Drag-and-Drop Identity and Access Management
Contact center platform provider 8x8, Inc. recently announced a strategic partnership with Descope.
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The Adobe Experience Platform is Now Available on AWS, and Brands are Rejoicing
Adobe and Amazon Web Services (AWS) recently expanded their official partnership to make the Adobe Experience Platform (AEP) available on AWS, enablin…
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Five9 Announces Expansion of Microsoft Teams UC Integration
Five9 announced the latest release of its Microsoft Teams UC Integration with bi-directional presence to enhance agent-expert communication and accele…
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Alvaria CX Launches New Intelligence Platform for Contact Centers
Contact center infrastructure software company Alvaria CX recently announced the launch of the Alvaria Intelligence Platform (AIP).
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Verint Adds Real-Time CX/EX Scoring Bots to Verint Open Platform
CX automation company Verint recently announced the addition of a new CX/EX Scoring Bot running in its Verint Open Platform.
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How to Use Technology to Enhance Debt Collection Strategies
The impact of technology is now spreading far and wide into every industry. Today, the debt collection industry is making optimal use of available, re…
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Cognigy Signs on as a Platinum Sponsor for Future of CX Expo 2025, Part of the #TECHSUPERSHOW
2nd Annual Event to be part of the ITEXPO #TECHSUPERSHOW in Florida
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NICE CXone Powers AUSIEX's Journey to Customer Service Excellence
AUSIEX recently implemented the NICE CXone cloud-native contact center platform to enhance its operational capabilities and customer engagement strate…
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CUSTOMER Magazine Announces Recipients of the 2024 CX Innovation Award
The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over a…
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A Look at ServiceNow and Five9's AI-Powered Employee and Customer Experience Platform
ServiceNow and Five9 recently announced their expanded partnership, aimed at delivering a turnkey AI-powered solution for unified end-to-end employee …
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Five9 Launches New AI Agents, Enhances its Intelligent Virtual Agents Platform
Five9 recently announced the expansion of its Five9 Genius AI suite with the launch of Five9 AI Agents, the next generation of Five9's Intelligent Vir…
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The Key to Improving Customer Experience in the Digital Age
In today's hyper-connected digital world, customer experience has become the key to modern business success. In the same way that technology has trans…
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CommBox Secures $15M Investment, Enhances its Chatbot Platform
CommBox, provider of a new omnichannel, AI-powered customer experience platform, recently announced the completion of a $15 million growth investment …
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Data from Telesign Reveals the Toll of Fraud on Customer Sentiment
Customer identity and engagement solutions provider Telesign recently released new data from its 2024 Trust Index Report.
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ServiceTitan Chooses Ooma's 2600Hz, New UCaaS and CCaaS Solutions on the Horizon
VoIP solutions company Ooma, Inc. recently announced that ServiceTitan has used a technology base from Ooma's subsidiary, 2600Hz, to create a new UCaa…
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Windstream Enterprises Adds Talkdesk Express to its Expanding Solutions Portfolio
Windstream Enterprise recently announced that it added Talkdesk Express to its official CCaaS portfolio.
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Cognigy's Agentic AI: The Next-Gen Solution for Contact Centers
Cognigy launched Agentic AI (an addition to its proven Cognigy.AI platform) that is designed to redefine enterprise customer service.
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Talkdesk Adds Agentic AI Across Its AI Portfolio
AI-powered customer experience (CX) solutions provider Talkdesk, Inc. recently announced the integration of agentic AI across its entire AI platform, …
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New Survey Finds Customers Still Prefer Speaking with Human Agents
A recent survey sponsored by customer experience (CX) solutions provider Five9 found that 75% of customers indicated that they prefer talking to a rea…
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Alorica Sees Success in Determining Customer Intent with Google Cloud Integration
Customer experience (CX) solutions provider Alorica has revealed the initial outcomes from its collaboration with Google Cloud. The collaboration saw …
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iQor Adds AI-Simulated Training to Symphony Ecosystem
Customer engagement and BPO solutions provider iQor announced that it has added AI-simulated training to its platform.
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Teneo Introduces Agent Contact Center to Automate More Calls with GenAI
Voice AI and customer service automation solutions provider Teneo.ai recently announced the launch of its Agentless Contact Center, powered by generat…
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Regal Raises Funds to Advance High-Touch GenAI Agent Technology
NYC-based contact center software solutions provider Regal recently announced the completion of a $40 million funding round to accelerate the rollout …
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Kustomer Disrupts the Market with AI-Native Customer Service Solution
Kustomer, a provider of AI-powered customer service, recently launched a fully AI-native customer service solution that helps organizations deliver ne…
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Time to Rethink AI's Role in Contact Centers
A research report by Intradiem found that consumers' top desires when calling into a contact center include reaching a human first, not a call bot.
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Wildfire's Loyalty Platform Gets a $16M Boost
Wildfire's recent infusion of capital will address a common challenge faced by many of its clients: the need to foster customer loyalty.
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80% of Government Services Ready for Online Shift
PayIt recently offered insights into how agencies can achieve a high adoption rate when it comes to digital channels.
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Jabra Signs on as a Platinum Sponsor for Future of CX Expo 2025, Part of the #TECHSUPERSHOW
TMC today announced that Jabra has signed on as a Platinum Sponsor for Future of CX Expo, the latest addition to the fast-growing ITEXPO #TECHSUPERSHO…
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Recipients of the 2024 CUSTOMER Contact Center as a Service (CCaaS) Product of the Year Award Announced
The award celebrates those who have revolutionized customer service and empowered organizations to deliver seamless, personalized, and exceptional CX …
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Top Five Access Control Systems for 2024 - Which One Is Right for You?
In today's world, securing your business is a top priority. With the rise of advanced technology, access control systems have become essential for kee…
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AI-Powered Solutions: Cisco's Answer to Contact Center Challenges
Cisco recently introduced new AI tools (including Webex AI Agent, AI Agent Studio and Cisco AI Assistant features) for its Webex Contact Center.
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Five9 Announces New Data Centers in India, Achieves UL VNO Licensing
Customer experience (CX) solutions provider Five9 recently announced the expanded availability of its solutions in India with the addition of two new …
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New Partners ibex and Parloa Team Up for Improved AI Customer Engagement
Business process outsourcing (BPO) company ibex, which offers an AI-powered customer engagement solution, recently announced its strategic partnership…
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RingQ Debuts Game-Changing Cloud-Based Contact Center Solution
RingQ recently announced the launch of its cloud-based call center solution that the company says will "revolutionize" customer engagement for busines…
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