CUSTOMER NEWS
Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality
A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…
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Unified Office Combines Sentiment Analysis with Real-Time Alerts
Unified Office combined its next-generation Sentiment Analysis tool with the Premium Notifications product to provide real-time emotion detection and …
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Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions
AI customer communications platform Iterable (together with Wakefield Research) recently released the results of new survey designed to reveal the way…
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Companies Must Consolidate Information for Effective Customer Interactions
Beth Schultz, vice president of research and principal analyst, Metrigy, led a panel discussion at Future of CX Expo, featuring Whitney Meer, applied …
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Tracking the ROI of AI: A Broad Future of CX Expo Conversation, part of the #TECHSUPERSHOW Experience
At this year's Future of CX Expo (taking place at the beautiful Broward County Convention Center in Fort Lauderdale, Florida), our team attended a sta…
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Invest in Agents to Improve Customer Experience
A panel discussion at Future of CX Expo 2024 looked at how successful companies are using the latest technologies, including AI and next-generation wo…
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Image-to-Text Conversion: A New Way to Access Information
Easy access to information is more important in this digital world. Information is all around us in a variety of formats, from handwritten notes and p…
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Exploring How AI Strategies Fit Into Marketing and Sales at Generative AI Expo 2024
This year's Generative AI Expo at the Broward County Convention Center in Fort Lauderdale, Florida is abuzz with all the latest talk regarding artific…
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Can Blockchain Be Used in Customer Service?
How can blockchain technology be harnessed by brands to offer improved levels of customer service? Read this guide to find out.
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Revolutionizing Energy Management: A New Era for Businesses and Customers
Today, energy management is a critical element of having sustainable business practices. Companies around the world are constantly looking for creativ…
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Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign
Frontier saved its customers a collective 50 years of time on the phone in 2023, or a total of 2 million calls.
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8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS
Cloud contact center solutions provider 8x8, Inc. recently announced beta availability of a new product line designed to enable organizations to deliv…
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MSP iQor Adds NICE CXone to Its Portfolio
Managed services provider iQor announced a recent addition to its portfolio: namely, the cloud-native customer experience platform NICE CXone.
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TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries
To help solve problems and allay various business concerns, customer experience solutions provider TELUS International has reported that it sees stron…
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Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing
Sales enablement tool and CRM solutions provider Pipeliner CRM recently announced that it has expanded its roster of free applications available to cu…
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Pictory Introduces Simple Script-to-Video Converter for Content Marketers
AI video creation platform company Pictory recently announced a new feature that will help users create short, animated videos with the help of artifi…
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IDC MarketScape Crowns Future of CX Expo Speaker Verint as Leader in 2 Reports
Verint was recently named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor A…
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ITEXPO Keynoter Avaya's AI Platform Earns Top Spot in Industry Report
Avaya was recognized as a Leader in The Aragon Research Globe for Intelligent Contact Centers 2024.
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Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare
Verint recently announced the booking of a contract valued at more than $49 million from a leading U.S. healthcare company (unnamed in the release) to…
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Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering
Jersey Mike's officially has a new employee: SoundHound AI's voice-ordering system, which takes customers' sandwich orders and both automates and opti…
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IntelePeer Aims to Help Build a Roadmap to Customer Service Automation
The IntelePeer study was undertaken to help businesses develop a roadmap for the implementation of AI and automation in their customer service environ…
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Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution
Nearshore business process outsourcing (BPO) company Invictus BPO recently announced the acquisition of hosted call center management platform, Kunnec…
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Hammer Announces Hammer Edge QA Addition to Cloud Platform
Contact center testing and CX assurance company Hammer this month launched its newest software solution: Hammer Edge.
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Vonage Study Highlights Customer Frustrations with Support Experiences
The research arm of cloud communications company Vonage recently released its "Global Customer Engagement Report 2024."
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Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers
Omnichannel contact center platform and UC provider Broadvoice, which offers managed service solutions to small and mid-market enterprises and BPOs, h…
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7 Types of Liability Small Businesses Should Be Aware of and How to Protect Themselves
Starting a business is an exciting venture, but it's crucial to understand the various types of liabilities that come along with it. Small business li…
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Birdseye Secures $3M to Personalize Shopping with AI-Powered Customer Targeting
Birdseye secured $3 million in seed funding from Drive Capital to change how brands and retailers target customers with personalized shopping experien…
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Futureproof Your CX Strategy at Future of CX Expo 2024
Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, will bring together CX practitioners and technology innovators to h…
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NICE Announces the Closing of LiveVox Acquisition
Contact center company NICE has announced the completion of its acquisition of LiveVox.
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Talkdesk Debuts Support Solution Designed for Higher Education
Contact center solutions provider Talkdesk recently announced a new industry-specific packaged solution: Talkdesk Education Smart Service.
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MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs
Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI…
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What Are the Essential Elements to Include in Your Business Contract?
A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …
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What Are the Essential Elements to Include in Your Business Contract?________________________________________
A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …
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Genesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences
Genesys recently announced that its Genesys Cloud platform achieved authorization under the State Risk and Authorization Management Program, or StateR…
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Future of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release
NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.
Read MoreRecipients of the 2023 CUSTOMER Contact Center Analytics Product of the Year Award Announced
The Contact Center Analytics Products of the Year Award recognizes vendors that effectively demonstrated that their solution empowers businesses to ha…
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MSP NUSO Acquires Italian SaaS Company Mida Solutions
Missouri-based proprietary cloud communications service provider NUSO recently announced the acquisition of Italian-based Mida Solutions S.r.l., a sof…
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AI in Retail: How Is Artificial Intelligence Changing the Retail Industry?
Artificial intelligence is slowly revolutionizing most industries - according to the IBM Global AI Adoption Index, AI is now being used by 35% of comp…
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Kiwi.com and Future of CX Speaker Vonage Partner to Keep Travelers Informed Every Step of the Way
Kiwi.com announced it is leveraging Vonage's SMS API to engage with customers wherever they are in a timely manner for better engagement and a better …
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Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer.
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Future of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader
NICE CXone was recently named the outright Leader in ISG Provider Lens CCaaS 2023 report.
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Coveo's Relevance Generative Answering Solution, Now Generally Available
Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15.
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Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub
Cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create s…
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CCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028
A new report from Juniper Research, a telecoms market intelligence firm, forecasts explosive growth in the CCaaS market, with subscription revenue soa…
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CommBox Debuts Generative AI Chatbot Support for the Call Center
AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organiza…
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Examining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers
Customer engagement solutions provider Waterfield Tech has released new research findings that highlight a disconnect between customer experience (CX)…
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8x8 Inc. Introduces Sales Assist for Retailers
Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced 8x8 Sales Assist for retailers.
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Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls
Call engagement company CleverTap recently announced the launch of Signed Call, its new VoIP-enabled, in-app voice capability for trusted and contextu…
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IDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software
Genesys was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.
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Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions
Speech recognition technology solutions provider Deepgram recently announced a partnership with communications and technology solutions provider Black…
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