BirchAI's Call Center Automation Solution Accelerates Through Verint

By: Greg Tavarez    7/27/2022

Customer support platform BirchAI joined Verint to provide an after-call work solution that automates documentation and call classification.

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Errors in Personalization: 70 Percent of Customers Receive Mistargeted Information

By: Tracey E. Schelmetic    7/25/2022

A study recently commissioned by Redpoint Global found that a majority of customers regularly receive mistargeted information from brands attempting t…

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Jenne CBS Expands Contact Center Portfolio with Playvox

By: Greg Tavarez    7/22/2022

Jenne Cloud Services Brokerage partnered with Playvox, a CRM-connected omnichannel contact center provider of workforce engagement solutions.

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Study Finds Retailers Worry About Inadequate Call Center Staff for 2022 Holidays

By: Tracey E. Schelmetic    7/21/2022

Sorted recently commissioned research that found that 44 percent of retail leaders say they don't have enough staff to support the upcoming peak seaso…

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Laivly Modernizes Call Centers with New AI Platform

By: Stefania Viscusi    7/21/2022

Laivly launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity.

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Voice Bot and the real-time customer experience: a successful case study

By: Contributing Writer    7/19/2022

Voice Bot and the real-time customer experience: a successful case study Voice bot allows you to automate a large number of processes such as booki…

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Banking on Better Experiences as Financial Institutions Adopt RPA

By: Matthew Vulpis    7/19/2022

Banking enterprises are realizing the benefits of automation, and are increasingly finding their answers in Robotic Process Automation (RPA).

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Buying Experience Enhanced as Jenne Adds Invoca's Conversation Intelligence

By: Greg Tavarez    7/18/2022

Jenne Inc.'s Jenne Cloud Services Brokerage partnered with Invoca to help enhance the buying experience and increase revenue.

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Rent-A-Center Using Video to Boost Customer Experiences

By: Stefania Viscusi    7/15/2022

Rent-A-Center is boosting customer experiences with the use of video technology. The company is using SundaySky, a SaaS video platform so it can impro…

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Verint Recognized for Customers' Product Experience

By: Greg Tavarez    7/13/2022

Verint, a customer engagement company, was recognized in Ventana Research's Agent Management Value Index 2022.

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Online Payment Fraud to Reach New Levels

By: Greg Tavarez    7/12/2022

Cumulative merchant losses to online payment fraud globally are expected to exceed $343 billion between 2023-27.

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Chatbots Improve NiSource Customer Experience

By: Greg Tavarez    7/11/2022

NiSource Inc. announced the launch of chatbots and live chat technologies by its operating companies.

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The Importance of Reputation in Online Businesses

By: Contributing Writer    7/11/2022

Nowadays, it is impossible to run any business and not have an internet presence. Going by the latest stats, around five billion people surf the World…

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You Should Know 5 Things About Hiring a Law Firm SEO

By: Contributing Writer    7/11/2022

When you search for a specific topic online, you're likely to find articles containing links to other websites. These are known as "searchable tags" o…

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Marketing Technology Will Improve the Customer Experience

By: Tracey E. Schelmetic    7/8/2022

Increasingly, call centers are using marketing-based technology to broaden their reach and better target their prospects and customers with purchasing…

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NICE Actimize Named a Leader in Anti-Money Laundering Technology

By: Tracey E. Schelmetic    7/7/2022

NICE Actimize places an understanding of the customer and their associated risk at the heart of its investments in providing industry-leading anti-mon…

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Evolve IP and Anywhere365 Partner to Virtualize the Role of Receptionist

By: Tracey E. Schelmetic    7/6/2022

In today's digital world, a reception is still an important asset, but can be located anywhere in the world, and the role can be filled by any call ce…

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Chatbot Testing Valuable Across All Industries

By: Greg Tavarez    7/5/2022

Chatbots need training to better understand customer intent if they are to be valuable.

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UJET Solution Earns Customer Satisfaction Ratings Win

By: Greg Tavarez    7/1/2022

G2 recognized UJET's solution for user satisfaction and other notable accolades.

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Call Center Software Company TASKE Announces Compliance with Avaya OneCloud

By: Tracey E. Schelmetic    6/29/2022

Call center software applications provider TASKE Technology, Inc. announced that its TASKE Contact version 2021 is compliant with key Avaya OneCloud s…

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Glia Announces "ChanelLess" SMS and Outbound Calling

By: Tracey E. Schelmetic    6/29/2022

Channelless digital customer service takes the concept of omnichannel customer experience to the next level.

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Keeping Frontline Fast-Food Workers Connected and Supported

By: Matthew Vulpis    6/22/2022

Employees who are engaged are more likely to improve customer relationships, with a resulting 20 percent increase in sales.

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At the Intersection of AI and CX, Unified Office Introduces Next Generation Sentiment Analysis Solution

By: Matthew Vulpis    6/21/2022

Summary: Unified Office , Inc. announced at ITExpo its next-generation sentiment analysis offering. Unified Office has greatly enhanced its Total Conn…

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Verint Presents Partner Awards at Engage 2022 Event

By: Tracey E. Schelmetic    6/20/2022

Verint recently names its partner award winners at its Engage 2022 conference in Orlando.

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IVR Industry to Reach $6.6 Billion

By: Tracey E. Schelmetic    6/16/2022

The Interactive Voice Response (IVR) market size was valued at $4.1 billion in 2021 and is projected to reach $6.6 billion by 2030, growing at a compo…

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Phonexa Offers Benefits Through Revamped Partnership Program

By: Greg Tavarez    6/14/2022

Phonexa announced the launch of its revamped Partnership Program to help clients accelerate revenue growth opportunities and marketing through technol…

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Pro and Contra of Using AI for Customer Support in Online Casinos

By: Contributing Writer    6/6/2022

The spread of the use of artificial intelligence in various services puts a choice for many businessmen whether to switch to AI for customer support s…

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Is There a Disconnect Between Company and Customer Perceptions of Self-Service?

By: Tracey E. Schelmetic    6/6/2022

Consumers say they want more self-service options, yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to …

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ConneXio Aims to Unseat CX Legacy Companies with Launch of ConneXio Cloud

By: Tracey E. Schelmetic    6/2/2022

ConneXio is leveraging AI, voice recognition, web3 and blockchain technologies, among others, looking to unseat some of the contact center industry's …

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Sprinklr Customer Experience Management Platform Available in Google Cloud

By: Laura Stotler    6/2/2022

Sprinklr has made its unified customer experience management platform, Unified-CXM, available in the Google Cloud Marketplace. The platform uses AI to…

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MoEngage Adds WhatsApp Integration

By: Stefania Viscusi    5/31/2022

MoEngage has announced the launch of a new Whatsapp business integration for enterprises.

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3 Ways to Verify Your Customers

By: Contributing Writer    5/31/2022

Customer verification is crucial for any financial establishment and its existing customers. Failure to do so can lead to financial losses, data breac…

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Verint Partnership Addresses Distributed Workforce Challenges

By: Greg Tavarez    5/31/2022

Verint announced a strategic partnership and technology integration with Intelligent Voice Limited that will enable financial and trading organization…

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Verint Recognizes Top Partners at EMEA Summit

By: Greg Tavarez    5/26/2022

Verint recognized its EMEA partners for their achievements in supporting Verint solutions and helping customers succeed.

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Contact Center Adoption of AI on the Rise

By: Greg Tavarez    5/26/2022

LiveVox Holdings Inc.'s commissioned study conducted by Forrester Consulting identified the key use cases and challenges when deploying AI technology …

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CUSTOMER Magazine Announces Winners of 2nd Annual Voice Technology Excellence Awards

By: CustomerZone360 News    5/26/2022

TMC announced the winners of the 2022 Voice Technology Excellence Awards, presented by CUSTOMER magazine.

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Customer Engagement Expectations Are Changing, Businesses Must Adapt

By: Greg Tavarez    5/25/2022

Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.

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Job Interview Mistakes to Avoid

By: Contributing Writer    5/25/2022

When you're looking for some of the best ways of being able to improve and ace your job interview, you have to think about some of the key ideas that …

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Unified Contact Center Solutions Provider SharpenCX Announces Partner Program

By: Tracey E. Schelmetic    5/23/2022

SharpenCX announced a new partner program to further its mission to deliver engaging agent and customer experiences anytime, anywhere with its agent-f…

Read More Completes $10.5M Series A

By: Greg Tavarez    5/19/2022 completed a $10.5 million Series A to help CX teams turn conversations into insights and automation.

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CUSTOMER Magazine Announces Winners of the 2022 CRM Excellence Award

By: CustomerZone360 News    5/16/2022

TMC announced the winners of their 23rd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.

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By: Tracey E. Schelmetic    5/13/2022

The customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.

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Contact Centers Are Experiencing Digital Growing Pains

By: Tracey E. Schelmetic    5/12/2022

Call centers should invest in technologies that centralize data and make it accessible and actionable to agents when and where they need it, and look …

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Avaya, Microsoft Deliver Avaya OneCloud Solutions on Microsoft Azure

By: Greg Tavarez    5/10/2022

The Avaya and Microsoft partnership will continue to help customers' initiatives in the cloud.

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MSP CloudHesive Acquires AWS Cloud Contact Center Provider Dextr

By: Tracey E. Schelmetic    5/6/2022

Powered by Amazon Connect, Dextr combines a full-agent dashboard with a library of cloud services at an affordable price.

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Is This the End of the Cold Call?

By: Special Guest    5/5/2022

The traditional method of telemarketing is no longer - now businesses can use enhanced data analytics and optimized cloud call center software to brin…

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Google Says No More to Call Recording Apps

By: Stefania Viscusi    4/29/2022

In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…

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AI's Role in Call Center Training

By: Stefania Viscusi    4/28/2022

Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…

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Observe.AI Funding Round Expected to Advance AI-Driven Call Center Technology

By: Tracey E. Schelmetic    4/22/2022

This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…

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LiveVox Launches New Channel Program for MSPs

By: Tracey E. Schelmetic    4/21/2022

LiveVox has announced a new channel program to expand its CCaaS suite to more MSPs, master agents, and other partners.

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