CUSTOMER NEWS
Is There a Disconnect Between Company and Customer Perceptions of Self-Service?
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 …
Read MoreConneXio Aims to Unseat CX Legacy Companies with Launch of ConneXio Cloud
ConneXio is leveraging AI, voice recognition, web3 and blockchain technologies, among others, looking to unseat some of the contact center industry's …
Read MoreSprinklr Customer Experience Management Platform Available in Google Cloud
Sprinklr has made its unified customer experience management platform, Unified-CXM, available in the Google Cloud Marketplace. The platform uses AI to…
Read MoreMoEngage Adds WhatsApp Integration
MoEngage has announced the launch of a new Whatsapp business integration for enterprises.
Read More3 Ways to Verify Your Customers
Customer verification is crucial for any financial establishment and its existing customers. Failure to do so can lead to financial losses, data breac…
Read MoreVerint Partnership Addresses Distributed Workforce Challenges
Verint announced a strategic partnership and technology integration with Intelligent Voice Limited that will enable financial and trading organization…
Read MoreVerint Recognizes Top Partners at EMEA Summit
Verint recognized its EMEA partners for their achievements in supporting Verint solutions and helping customers succeed.
Read MoreContact Center Adoption of AI on the Rise
LiveVox Holdings Inc.'s commissioned study conducted by Forrester Consulting identified the key use cases and challenges when deploying AI technology …
Read MoreCUSTOMER Magazine Announces Winners of 2nd Annual Voice Technology Excellence Awards
TMC announced the winners of the 2022 Voice Technology Excellence Awards, presented by CUSTOMER magazine.
Read MoreCustomer Engagement Expectations Are Changing, Businesses Must Adapt
Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.
Read MoreJob Interview Mistakes to Avoid
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 …
Read MoreUnified Contact Center Solutions Provider SharpenCX Announces Partner Program
SharpenCX announced a new partner program to further its mission to deliver engaging agent and customer experiences anytime, anywhere with its agent-f…
Read MoreLang.ai Completes $10.5M Series A
Lang.ai completed a $10.5 million Series A to help CX teams turn conversations into insights and automation.
Read MoreCUSTOMER Magazine Announces Winners of the 2022 CRM Excellence Award
TMC announced the winners of their 23rd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
Read MoreHeadsets.com Meets Ambitious Customer Support Goal with the Help of Vonage
The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.
Read MoreContact Centers Are Experiencing Digital Growing Pains
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 …
Read MoreAvaya, Microsoft Deliver Avaya OneCloud Solutions on Microsoft Azure
The Avaya and Microsoft partnership will continue to help customers' initiatives in the cloud.
Read MoreMSP CloudHesive Acquires AWS Cloud Contact Center Provider Dextr
Powered by Amazon Connect, Dextr combines a full-agent dashboard with a library of cloud services at an affordable price.
Read MoreIs This the End of the Cold Call?
The traditional method of telemarketing is no longer - now businesses can use enhanced data analytics and optimized cloud call center software to brin…
Read MoreGoogle Says No More to Call Recording Apps
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…
Read MoreAI's Role in Call Center Training
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…
Read MoreObserve.AI Funding Round Expected to Advance AI-Driven Call Center Technology
This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…
Read MoreLiveVox Launches New Channel Program for MSPs
LiveVox has announced a new channel program to expand its CCaaS suite to more MSPs, master agents, and other partners.
Read MoreEverything Has a Price: How Dynamic Pricing Will Shake up the Retail Market
A dynamic pricing system is the automated pricing of appointment time slots, based on how much a consumer is willing to pay at a specific time for a s…
Read MoreSPI Software Teams with ConnectionsGRP for New SPI Connect Platform
The Hyperscale Communications Platform adds a cloud-based messaging module into SPI's timeshare and vacation ownership application software, driven by…
Read MoreTII Intros Arabic NLP Model NOOR
Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…
Read MoreChat Becoming Powerful Tool Driving CX, Business Revenue and Growth
A new report from Clickatell reveals most customer service representatives are using chat to improve the customer experience (CX) as well as drive bus…
Read MoreSalesforce Addresses Demands of Digital Customers with Slew of New Services
This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…
Read MoreBreezeline Launches Mobile App to Improve Customer Experiences
The launch of the new app, according to company officials, is part of a plan in place to transform customer experiences using digital tools. The goal …
Read MoreGaming Laboratories International Announces New Hire for Customer Service
In the electronic gaming and lottery business, certification is vital to ensure that all gaming products meet region's stringent standards and local t…
Read MoreDisney Customers Complain About Long Waits for Customer Service
An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…
Read MorePlayvox to Debut Capacity Planner Module of Workforce Engagement Management Solution
Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…
Read MoreThai Government Agency to Adopt AI
Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …
Read MoreSemafone Partners with Talkdesk for PCI Data Security
Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…
Read MoreHow to answer customer queries in the most effective way
The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowl…
Read MoreNICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services
To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …
Read MoreDialpad Includes New Enhancements to AI Contact Center
Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.
Read MoreInfobip Adds SMS, WhatsApp Features for Adobe Commerce
Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…
Read MoreCRMNEXT, Wescom Resources Group Partner for CRM Solution
Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.
Read MoreRecipients of the 2022 CUSTOMER Product of the Year Award Announced
TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.
Read MoreIRS Leans on Chatbots to Improve Citizen Experience
Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…
Read MoreTouchPoint One Brings Basketball to Contact Center Performance Challenge
TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.
Read MoreInteractiveTel Unveils TotalCX Platform
InteractiveTel announced the launch of the TotalCX Customer Experience Platform for automotive dealers.
Read MoreIRS Opens Office Dedicated to Improving Taxpayer Customer Experiences
The new office will offer assistance for service, compliance, and other tax-related programs, working together with other units of the IRS and the Tax…
Read MoreVerint Scores High In Customer Satisfaction
Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…
Read MoreTechnology Helps Solve Call Center Staffing Crises
Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …
Read More4 types of call center KPIs and how to use them
The hallmark of a strong call center is that it not only helps your company fulfill its mission, but also ensures employee and customer satisfaction. …
Read MoreLevel AI Generates $20 Million in Series B Funding
AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…
Read MoreCall Center Troubles Plague the U.S. Park Police Dispatch Center
A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…
Read MoreCalabrio WFM Transforms Cazoo Contact Center Operations
UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio's workf…
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