CUSTOMER NEWS
Accelecom Adds CCaaS Solution to its Portfolio
Next-generation fiber and cloud-based communications solutions provider Accelecom recently announced the launch of its latest Contact Center as a Serv…
Read More8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center
8x8 recently introduced a product called 8x8 Engage, an AI-powered solution designed to enable cross-organization customer engagement for enhanced cus…
Read MoreSurvey Finds Three-Quarters of Consumers Make Purchases Based on SMS
Mobile engagement platform solutions provider Vibes recently announced the findings from its comprehensive annual Consumer Insights survey for 2024.
Read MoreGupshup and Google Cloud Bring Advanced AI Chatbots to RCS
Gupshup's Conversational AI suite now utilizes Google Cloud's Vertex AI platform. This integration grants Gupshup's global clientele access to the pow…
Read MoreEnghouse Systems Launches EnghouseAI Features for Agent-Customer Support
Customer experience solutions provider Enghouse Interactive recently announced the launch of its next-generation artificial intelligence (AI) products…
Read MoreBright Pattern Partners with Arthur Lawrence for CX Initiatives
Omnichannel contact center software solutions provider Bright Pattern recently formed a partnership with Houston-based management and technology consu…
Read MoreStudy Finds Strong Correlation Between Hotel and Retail Personalization and Spending
Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…
Read MoreUnmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service
Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…
Read MoreCallRail Adds AI-Powered Analytics to Further Understand the Customer Journey
AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…
Read MoreFlirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI
Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…
Read MoreTwilio 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…
Read MoreUnified 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 …
Read MoreSurvey 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…
Read MoreCompanies 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 …
Read MoreTracking 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…
Read MoreInvest 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…
Read MoreImage-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…
Read MoreExploring 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…
Read MoreCan 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.
Read MoreRevolutionizing 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…
Read MoreFrontier 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.
Read More8x8 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…
Read MoreMSP 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.
Read MoreTELUS 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…
Read MorePipeliner 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…
Read MorePictory 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…
Read MoreIDC 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…
Read MoreITEXPO 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.
Read MoreVerint 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…
Read MoreJersey 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…
Read MoreIntelePeer 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…
Read MoreInvictus 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…
Read MoreHammer 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.
Read MoreVonage Study Highlights Customer Frustrations with Support Experiences
The research arm of cloud communications company Vonage recently released its "Global Customer Engagement Report 2024."
Read MoreBroadvoice 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…
Read More7 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…
Read MoreBirdseye 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…
Read MoreFutureproof 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…
Read MoreNICE Announces the Closing of LiveVox Acquisition
Contact center company NICE has announced the completion of its acquisition of LiveVox.
Read MoreTalkdesk Debuts Support Solution Designed for Higher Education
Contact center solutions provider Talkdesk recently announced a new industry-specific packaged solution: Talkdesk Education Smart Service.
Read MoreMetTel 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…
Read MoreWhat 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 …
Read MoreWhat 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 …
Read MoreGenesys 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…
Read MoreFuture 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…
Read MoreMSP 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…
Read MoreAI 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…
Read MoreKiwi.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 …
Read MoreZenarate 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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