CUSTOMER NEWS
Customers Believe Companies Are Making Them Work Too Hard
According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…
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Bandwidth, Google and Cognigy Shake Up Contact Center AI
Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…
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AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…
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More Enterprises Turn to CCaaS to Deliver Better Customer Interactions
Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…
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The benefits of Salesforce phone system integration
Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…
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Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers
Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…
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The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z
A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.
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Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends
The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…
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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'
Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.
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BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …
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ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users
Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.
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Study Finds the Cost of Poor Customer Support Continues to Rise
A new study commissioned by generative AI customer service platform Airkit.ai found that customers' expectations continue to rise, and the costs for d…
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Customer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm
The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…
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Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
Intradiem's AI model measures the data against expectations or past performance in real-time and designates each agent's burnout risk assessment on it…
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Boost Loyalty with Sinch MessageMedia's New SMS Service
SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from…
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Amarillo Chooses Dell Technologies' GenAI for Improved Community Service Accessibility
Amarillo, Texas, and Dell plan to create an online digital assistant that uses generative AI to provide residents with details on government and city …
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CUSTOMER Magazine Announces Recipients of the 2023 Customer Experience Innovation Awards
The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over a…
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Brevo Answers the Call for Frictionless Purchasing with Innovative CRM Solutions
Brevo, a provider of CRM solutions, meets the growing customer demand for frictionless purchasing experiences with new sales solutions.
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CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
Call analytics company CallTrackingMetrics recently announced the launch of its new feature, ChatAI, the newest entry in CallTrackingMetrics' suite of…
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Verint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace
Verint announced it has earned co-sell ready status with Microsoft and that the Verint Open Contact Center as a Service (CCaaS) Platform will be comme…
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New Study Measures Consumer Attitudes Toward AI in Customer Support
Digital River, an e-commerce solutions and services provider, recently released findings from a consumer survey aimed at helping brands navigate emerg…
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Narakeet Launches AI Solution to Convert Video Subtitles into Native Speech
Narakeet recently launched a solution to seamlessly convert video subtitles into audio using text to speech artificial intelligence.
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Appen Limited Launches New Solutions to Reduce Bias and Toxicity in Chatbots
Appen Limited, which provides high-quality data for the AI lifecycle, recently announced the launch of two new products.
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Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform
Cogito recently signed a multi-year agreement for expansion of collaboration with a global Fortune 25 consumer technology company.
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8x8 Underscores Success of Supervisor Workspace Solution Introduced in March
Cloud contact center and unified communications platform provider 8x8, Inc. launched its new 8x8 Supervisor Workspace to make call center supervisors'…
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Neurons Launches AI Predictor for Brand Attention
Predict allows companies to instantly predict the brand performance of their ads and see how much attention brand assets, ad copy, CTAs and faces get …
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How to Deliver (and Improve) the Connected Customer Experience
A connected customer experience delivers smart, contextual interactions across all touchpoints in the customer's journey.
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Newly Rebranded Airkit.ai Launches Airkit.ai eCommerce Solution for No-Code AI Agents
Airkit.ai has announced the completion of an extensive rebranding effort in response to its refined mission to deliver no-code, autonomous AI agents d…
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Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services
Cubix Asset Management recently announced its launch of Swivl's AI-powered chatbot and CallPotential's call center service to make things easier for b…
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CallCabinet Bridges Languages by Reinforcing South African Call Recording and AI Analytics
With CallCabinet's recent inclusion of Afrikaans, Zulu, Setswana and Sesotho - four prominent languages in South Africa - businesses are presented wit…
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Upland Panviva and Genesys Forge Path for Omnichannel Excellence
Panviva is more accessible to potential customers as Upland Software announced that Panviva is available on the Genesys AppFoundry.
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Verint Study Finds Customer Expectations Continue to Rise
According to a new study released by Verint entitled, "2023 State of Digital Customer Experience Report," 77% of businesses say consumer expectations …
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Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry
Ezra AI, a provider of AI solutions aimed at the restaurant industry, recently introduced a solution that uses advanced machine learning and natural l…
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Ring Central Introduces RingCX Native Contact Center Solution
AI-powered cloud communications company RingCentral, Inc. recently announced the launch of RingCX, the company's new native, intelligent contact cente…
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Salesforce Launches Starter All-in-One CRM App for Small Businesses
CRM giant Salesforce recently announced the launch of Starter, a simple all-in-one CRM app.
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Study Finds E-Commerce Cart Abandonment is Often About Perceptions of Digital Security
A new study commissioned by e-commerce solutions provider Radial, Inc. found that security issues loom large in the minds of shoppers.
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Cogito and Medallia Partner for Customer Data-Driven Experience Management
Real-time coaching solutions provider Cogito recently announced a partnership with customer analytics company Medallia to deliver improvements in ente…
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New Headset Offerings from Cyber Acoustics Meet the Demands of Contact Center Environments
Designed in conjunction with leading BPO partners, the new Cyber Acoustics headsets include the tech and comfort alike to meet contact center agents' …
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Language I/O Raises $8 Million in Funding for Real-Time Translation Technology
Language I/O (LIO), a provider of real-time, business-accurate translation technology, recently announced an $8 million Series A1 funding round led by…
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Televerde Begins New Call Center Program at Indiana Women's Prison
Call center services outsourcing company Televerde recently announced the opening of a new contact center at the Indiana Women's Prison.
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ASAPP Launches Tool for AI-Based Automated Agent Evaluation
Contact center solutions provider ASAPP recently introduced CoachingAI, a new product that automates the quality evaluation for 100% of contact center…
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CallRail Labs Joins Forces with Small Businesses for AI Advancements
CallRail unveiled its innovation initiative, CallRail Labs, aimed at harnessing the power of AI to revolutionize call analytics.
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NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions
NICE recently introduced its new generative AI-powered "Enlighten Actions Industry Benchmarks" to allow brands to holistically compare their operation…
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Twilio and AWS Deepen Partnership Around Predictive AI Technology
AWS and customer engagement solutions provider Twilio recently announced an extension of their longstanding strategic partnership that will place AI c…
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AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences
Chat to Conversion is a generative AI-powered tool designed to help local businesses engage with customers and track conversions across multiple chann…
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LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations
Conversational AI company LivePerson announced the launch of LivePerson Marketplace, its new hub for integrations that extend the capabilities of the …
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Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data
A recent Forrester Consulting Opportunity Snapshot, "Elevate Your Integration Strategy for Maximum Business Impact," was commissioned by AI-powered ma…
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ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence
Quebec-based ComputerTalk, developer of ice Contact Center with Microsoft Teams, and Tethr, an AI-powered conversation intelligence platform, recently…
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IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions
IrisCX, which provides a smart video platform for virtual product selection, DIY setup and support, recently introduced Session Score, a real-time, AI…
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