customer

CUSTOMER NEWS

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…

Read More

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.

Read More

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.

Read More

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…

Read More

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.

Read More

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…

Read More

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…

Read More

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…

Read More

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 …

Read More

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 …

Read More

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…

Read More

MoEngage Adds WhatsApp Integration

By: Stefania Viscusi    5/31/2022

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

Read More

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…

Read More

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…

Read More

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.

Read More

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 …

Read More

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.

Read More

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.

Read More

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 …

Read More

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

Lang.ai Completes $10.5M Series A

By: Greg Tavarez    5/19/2022

Lang.ai completed a $10.5 million Series A to help CX teams turn conversations into insights and automation.

Read More

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.

Read More

Headsets.com Meets Ambitious Customer Support Goal with the Help of Vonage

By: Tracey E. Schelmetic    5/13/2022

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

Read More

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 …

Read More

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.

Read More

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.

Read More

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…

Read More

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…

Read More

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…

Read More

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…

Read More

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.

Read More

Everything Has a Price: How Dynamic Pricing Will Shake up the Retail Market

By: Special Guest    4/20/2022

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 More

SPI Software Teams with ConnectionsGRP for New SPI Connect Platform

By: Stefania Viscusi    4/20/2022

The Hyperscale Communications Platform adds a cloud-based messaging module into SPI's timeshare and vacation ownership application software, driven by…

Read More

TII Intros Arabic NLP Model NOOR

By: Stefania Viscusi    4/20/2022

Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…

Read More

Chat Becoming Powerful Tool Driving CX, Business Revenue and Growth

By: Laura Stotler    4/11/2022

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 More

Salesforce Addresses Demands of Digital Customers with Slew of New Services

By: Maurice Nagle    4/8/2022

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

Read More

Breezeline Launches Mobile App to Improve Customer Experiences

By: Stefania Viscusi    4/7/2022

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 More

Gaming Laboratories International Announces New Hire for Customer Service

By: Tracey E. Schelmetic    4/6/2022

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 More

Disney Customers Complain About Long Waits for Customer Service

By: Laura Stotler    4/4/2022

An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…

Read More

Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution

By: Tracey E. Schelmetic    4/4/2022

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

Read More

Thai Government Agency to Adopt AI

By: Stefania Viscusi    4/1/2022

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

Read More

Semafone Partners with Talkdesk for PCI Data Security

By: Tracey E. Schelmetic    3/31/2022

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 More

How to answer customer queries in the most effective way

By: Contributing Writer    3/28/2022

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 More

NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services

By: Tracey E. Schelmetic    3/24/2022

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 More

Dialpad Includes New Enhancements to AI Contact Center

By: Luke Bellos    3/22/2022

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

Read More

Infobip Adds SMS, WhatsApp Features for Adobe Commerce

By: Luke Bellos    3/21/2022

Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…

Read More

CRMNEXT, Wescom Resources Group Partner for CRM Solution

By: Luke Bellos    3/17/2022

Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.

Read More

Recipients of the 2022 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/16/2022

TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.

Read More

IRS Leans on Chatbots to Improve Citizen Experience

By: Luke Bellos    3/16/2022

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

Read More

TouchPoint One Brings Basketball to Contact Center Performance Challenge

By: Tracey E. Schelmetic    3/15/2022

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

Read More