Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season

By: Tracey E. Schelmetic    11/10/2023

New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.

Read More

Recipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced

By: CustomerZone360 News    11/9/2023

The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…

Read More

JPMorgan Chase Announces Virtual Call Center Team in Baltimore

By: Tracey E. Schelmetic    11/9/2023

JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.

Read More

CUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards

By: CustomerZone360 News    11/7/2023

The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.

Read More

LivePerson Introduces Suite of Conversational Intelligence Solutions

By: Tracey E. Schelmetic    11/7/2023

Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…

Read More

Generative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It

By: Special Guest    11/6/2023

Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.

Read More

Yeastar Reveals Changes and Plans to Its Contact Center Solution

By: Tracey E. Schelmetic    11/3/2023

Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.

Read More

ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center

By: Tracey E. Schelmetic    11/3/2023

The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.

Read More

TMC Partners with Metrigy to Host Future of CX Expo 2024 Conference

By: CustomerZone360 News    11/2/2023

From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…

Read More

UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone

By: Tracey E. Schelmetic    11/2/2023

Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…

Read More

Freshdesk vs Zendesk: What Should You Know Before Investing in?

By: Contributing Writer    10/31/2023

Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.

Read More

Verint Expands Partnership with Zoom Via the ISV Exchange Program

By: Tracey E. Schelmetic    10/31/2023

Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…

Read More

Why a Company Invested in Diversity Leads to Employee Retention

By: Contributing Writer    10/30/2023

Think about some of the best places you've ever worked. They were likely made up of a diverse mix of people from all races, belief systems and age gro…

Read More

AMC Technology Releases DaVinci Integration for Microsoft Teams

By: Tracey E. Schelmetic    10/23/2023

Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…

Read More

TMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award

By: CustomerZone360 News    10/23/2023

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

Read More

TMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service

By: CustomerZone360 Staff    10/23/2023

The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …

Read More

Exploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 2023

By: Contributing Writer    10/23/2023

Retail businesses and other vendors in 2023 need to develop an online presence. The trends show e-commerce is rising steeply, and by 2026, global onli…

Read More

Study Finds Data Quality at the Core of AI Automation Success

By: Tracey E. Schelmetic    10/20/2023

Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …

Read More

Verint Launches New Specialized Bot to Protect Customer Data

By: Tracey E. Schelmetic    10/20/2023

Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…

Read More

New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants

By: Tracey E. Schelmetic    10/19/2023

A new customer experience benchmark report commissioned by AI platform provider revealed a growing acceptance of AI-powered intelligent virtua…

Read More

Supervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated

By: Greg Tavarez    10/19/2023

Supervisors of call center agents need to develop effective strategies for addressing these challenges as they are the ones who need to step forward t…

Read More

8x8 Contact Center Expands to Offer Native Video Functionality

By: Tracey E. Schelmetic    10/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…

Read More

Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation

By: Tracey E. Schelmetic    10/13/2023

Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…

Read More

AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys

By: Tracey E. Schelmetic    10/12/2023

SQM Group Inc., maker of Customer Service QA Software, noted in a recent press release that surveys are crucial in helping businesses refine their cus…

Read More

NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop

By: Tracey E. Schelmetic    10/12/2023

NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…

Read More

Call Center Solutions Broadens Prescence with Third Center

By: Greg Tavarez    10/12/2023

Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.

Read More

SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications

By: Tracey E. Schelmetic    10/11/2023

The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.

Read More

AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage

By: Tracey E. Schelmetic    10/9/2023

AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…

Read More

AssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge

By: Greg Tavarez    10/6/2023

AssistGPT, embedded within the eGain Knowledge Hub and driven by generative AI technology, represents a comprehensive zero-code solution for Knowledge…

Read More

Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information

By: Tracey E. Schelmetic    10/6/2023

Dialpad announced the release of PII Redaction, an AI-powered tool designed to fortify privacy safeguards of personal identifiable information (PII) a…

Read More

Unlock Customer Engagement Success with Convey's EPaaS

By: Greg Tavarez    10/5/2023

Convey's EPaaS boasts a comprehensive set of capabilities designed to elevate customer engagement and streamline digital interaction processes.

Read More

NICE's Acquisition of LiveVox Sets New Standard in Proactive Outreach Through Conversational AI

By: Greg Tavarez    10/4/2023

Organizations have the opportunity to accelerate their CX operations into the digital era with smart conversational AI at scale with NICE acquiring Li…

Read More

New Solution by HGS Transforms Customer Interactions with AI

By: Greg Tavarez    10/3/2023

Agent X is engineered to streamline the workflow of call center agents while simultaneously elevating customer interactions.

Read More

UserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding

By: Tracey E. Schelmetic    10/3/2023

UserEvidence, a Wyoming-based customer voice platform for business-to-business go-to-market (GTM) teams, debuted a new customer voice platform to turn…

Read More

Study Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization

By: Tracey E. Schelmetic    10/2/2023

To explore how CRM is changing to provide more customized interactions, CRM company SugarCRM recently surveyed more than 800 global business-to-busine…

Read More

Customers Believe Companies Are Making Them Work Too Hard

By: Tracey E. Schelmetic    9/29/2023

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…

Read More

Bandwidth, Google and Cognigy Shake Up Contact Center AI

By: Greg Tavarez    9/29/2023

Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…

Read More

AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

Read More

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

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…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More

The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

Read More

Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

Read More

The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

Read More

Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends

By: Alex Passett    9/22/2023

The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…

Read More

Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'

By: Greg Tavarez    9/20/2023

Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.

Read More

BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering

By: Tracey E. Schelmetic    9/19/2023

Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …

Read More

ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users

By: Greg Tavarez    9/19/2023

Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.

Read More

Study Finds the Cost of Poor Customer Support Continues to Rise

By: Tracey E. Schelmetic    9/18/2023

A new study commissioned by generative AI customer service platform found that customers' expectations continue to rise, and the costs for d…

Read More

Customer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm

By: Greg Tavarez    9/15/2023

The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…

Read More

Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn

By: Tracey E. Schelmetic    9/15/2023

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…

Read More