Capacity and Textel Bring Conversational AI to SMS

By: Greg Tavarez    1/27/2023

Capacity acquired Textel to optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base. Capacity i…

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Digital-Native Merchants Need an Appropriate Customer Service Strategy

By: Special Guest    1/23/2023

Whether relying on internal staff or a well-resourced BPO, digital organizations should examine several concepts to deliver exceptional customer exper…

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Salesforce Adds New Technology to Salesforce for Retail to Accelerate Time to Value

By: Tracey E. Schelmetic    1/20/2023

Salesforce recently announced innovations to help retailers grow and optimize advertising sales, gain a single view of transactions across digital and…

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Upscale Grocery Chain, The Fresh Market, Implements VoCoVo Telephony Headsets for Employees

By: Tracey E. Schelmetic    1/20/2023

Specialty grocer The Fresh Market recently implemented UK-based VoCoVo's lightweight wireless headsets with telephony abilities in 44 stores as it con…

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Deltapath Customers Gain 360-view of Customer Journey

By: Greg Tavarez    1/19/2023

Deltapath launched Deltapath for Salesforce CTI Integration on Salesforce AppExchange, empowering customers with a 360-degree view of the caller.

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Sprinklr Announces Partnership with Samsung Commercial Display Division for Digital Signage

By: Tracey E. Schelmetic    1/19/2023

Unified customer experience management platform company Sprinklr has announced that it is now an official Software Partner for Samsung's global displa…

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Study Finds Many Companies Are Missing a Good Outbound Strategy

By: Tracey E. Schelmetic    1/18/2023

A new study by Forrester Consulting found that respondents' top business goals include a focus on improving the customer experience and that outbound …

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FBI Working with India's CBI and Interpol to Stem Indian Call Center Scams

By: Tracey E. Schelmetic    1/9/2023

The FBI is stepping up its efforts to stem the scams by appointing a permanent representative at the U.S. embassy in New Delhi.

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Visual Self-Service Company Zappix Announces Two New Customers

By: Tracey E. Schelmetic    1/6/2023

Zappix offers visual self-service solutions to improve customer service and engagement experiences.

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Opportunities and Barriers in Digital Transformation in Manufacturing

By: Tracey E. Schelmetic    1/3/2023

Valtech partnered with Gartner Peer Insights to tap into the mood about the current state of progress in digital transformation and the challenges of …

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Kaleyra Chatbots Make WhatsApp Business Appearance

By: Greg Tavarez    12/30/2022

Kaleyra is helping WhatsApp Business to allow businesses to create advanced conversational experiences through a new lineup of chatbots.

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Research Advisory Firm Releases Blueprint for CIO Success

By: Tracey E. Schelmetic    12/27/2022

Info-Tech Research Group released its new blueprint titled "Key Metrics for Every CIO" to help companies define and narrow down the metrics that suppo…

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Casey's General Stores Improves Marketing Automation with Salesforce Technology

By: Tracey E. Schelmetic    12/27/2022

Casey's General Stores sends more than 1 billion marketing messages to their more than 5.5 million Rewards loyalty members this year.

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Using Technology to Reduce Guest Friction in Restaurants

By: Contributing Writer    12/27/2022

People live fast-paced lifestyles thanks to technology, which is why they hate queuing in real life. When guests visit your restaurant, the last thing…

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As More Sophisticated Consumer Electronics Products Enter the Market, Can Customer Care be Simplified?

By: Juhi Fadia    12/22/2022

With Experience Builder, organizations can now rapidly design and deploy intelligent and immersive self-guided instructional experiences.

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Verint Intelligent Interviewing Solution Receives Accolades

By: Tracey E. Schelmetic    12/19/2022

Verint Intelligent Interviewing is a component of Verint Workforce Management that identifies candidates who are more likely to exceed KPIs.

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Businesses Rethink Customer Experience Strategies

By: Greg Tavarez    12/14/2022

Businesses must engage with customers more on an individual level to build a deeper relationship.

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Verint Announces FYE 2023 Results, Driven by SaaS Offering

By: Tracey E. Schelmetic    12/14/2022

Despite an uncertain economic climate, businesses continue to invest on customer experience and SaaS-based CX solutions.

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Factors To Consider When Choosing An Interactive Display For Schools

By: Contributing Writer    12/9/2022

The interactive display industry has expanded rapidly over the past few years. With increasing consumer demand for connected devices, there is an insa…

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Voya Builds on AI Chatbot Initial Success

By: Greg Tavarez    12/7/2022

Following its initial success from its first year after launch, Voya is focused on building out the Voya PAL chatbot experience with future enhancemen…

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Are You Handling Customer Service Wrong? Here's How To Get It Right.

By: Contributing Writer    11/28/2022

Customer service is the support a business offers to customers before, during, and after their purchase. Based on the interaction with your support te…

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Verint Updates Compliance Recording Integration with Microsoft Teams

By: Tracey E. Schelmetic    11/28/2022

Verint Interaction Recording, which was certified for Microsoft Teams in October, helps companies manage the complexities of compliance.

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MoEngage Improves Real-Time Delivery of Multichannel Alerts

By: Greg Tavarez    11/22/2022

MoEngage Inform is a unified messaging infrastructure that enables brands to build and manage multichannel transactional alerts through one API.

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TMC Announces Winners of the 2022 CUSTOMER Magazine TMC Labs Innovation Award

By: CustomerZone360 News    11/18/2022

TMC announced today the winners of the 2022 TMC Labs Innovation Award, presented by TMC's CUSTOMER Magazine.

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2022 CUSTOMER TMC Labs Winners Driving Exceptional Experiences

By: CustomerZone360 Staff    11/18/2022

TMC's CUSTOMER magazine recognizes the winners of its annual TMC Labs CUSTOMER Innovation Awards. These companies are improving contact center experie…

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Call Centers Can Reduce Holiday Retail Stress with Automation

By: Tracey E. Schelmetic    11/16/2022

To fill service gaps, contact centers are bringing intelligent automation online to help reduce the pressure on live agents and deliver exceptional cu…

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Simplr Disrupts BPO Market with AI-enabled Platform

By: Greg Tavarez    11/11/2022

Simplr launched the EngageNow Suite to transform customer experience organizations into cost-efficient, revenue-generating programs that exceed custom…

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CallMiner and Zoom Deepen Customer Insights

By: Greg Tavarez    11/11/2022

CallMiner's new integrations with Zoom Contact Center and Zoom Phone expand the conversation types that are ingested and analyzed by the CallMiner pla…

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Klaviyo's AI Assistant Simplifies SMS Copywriting

By: Greg Tavarez    11/10/2022

Klaviyo created a new tool, SMS Assistant, that uses machine learning to simplify text message copywriting.

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BPO Giant Teleperformance Buys Recruitment Processing Outsourcing Company PSG

By: Tracey E. Schelmetic    11/10/2022

Paris, France-based outsourced call center services and BPO giant Teleperformance has acquired PSG Global Solutions for approximately $300 million.

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Forget Call Centers, Contact Centers are the Future

By: Special Guest    11/4/2022

Instead of relying on just the telephone, contact centers are multi-channel facilities that use several forms of communication to talk to their custom…

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Customer Service Managers Brace for Frigid Winter

By: Greg Tavarez    11/3/2022

Sixty percent of customer service managers predict "the toughest winter yet" as they worry about losing customers in the run up to the holidays.

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Salesforce Updates Contact Center Solution

By: Tracey E. Schelmetic    11/1/2022

Agents need tools to provide holistic customer information, reduce resolution times, deliver more personalized service, and improve customer satisfact…

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Is Customer Service the Same as Customer Support?

By: Contributing Writer    10/31/2022

Customer service and customer support are two terms that are often used interchangeably. Understanding their differences can be a challenge. Let's exa…

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BFSI Companies Are Turning to the Cloud to Improve CX

By: Tracey E. Schelmetic    10/26/2022

According to Frost & Sullivan, BFSI organizations are adopting the cloud to benefit from new technology, flexibility and reduced upfront costs.

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BPO iCXeed Launches Portfolio of CX Management Services

By: Tracey E. Schelmetic    10/24/2022

Singapore-based iCXeed launched value-demand services that combine automation and artificial intelligence (AI) enabled technologies with what it calls…

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CUSTOMER Magazine Announces Recipients of the 2022 Customer Experience Innovation Awards

By: CustomerZone360 News    10/18/2022

TMC announced today the winners of 2022 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.

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Call Center Outsourcer Ascensos Partners with IRIS Audio to Eliminate Background Noise

By: Tracey E. Schelmetic    10/18/2022

Ascensos announced a partnership with IRIS Audio Technologies, the team behind the artificial intelligence-powered voice isolation app, IRIS Clarity.

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CUSTOMER Magazine Announces Winners of the 2022 Contact Center Technology Award

By: CustomerZone360 News    10/17/2022

TMC announced the winners of its 17th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

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Would You Rather Shave Your Head or Contact Customer Support?

By: Tracey E. Schelmetic    10/14/2022

Customers point to the same customer service pain points as they have for years when expressing frustration over their contact center experiences.

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Businesses Must Stay Ahead of Customer Expectations or Risk Losing Them

By: Greg Tavarez    10/13/2022

With customers demanding more proactive services on top of them becoming more digital savvy, businesses expect customer loyalty to decline.

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JP Morgan Chase Launches "Virtual but Local" Contact Center in Detroit

By: Tracey E. Schelmetic    10/7/2022

JP Morgan Chase opened a virtual contact center in Detroit to support its customer service operations and the local community at the same time.

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Think Ads That Follow You on Social Media Are Creepy? You're Not Alone

By: Tracey E. Schelmetic    10/6/2022

Given the choice between privacy and advertising relevance, most consumers opt for privacy and don't like targeting practices.

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Salesforce Lets the CRM Genie Out of the Lamp

By: Tracey E. Schelmetic    10/3/2022

Salesforce unveiled Salesforce Genie, a hyperscale real-time data platform designed to power the entire Salesforce Customer 360 platform.

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Amazon Plans to Close Most of Its Physical Call Centers

By: Tracey E. Schelmetic    9/30/2022

Amazon is working towards closing its physical contact centers and moving to a permanent work from home model, leveraging the power of its Amazon Conn…

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Telcos Missing the Mark on Customer Personalization, Losing Millions

By: Greg Tavarez    9/29/2022

Intent HQ's new research survey revealed telcos are missing out on millions of unclaimed revenues and failing to meet customer expectations.

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WFM Provider Connecteam to Give Free Access to Its App to Small Businesses

By: Tracey E. Schelmetic    9/29/2022

New York- and Tel Aviv-based workforce management solutions provider Connecteam announced its all-in-one app will be available for free or small busin…

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Gen Z Says Most Apps Underutilize Interactive Live Video Features

By: Greg Tavarez    9/29/2022

Most Gen Z users want more interactive live video in their apps, according Agora's commissioned study.

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Skip the Information Hunt with Snappy Kraken's Bidirectional Integrations

By: Greg Tavarez    9/29/2022

Snappy Kraken initiated two-way data synchronization from the three CRM providers - Redtail, Wealthbox and Salesforce.

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Verint Digital-First Engagement Delivers 271% ROI

By: Tracey E. Schelmetic    9/23/2022

Through customer interviews and financial analysis, Forrester found that Verint customers realize a 271 percent ROI with a payback period of less than…

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