CUSTOMER NEWS
Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents
Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS's cloud contact center.
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Limango Future-Proofs Contact Center Operations with NICE CXone
Limango selected NICE CXone as the foundation for its contact center operations to drive operational efficiency and deliver positive customer experien…
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Analyzing How CRM is Key to Success in the Hospitality Industry
Hotel CRM is linked with improving performance and standing out of the crowd of other hotels next door. There is so much data floating around in the h…
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E-MetroTel Introduces InfinityOne-Powered Omnichannel Contact Center for Better Customer Engagement
E-MetroTel customers can now manage incoming queries and communication across multiple media interfaces to provide a consistent user experience as the…
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Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions
Virtual queue management and appointment scheduling solutions provider Qtrac recently announced that it entered a partnership with Mint Group, an Azur…
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Picture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses
Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.
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Cyara Acquires AI Testing Company QBox
AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…
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Future of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement
The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…
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Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations
Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…
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Operata Introduces New Suite of Tools to Further Customer Experience Observability
Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…
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Club Med Expands Deployment of NICE CXone Following Positive Results
All-inclusive resort company Club Med recently expanded its deployment of NICE's CXone solution into its global operations, providing advanced remote …
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Twilio and Nylas Partner on Improved Call Center Access to Communication Tools
Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongs…
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Strategic Leadership Boost: ITEXPO Keynoter Avaya Expands C-Suite for Accelerated Global Innovation and CX Excellence
Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.
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Dubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks
DEWA, by using Avaya technology, transformed its Customer Care Centre into an "Integrated Digital Interactive Hub," a platform that gives customers ac…
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SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement
Vonage recently announced that SuperPhone is helping brands increase engagement with customers, drive revenue and grow their business.
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TELUS International and Five9 Expand Partnership for CCaaS Platform
Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to laun…
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Certinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience
Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point…
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Customer Acquisition Cost Dilemma Linked to Dark Social
SimplicityDX research reveals a common trend in brands directing traffic to product detail pages as their preferred landing destination.
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Five9 Releases Custom Cloud Contact Center Solution for Student Engagement
Five9 OneStudent aims to redefine student engagement so higher education institutions can adapt and thrive as they experience unforeseen pressures and…
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CallMiner Announces New Generative AI Features to Manage and Enhance Data
Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform.
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Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment
AI conversation intelligence company Marchex recently announced that it has launched its Call Summary and Sentiment Suite capabilities.
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Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers
Broadvoice, which provides hosted voice, UCaaS and CCaaS solutions for BPOs, recently announced a new program called CXHub, in partnership with global…
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Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season
New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.
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Recipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced
The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…
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JPMorgan Chase Announces Virtual Call Center Team in Baltimore
JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.
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CUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards
The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.
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LivePerson Introduces Suite of Conversational Intelligence Solutions
Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…
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Generative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It
Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.
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Yeastar Reveals Changes and Plans to Its Contact Center Solution
Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.
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ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center
The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.
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TMC Partners with Metrigy to Host Future of CX Expo 2024 Conference
From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…
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UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone
Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…
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Freshdesk vs Zendesk: What Should You Know Before Investing in?
Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.
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Verint Expands Partnership with Zoom Via the ISV Exchange Program
Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…
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Why a Company Invested in Diversity Leads to Employee Retention
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…
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AMC Technology Releases DaVinci Integration for Microsoft Teams
Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…
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TMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award
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…
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TMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service
The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …
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Exploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 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…
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Study Finds Data Quality at the Core of AI Automation Success
Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …
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Verint Launches New Specialized Bot to Protect Customer Data
Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…
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New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants
A new customer experience benchmark report commissioned by AI platform provider Kore.ai revealed a growing acceptance of AI-powered intelligent virtua…
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Supervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated
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…
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8x8 Contact Center Expands to Offer Native Video Functionality
Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…
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Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation
Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…
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AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys
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…
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NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop
NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…
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Call Center Solutions Broadens Prescence with Third Center
Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.
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SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications
The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.
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AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage
AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…
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