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CUSTOMER NEWS

Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay

By: Greg Tavarez    5/22/2024

Alorica opened its newest contact center in Ciudad del Este, Paraguay, to support the double-digit growth the organization has been achieving year ove…

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New Genesys Survey Aims to Uncover Generational Attitudes towards AI Chatbots

By: Tracey E. Schelmetic    5/21/2024

New research from Genesys aimed to determine if preferences about AI varied depending on age of the user.

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Onvego Launches AI-Based Smart Receptionist for Call Handling

By: Tracey E. Schelmetic    5/21/2024

Conversational voice AI company Onvego recently announced plans to advance the business telephony sector with its Smart Receptionist. This AI-based ca…

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Avaya and LivePerson Partner for 'Innovation Without Disruption'

By: Tracey E. Schelmetic    5/20/2024

Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that…

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Genesys Announces New Customer Journey Management Capabilities for Genesys Cloud

By: Tracey E. Schelmetic    5/20/2024

Genesys recently announced the availability of native journey management capabilities for the Genesys Cloud platform; these seamlessly work alongside …

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Avaya Announces Enhancements to Avaya Experience Platform

By: Tracey E. Schelmetic    5/17/2024

Customer experience solutions provider Avaya recently unveiled a series of important enhancements to its Avaya Experience Platform.

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Calabrio and Avaya Expand Integration with WFM for the AXP Public Cloud

By: Tracey E. Schelmetic    5/17/2024

Workforce management solutions provider Calabrio announced integration with another solution from communications solutions provider Avaya.

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Sanas Granted Patent for Real-Time AI Accent Conversion Technology

By: Tracey E. Schelmetic    5/13/2024

Speech understanding AI technology solutions provider Sanas has announced a significant milestone with the issuance of a broad patent for its Real-Tim…

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Sprinklr Surveys Mark the Company's Entry into Customer Feedback Management

By: Tracey E. Schelmetic    5/10/2024

Unified CX management platform provider Sprinklr recently announced the launch of Sprinklr Surveys. Built on Sprinklr's Unified-CXM platform, Sprinklr…

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Marchex Announces Sentiment Suite to Analyze Customer Emotion

By: Tracey E. Schelmetic    5/10/2024

AI-powered customer interaction solutions provider Marchex recently announced the launch of its Sentiment Suite product offering across multiple appli…

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Avaya's Acquisition of Edify Brings AI-Powered Workflows to Customer Experience

By: Greg Tavarez    5/9/2024

The move to acquire Edify strengthens Avaya's Experience Platform, or AXP, with AI-powered customer journey orchestration and workflow tools.

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CallRail Announces New AI-Driven Multi-Conversation Insight Capabilities

By: Tracey E. Schelmetic    5/9/2024

AI-powered lead intelligence platform provider CallRail has announced new AI-driven multi-conversation insight capabilities.

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Cultivating Brand Identity and Consumer Loyalty at Hawkers

By: Contributing Writer    5/8/2024

Establishing a distinct brand identity and fostering consumer loyalty are pivotal for enduring success in any sector, and the fashion space is no exce…

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AI-Connect by Phone.com: A Leap Forward in AI-Assisted Customer Interactions

By: Rich Tehrani    5/8/2024

The introduction of AI-Connect marks a significant milestone for Phone.com.

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Calabrio Announces Insights BI Solution Embedded in Calabrio ONE WFM Platform

By: Tracey E. Schelmetic    5/8/2024

Workforce management solutions provider Calabrio announced it has embedded a business intelligence (BI) solution called Insights in its Calabrio ONE p…

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ServiceNow and Genesys Partner for Customer and Employee Experience Solution

By: Tracey E. Schelmetic    5/8/2024

AI business transformation solutions provider ServiceNow and AI experience orchestration company Genesys recently announced a strategic partnership to…

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Why Poor Customer Service is Your Fault and How You Can Fix It

By: Contributing Writer    5/7/2024

Business owners rarely set out to hire poor-performing employees. They want workers who can do their jobs to a high standard and keep their customers …

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CUSTOMER Magazine Announces Winners of the 2024 CRM Excellence Award

By: CustomerZone360 News    5/7/2024

The 2024 CRM Excellence Award-winning companies have been chosen on the basis of their product or service's ability to expand the customer relationshi…

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New Report Provides Blueprint for Implementing AI in Marketing

By: Greg Tavarez    5/3/2024

Info-Tech Research Group recently published its latest blueprint entitled "Capitalizing on AI." The research is intended to guide marketers through th…

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TTEC Holdings and Bright Software Partner for AI-Powered Agent Learning

By: Tracey E. Schelmetic    5/3/2024

Business process outsourcing (BPO) and customer experience (CX) solutions company TTEC Holdings, Inc. and learning and simulation solutions provider B…

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8x8 Announces Enhancements for Cross-Organization Customer and Employee Engagement

By: Tracey E. Schelmetic    5/3/2024

Communications solutions provider 8x8 has announced enhancements to its integrated cloud contact center and unified communications platform.

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3CLogic to Provide Large Insurance Company with ServiceNow Cloud Contact Center

By: Tracey E. Schelmetic    5/1/2024

Conversational AI and ServiceNow's contact center solutions provider 3CLogic has announced its selection by a global insurance provider to replace its…

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Telecom Company Swisscom Adopts Genesys Cloud AI Capabilities

By: Tracey E. Schelmetic    5/1/2024

AI customer experience company Genesys recently announced that Swisscom AG, a major telecommunications provider in Switzerland, has accelerated its dr…

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German AI Customer Support Provider Parloa Announces Funding Round

By: Tracey E. Schelmetic    4/30/2024

AI-powered automation and customer support solutions provider Parloa has announced that it has raised $66 million in Series B funding led by Altimeter…

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AI Call Center Company Talkdesk Announces Appointment of New CTO

By: Tracey E. Schelmetic    4/26/2024

AI-powered contact center solutions provider Talkdesk recently announced a new hire: Munil Shah has been appointed the company's new chief technology …

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LSU Athletics Deploys Sprinklr Insights to Capture Fans on Social Media

By: Tracey E. Schelmetic    4/25/2024

Unified CX intelligence management platform provider Sprinklr Insights recently announced that the athletics program of Louisiana State University (LS…

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Five9 and Zendesk Deepen Partnership for Customer Care Automation and Personalization

By: Tracey E. Schelmetic    4/25/2024

Intelligent customer experience (CX) solutions provider Five9 recently announced enhancements to its integration with Zendesk Talk Partner Edition (TP…

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TELUS International Study Highlights the Importance of Voice Engagement for Customers

By: Tracey E. Schelmetic    4/24/2024

A recent study completed by TELUS International highlighted the importance of a future in which individuals can engage with data - including customer …

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Nimble and PhoneBurner Partner for a Solution to Improve Outbound Calling

By: Tracey E. Schelmetic    4/23/2024

CRM solutions provider Nimble recently unveiled an integration with PhoneBurner. The partnership blends PhoneBurner's outbound calling with Nimble's p…

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Calabrio Offers a New Solution to Quality Monitor and Analyze Chatbots

By: Tracey E. Schelmetic    4/23/2024

Workforce performance solutions provider Calabrio recently announced a new suite of Bot Analytics tools for Quality Management (QM). Bot Analytics giv…

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CUSTOMER Magazine Announces Winners of the 2024 Voice Technology Excellence Awards

By: CustomerZone360 News    4/19/2024

The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in an evolving and growing Voice Technology ma…

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Eventide Steps into Call Centers with NexLog DX-Series Recorders

By: Greg Tavarez    4/17/2024

Eventide Communications, a provider of public safety recording solutions, extended its reach into the call center market with the NexLog DX-Series rec…

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A Spotlight on UCaaS Success: SkySwitch Vectors 2024 and its Contact Center Insights

By: Alex Passett    4/16/2024

At SkySwitch Vectors 2024, the company's Vice President of Revenue joined an expert panel to discuss paths to success for agents and their customers.

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Gen AI Outbound Calling Solutions Provider Vodex Announces $2 Million Seed Round

By: Tracey E. Schelmetic    4/15/2024

Vodex announced last week that it raised $2 million in a seed round from Unicorn India Ventures and Pentathlon Ventures. Vodex was previously backed b…

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Talkdesk Announces Generative AI Suite for On-Premises Environments

By: Tracey E. Schelmetic    4/11/2024

AI contact center solutions provider Talkdesk, Inc. formally announced the launch of Talkdesk Ascend Connect, the company's new generative artificial …

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Verint Open Platform Integrated with Webex App Hub for Webex Contact Center

By: Tracey E. Schelmetic    4/11/2024

Customer engagement solutions provider Verint has announced an expanded partnership with cloud-based collaboration solutions provider Webex by Cisco t…

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Colleen AI Launches Voice AI Solution for Multifamily Property Management

By: Tracey E. Schelmetic    4/10/2024

Online payment AI solutions provider Colleen AI recently announced the release of Colleen Voice, a voice AI technology enabling multifamily property m…

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Emplifi Introduces 10 New AI Powered Solutions for Customer Care Automation

By: Tracey E. Schelmetic    4/10/2024

Customer engagement platform provider Emplifi recently announced 10 new AI-powered solutions designed to help social media marketing and customer care…

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Aircall Releases Aircall AI in French, German and Spanish

By: Tracey E. Schelmetic    4/9/2024

Customer communication and intelligence company Aircall recently announced the launch of its Aircall AI solution in French, German and Spanish languag…

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Customer Service Outsourcing India: PITON-Global - Leveraging Tech for 24/7 Omnichannel Support and Unmatched CX

By: Contributing Writer    4/5/2024

In today's digital-driven marketplace, the expectation for seamless, round-the-clock customer service has become the norm rather than the exception.

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Deeper Connections, Higher Satisfaction: Merkle Introduces Global Messaging Tool

By: Greg Tavarez    4/5/2024

With Intelligent Messaging, Merkle creates turnkey chat experiences, including across social and messaging platforms, to deliver always-on conversatio…

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Calabrio's AI Summarizes Calls, Improves Agent Performance

By: Greg Tavarez    4/5/2024

The Interaction Summary feature summarizes communications between contact center agents and customers to improve the customer experience.

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Acqueon, Cresta Partner on Collaborative AI for B2C Success

By: Greg Tavarez    4/3/2024

Acqueon and Cresta recently entered a partnership and launched a unified solution, Acqueon Guidance powered by Cresta.

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FluentStream's Cloud Communication Solutions Transform Oakview Dermatology's Operations

By: Greg Tavarez    4/1/2024

Oakview selected FluentStream and deployed its advanced, cloud-based communication services across all nine locations.

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'Mediafly for Sugar' Aims to Provide Tools for Better Sales Engagement

By: Tracey E. Schelmetic    4/1/2024

Sales automation solution provider SugarCRM has announced a new technology partnership with sales enablement and content management company Mediafly.

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Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility

By: Tracey E. Schelmetic    3/28/2024

Customer engagement company Verint recently announced the launch of the Verint TimeFlex Bot to redefine agent scheduling flexibility in the contact ce…

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Attentive Offers Solutions for Better AI Customer Interaction and Personalization

By: Tracey E. Schelmetic    3/28/2024

AI marketing platform company Attentive recently announced the next generation of Attentive AI with two premium AI solutions - AI Journeys and AI Pro.

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The Future of Customer Service? Vonage Integrates Generative AI into Conversational Commerce

By: Greg Tavarez    3/27/2024

Vonage, a cloud communications provider under Ericsson, today announced generative AI integration within its Conversational Commerce platform, powered…

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Talkdesk and Verint Expand Partnership for Workforce Management

By: Tracey E. Schelmetic    3/26/2024

AI-powered contact center solutions provider Talkdesk, Inc. recently announced an expanded partnership with Verint to provide automated workforce mana…

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German Multinational Henkel Expands Relationship with Adobe for Generative AI

By: Tracey E. Schelmetic    3/25/2024

Henkel, a German multinational chemical and consumer goods company, recently expanded its partnership with Adobe to advance Henkel's content supply ch…

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