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CUSTOMER NEWS

CX Analyst Steve Blood Makes Move to Five9 to Amplify CX Leadership

By: Greg Tavarez    3/25/2024

Steve Blood will focus on shaping and elevating Five9's positioning as it expands its global leadership in customer experience.

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Uniphore Doubles Down on GenAI with Powerful New Interaction Analytics Solution

By: Greg Tavarez    3/22/2024

Uniphore upgraded its U-Analyze analytics tool, now powered by generative AI, to address a common pain point: how to leverage a company's own data for…

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European Railway Company Chooses 3CLogic Contact Center for ServiceNow

By: Tracey E. Schelmetic    3/21/2024

3CLogic, a conversational AI and contact center solution for ServiceNow, recently announced the expansion of its solution at a major European railway …

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Las Vegas Valley Water District Chooses Talkdesk for CX

By: Tracey E. Schelmetic    3/20/2024

The Las Vegas Valley Water District, a not-for-profit water utility providing water to approximately 1.7 million people in Southern Nevada, recently c…

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New LivePerson-Infinity Partnership to Help Brands Personalize Customer Experiences via Conversational Intelligence

By: Dave Rodriguez    3/19/2024

LivePerson and Infinity officially partnered to better serve customers and the overall digital marketplace.

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FedRAMP-Approved Calabrio GovSuite Modernizes Contact Centers for US Government

By: Greg Tavarez    3/18/2024

Calabrio GovSuite helps enrich and understand human interactions, which better equips contact centers to quickly adapt to evolving citizen demands.

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Blue skies and smooth sailing: Resolving the top five challenges in traveler support with AI

By: CustomerZone360 Staff    3/18/2024

Join Language I/O experts live and learn about the latest AI solutions powering up customer support in the travel industry.

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AudioCodes Adds Omnichannel Capabilities to Voca CIC

By: Tracey E. Schelmetic    3/15/2024

Communications software company AudioCodes has announced that its Voca Conversational Interaction Center (Voca CIC) is now an omnichannel contact cent…

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Talkdesk Adapts its Autopilot Virtual Agent for Healthcare Applications

By: Tracey E. Schelmetic    3/15/2024

Contact center solutions provider Talkdesk recently introduced Talkdesk Autopilot for Healthcare (the next generation of the company's virtual agent t…

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Managed Cloud Services Company InterVision Adds CCaaS to its Platform

By: Tracey E. Schelmetic    3/15/2024

Managed cloud services company InterVision is introducing its new ConnectIV CX product, a CCaaS solution designed to enhance customer and employee exp…

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MSP iQor Adds NICE CXone to Support Utility and Energy Customers

By: Tracey E. Schelmetic    3/13/2024

Managed services provider iQor recently announced that it is pursuing improved customer experiences (CX) in the energy and utilities sectors by implem…

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King Power Chooses 8x8's SMS API to Integrate into its E-Commerce Platform

By: Tracey E. Schelmetic    3/12/2024

Since deploying the 8x8 SMS API, King Power Corporation said it has experienced great improvements in SMS delivery rates.

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NobelBiz Receives 2024 CUSTOMER Magazine Product of the Year Award

By: CustomerZone360 News    3/12/2024

NobelBiz announced today that TMC named NobelBiz OMNI+ as a 2024 CUSTOMER Product of the Year Award winner.

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Alorica Debuts Solution to Eliminate Language Barriers in Customer Support

By: Tracey E. Schelmetic    3/12/2024

In late February, Alorica Inc., a global customer experience (CX) solutions provider, announced the launch of its Real-time Voice Language Translation…

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ZapScale's New Feature Creates a Unified View for Customer Success Teams

By: Greg Tavarez    3/11/2024

Unified Customer Communication View brings a new feature that empowers B2B SaaS companies to understand and respond to customer needs with improved cl…

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Customer Service Outsourcing Philippines: Cynergy BPO on Tech, CX, Operating Efficiencies, and Cost Savings

By: Contributing Writer    3/8/2024

In today's digitized marketplace, the strategic utilization of advanced technology in customer service has become a linchpin for businesses aiming to …

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Recipients of the 2024 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/8/2024

The CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries and are enabling their c…

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Yellow.ai Introduces AI-Powered Customer Email Management Solution

By: Tracey E. Schelmetic    3/7/2024

AI-powered customer service automation company Yellow.ai recently announced a solution: the general availability of Email Automation to effectively ma…

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Accelecom Adds CCaaS Solution to its Portfolio

By: Tracey E. Schelmetic    3/7/2024

Next-generation fiber and cloud-based communications solutions provider Accelecom recently announced the launch of its latest Contact Center as a Serv…

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8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center

By: Tracey E. Schelmetic    3/6/2024

8x8 recently introduced a product called 8x8 Engage, an AI-powered solution designed to enable cross-organization customer engagement for enhanced cus…

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Survey Finds Three-Quarters of Consumers Make Purchases Based on SMS

By: Tracey E. Schelmetic    3/5/2024

Mobile engagement platform solutions provider Vibes recently announced the findings from its comprehensive annual Consumer Insights survey for 2024.

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Gupshup and Google Cloud Bring Advanced AI Chatbots to RCS

By: Greg Tavarez    3/5/2024

Gupshup's Conversational AI suite now utilizes Google Cloud's Vertex AI platform. This integration grants Gupshup's global clientele access to the pow…

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Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support

By: Tracey E. Schelmetic    3/4/2024

Customer experience solutions provider Enghouse Interactive recently announced the launch of its next-generation artificial intelligence (AI) products…

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Bright Pattern Partners with Arthur Lawrence for CX Initiatives

By: Tracey E. Schelmetic    3/4/2024

Omnichannel contact center software solutions provider Bright Pattern recently formed a partnership with Houston-based management and technology consu…

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Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending

By: Tracey E. Schelmetic    2/27/2024

Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…

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Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service

By: Special Guest    2/27/2024

Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…

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CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey

By: Tracey E. Schelmetic    2/27/2024

AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…

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Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

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Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

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Unified Office Combines Sentiment Analysis with Real-Time Alerts

By: Greg Tavarez    2/23/2024

Unified Office combined its next-generation Sentiment Analysis tool with the Premium Notifications product to provide real-time emotion detection and …

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Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions

By: Tracey E. Schelmetic    2/23/2024

AI customer communications platform Iterable (together with Wakefield Research) recently released the results of new survey designed to reveal the way…

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Companies Must Consolidate Information for Effective Customer Interactions

By: Greg Tavarez    2/20/2024

Beth Schultz, vice president of research and principal analyst, Metrigy, led a panel discussion at Future of CX Expo, featuring Whitney Meer, applied …

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Tracking the ROI of AI: A Broad Future of CX Expo Conversation, part of the #TECHSUPERSHOW Experience

By: Alex Passett    2/15/2024

At this year's Future of CX Expo (taking place at the beautiful Broward County Convention Center in Fort Lauderdale, Florida), our team attended a sta…

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Invest in Agents to Improve Customer Experience

By: Greg Tavarez    2/14/2024

A panel discussion at Future of CX Expo 2024 looked at how successful companies are using the latest technologies, including AI and next-generation wo…

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Image-to-Text Conversion: A New Way to Access Information

By: Contributing Writer    2/14/2024

Easy access to information is more important in this digital world. Information is all around us in a variety of formats, from handwritten notes and p…

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Exploring How AI Strategies Fit Into Marketing and Sales at Generative AI Expo 2024

By: Alex Passett    2/13/2024

This year's Generative AI Expo at the Broward County Convention Center in Fort Lauderdale, Florida is abuzz with all the latest talk regarding artific…

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Can Blockchain Be Used in Customer Service?

By: Contributing Writer    2/13/2024

How can blockchain technology be harnessed by brands to offer improved levels of customer service? Read this guide to find out.

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Revolutionizing Energy Management: A New Era for Businesses and Customers

By: Contributing Writer    2/13/2024

Today, energy management is a critical element of having sustainable business practices. Companies around the world are constantly looking for creativ…

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Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign

By: Tracey E. Schelmetic    2/9/2024

Frontier saved its customers a collective 50 years of time on the phone in 2023, or a total of 2 million calls.

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8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS

By: Tracey E. Schelmetic    2/9/2024

Cloud contact center solutions provider 8x8, Inc. recently announced beta availability of a new product line designed to enable organizations to deliv…

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MSP iQor Adds NICE CXone to Its Portfolio

By: Tracey E. Schelmetic    2/9/2024

Managed services provider iQor announced a recent addition to its portfolio: namely, the cloud-native customer experience platform NICE CXone.

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TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries

By: Tracey E. Schelmetic    2/8/2024

To help solve problems and allay various business concerns, customer experience solutions provider TELUS International has reported that it sees stron…

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Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing

By: Tracey E. Schelmetic    2/8/2024

Sales enablement tool and CRM solutions provider Pipeliner CRM recently announced that it has expanded its roster of free applications available to cu…

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Pictory Introduces Simple Script-to-Video Converter for Content Marketers

By: Tracey E. Schelmetic    2/7/2024

AI video creation platform company Pictory recently announced a new feature that will help users create short, animated videos with the help of artifi…

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IDC MarketScape Crowns Future of CX Expo Speaker Verint as Leader in 2 Reports

By: Greg Tavarez    2/7/2024

Verint was recently named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor A…

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ITEXPO Keynoter Avaya's AI Platform Earns Top Spot in Industry Report

By: Greg Tavarez    2/5/2024

Avaya was recognized as a Leader in The Aragon Research Globe for Intelligent Contact Centers 2024.

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Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare

By: Tracey E. Schelmetic    1/29/2024

Verint recently announced the booking of a contract valued at more than $49 million from a leading U.S. healthcare company (unnamed in the release) to…

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Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering

By: Tracey E. Schelmetic    1/29/2024

Jersey Mike's officially has a new employee: SoundHound AI's voice-ordering system, which takes customers' sandwich orders and both automates and opti…

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IntelePeer Aims to Help Build a Roadmap to Customer Service Automation

By: Tracey E. Schelmetic    1/26/2024

The IntelePeer study was undertaken to help businesses develop a roadmap for the implementation of AI and automation in their customer service environ…

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Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution

By: Tracey E. Schelmetic    1/26/2024

Nearshore business process outsourcing (BPO) company Invictus BPO recently announced the acquisition of hosted call center management platform, Kunnec…

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