CUSTOMER NEWS
Verint Announces Top Five Bank Customer for its Open Platform
Customer experience (CX) automation solutions provider Verint has announced that a top five U.S. bank has chosen the Verint Open Platform to increase …
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Marchex Announces New Engagement with Luxury Auto Brand
AI conversational intelligence company Marchex has announced a multi-year engagement with a major international luxury automotive brand customer.
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Ada Announces New Capabilities for Upskilling its AI Agent
AI-native customer service automation company Ada recently announced a series of management and coaching capabilities that upskill its AI Agent and he…
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Abstrakt Partners with Intelligent Contacts for Collections Solution
Real-time call guidance and automated QA software solutions provider Abstrakt Corp. announced that the company now integrates with cloud contact cente…
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Affinity Plus Credit Union Adopts NovelVox Contact Center Solution
To improve its capabilities in overall handling time and customer satisfaction, Affinity Plus, a not-for-profit cooperative financial institution base…
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Launchware Announces Two New Virtual Agent Solutions
AI-powered customer service solutions Launchware recently announced the launch of two new solutions, AI Phone Agents and Dispatch AI.
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Teams Gets a Customer Service Upgrade: Intermedia Contact Center Achieves Certification
Intermedia announced that its Intermedia Contact Center achieved certification for Microsoft Teams.
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Alorica Strengthens Latin American Footprint with New Contact Center in Paraguay
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
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
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'
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Acqueon and Cresta recently entered a partnership and launched a unified solution, Acqueon Guidance powered by Cresta.
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