Avaya, Microsoft Deliver Avaya OneCloud Solutions on Microsoft Azure

By: Greg Tavarez    5/10/2022

The Avaya and Microsoft partnership will continue to help customers' initiatives in the cloud.

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MSP CloudHesive Acquires AWS Cloud Contact Center Provider Dextr

By: Tracey E. Schelmetic    5/6/2022

Powered by Amazon Connect, Dextr combines a full-agent dashboard with a library of cloud services at an affordable price.

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Is This the End of the Cold Call?

By: Special Guest    5/5/2022

The traditional method of telemarketing is no longer - now businesses can use enhanced data analytics and optimized cloud call center software to brin…

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Google Says No More to Call Recording Apps

By: Stefania Viscusi    4/29/2022

In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…

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AI's Role in Call Center Training

By: Stefania Viscusi    4/28/2022

Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…

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Observe.AI Funding Round Expected to Advance AI-Driven Call Center Technology

By: Tracey E. Schelmetic    4/22/2022

This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…

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LiveVox Launches New Channel Program for MSPs

By: Tracey E. Schelmetic    4/21/2022

LiveVox has announced a new channel program to expand its CCaaS suite to more MSPs, master agents, and other partners.

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Everything Has a Price: How Dynamic Pricing Will Shake up the Retail Market

By: Special Guest    4/20/2022

A dynamic pricing system is the automated pricing of appointment time slots, based on how much a consumer is willing to pay at a specific time for a s…

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SPI Software Teams with ConnectionsGRP for New SPI Connect Platform

By: Stefania Viscusi    4/20/2022

The Hyperscale Communications Platform adds a cloud-based messaging module into SPI's timeshare and vacation ownership application software, driven by…

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TII Intros Arabic NLP Model NOOR

By: Stefania Viscusi    4/20/2022

Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…

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Chat Becoming Powerful Tool Driving CX, Business Revenue and Growth

By: Laura Stotler    4/11/2022

A new report from Clickatell reveals most customer service representatives are using chat to improve the customer experience (CX) as well as drive bus…

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Salesforce Addresses Demands of Digital Customers with Slew of New Services

By: Maurice Nagle    4/8/2022

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

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Breezeline Launches Mobile App to Improve Customer Experiences

By: Stefania Viscusi    4/7/2022

The launch of the new app, according to company officials, is part of a plan in place to transform customer experiences using digital tools. The goal …

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Gaming Laboratories International Announces New Hire for Customer Service

By: Tracey E. Schelmetic    4/6/2022

In the electronic gaming and lottery business, certification is vital to ensure that all gaming products meet region's stringent standards and local t…

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Disney Customers Complain About Long Waits for Customer Service

By: Laura Stotler    4/4/2022

An increasing number of Disney World customers are complaining about hours-long hold times and unskilled customer service representatives fielding the…

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Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution

By: Tracey E. Schelmetic    4/4/2022

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

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Thai Government Agency to Adopt AI

By: Stefania Viscusi    4/1/2022

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

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Semafone Partners with Talkdesk for PCI Data Security

By: Tracey E. Schelmetic    3/31/2022

Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…

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How to answer customer queries in the most effective way

By: Contributing Writer    3/28/2022

The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowl…

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NICE Actimize Introduces SaaS Risk Analysis Solution for Financial Services

By: Tracey E. Schelmetic    3/24/2022

To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …

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Dialpad Includes New Enhancements to AI Contact Center

By: Luke Bellos    3/22/2022

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

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Infobip Adds SMS, WhatsApp Features for Adobe Commerce

By: Luke Bellos    3/21/2022

Cloud communications company Infobip announced SMS and WhatsApp messaging capabilities are now included for Adobe Commerce users. Service agents can c…

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CRMNEXT, Wescom Resources Group Partner for CRM Solution

By: Luke Bellos    3/17/2022

Financial CRM solution provider CRMNEXT and credit union technology solution company Wescom Resources Group co-announced a strategic partnership.

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Recipients of the 2022 CUSTOMER Product of the Year Award Announced

By: CustomerZone360 News    3/16/2022

TMC announced today the winners of the 2022 CUSTOMER Product of the Year Award, presented by CUSTOMER magazine.

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IRS Leans on Chatbots to Improve Citizen Experience

By: Luke Bellos    3/16/2022

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

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TouchPoint One Brings Basketball to Contact Center Performance Challenge

By: Tracey E. Schelmetic    3/15/2022

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

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InteractiveTel Unveils TotalCX Platform

By: Luke Bellos    3/14/2022

InteractiveTel announced the launch of the TotalCX Customer Experience Platform for automotive dealers.

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IRS Opens Office Dedicated to Improving Taxpayer Customer Experiences

By: Stefania Viscusi    3/11/2022

The new office will offer assistance for service, compliance, and other tax-related programs, working together with other units of the IRS and the Tax…

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Verint Scores High In Customer Satisfaction

By: Luke Bellos    3/11/2022

Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…

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Technology Helps Solve Call Center Staffing Crises

By: Tracey E. Schelmetic    3/10/2022

Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …

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4 types of call center KPIs and how to use them

By: Contributing Writer    3/10/2022

The hallmark of a strong call center is that it not only helps your company fulfill its mission, but also ensures employee and customer satisfaction. …

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Level AI Generates $20 Million in Series B Funding

By: Luke Bellos    3/4/2022

AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…

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Call Center Troubles Plague the U.S. Park Police Dispatch Center

By: Stefania Viscusi    3/4/2022

A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…

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Calabrio WFM Transforms Cazoo Contact Center Operations

By: Luke Bellos    3/2/2022

UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio's workf…

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Chatbot Automation Causing Customer Frustration

By: Luke Bellos    3/2/2022

The importance of customer service cannot be overstated. That said, companies of all sizes turned to chatbots when labor shortages struck, and this ch…

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Consumers Prefer Chatbots Over Web Browsing

By: Luke Bellos    2/28/2022

If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…

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AXA UK Is Staying with Content Guru to Expand Customer Experience Capabilities

By: Stefania Viscusi    2/25/2022

For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…

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Rio Grande Governments Council Chooses Carbyne for Cloud 911 Contact Center

By: Luke Bellos    2/25/2022

Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…

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AnswerNet Closes Quality Contact Solutions Acquisition

By: Luke Bellos    2/25/2022

Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …

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Genesys and Thrive Partner To Support Call Center Agent Wellbeing

By: Tracey E. Schelmetic    2/23/2022

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…

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Vitech Intros CampaignCenter Solution

By: Luke Bellos    2/23/2022

Vitech, a global provider of cloud-based administrative software, announced the launch of the CampaignCenter solution for the V3locity CRM platform.

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CarahSoft, Cyara to Offer Public Sector CX Solutions

By: Luke Bellos    2/18/2022

Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…

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An Account Manager in a software & hardware outsourcing development company

By: Contributing Writer    2/18/2022

To be successful every software & hardware development company should have both technical and business proficient crews. Account managers, as business…

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Improving the Attractiveness of Your Small Business in Texas

By: Contributing Writer    2/18/2022

Just about every industry across the planet is experiencing increased competition and, therefore, a reduction in the number of applicants for new role…

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OutPLEX and Comm100 Partner for AI-Driven Digital Customer CX

By: Tracey E. Schelmetic    2/16/2022

Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…

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Can Smart Home as a Service Solutions Improve Customer Experience and Deepen Relationships?

By: Special Guest    2/15/2022

Smart home technology is anything but new. As far back as the 1930s, visionary inventors spoke of home automation technologies following the dramatic …

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BraynCX Aims to Assist Labor Shortages Through Digital Tech

By: Luke Bellos    2/10/2022

BraynCX leaders recognize contact center labor shortages will likely be a concern for the foreseeable future, they hope to launch the first ever autom…

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Is Customer Service a Good Career Choice for You?

By: Contributing Writer    2/9/2022

People all have their own ideas of the perfect career choice, and while some people love to work on their own in solitude, others love to work with ot…

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Calabrio Announces Add-on Module for Agent Coaching

By: Tracey E. Schelmetic    2/9/2022

To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent perform…

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MySize Combines Digital and Physical Retail Experiences with Smart Mirror

By: Luke Bellos    2/9/2022

MySize, a developer of AI-powered apparel-measurement technologies, announced the launch of the FirstLook Smart Mirror: an interactive mirror display …

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