CUSTOMER NEWS
Cision Completes Acquisition of Social Listening Company Brandwatch
"Social listening" may sound like an old concept, but in today's customer environment, it's a high-tech process driven by artificial intelligence. Soc…
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Zappix Unveils 'Agent Assist' for Simplified Customer Service
In an effort to dramatically reduce call times and speed up customer interactions, Zappix has created "Agent Assist" to automate standard customer inq…
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Scorebuddy Quality Assurance Platform Provider Acquires CxMoments Text Analytics Solution
Last week, Dublin, Ireland-based Scorebuddy announced that it has acquired CxMoments, a fully integrated text analytics solution that uses artificial …
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Aceyus VUE Cloud Platform Makes Way to Amazon Marketplace
Aceyus has revealed the company's VUE Cloud platform is now available for purchase in the AWS marketplace.
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Talkdesk Study Finds Majority of CX Professionals Feel AI Future of Contact Centers
Talkdesk announced the findings of its latest report, The Future of AI in the Contact Center, which covers the increasing importance of artificial int…
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Dickies Launches AI-Powered Program for Personalized Online Fittings
Retailer Dickies has announced an AI-powered pilot program to provide its customers with personalized online fittings. Customers shopping at Dickies o…
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IntelePeer Awarded a 2021 CRM Excellence Award
IntelePeer, a leading Communications Platform as a Service (CPaaS) provider, announced today that TMC, a global, integrated media company, has named I…
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WorkWave Purchases Call Center Software Provider Slingshot
Workwave has announced the acquisition of Slingshot, providing customers with new resources to improve customer service quality and business operation…
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Importance of Delivering Omnichannel Customer Experience
Switching between various devices on a daily basis is a norm for 98% of the US shoppers, so businesses that strive to fully satisfy the customers' exp…
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GNC Adopts Verint Experience Management for Omnichannel Customer Experience Strategy
Customer experience management is a concept many companies struggle with today. While they know what the framework should look like, putting it into p…
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Clarabridge Intros AI-Augmented Quality Management Solution
Over the last year, the shift to remote work and online services has changed the landscape drastically for all. On the business side, contact centers …
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Securing Retail and POS Endpoints Efficiently
With physical retail re-opening, large retailers with hundreds or thousands of locations are rethinking their security strategies, especially when it …
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Can You Improve Cold Calling in 2021?
Here's a problem: cold calling is a tough business. The real reason some contact centers are more successful than others is not just because they have…
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TruConnect Discovers Cost Reductions Thanks to Five9 Solutions
Solutions by cloud contact center provider Five9 reportedly helped TruConnect lower call times and operating costs in only 3 months.
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AvalonBay Boosts Payment Infrastructure with Help from PCI Pal
AvalonBay has sought the services of PCI Pal to bring added security and call center features to the company's nationwide workforce.
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Levi Strauss Uses Google Business Messages to Improve Customer Experience
Denim company Levi Strauss & Co. is using Google Business Messages to enhance its customer experience and engagement strategy. The company partnered w…
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Tesla Apologizes for Arrogant Customer Service Response to Shanghai Incident
Tesla has come under fire in China for its alleged arrogant customer service response to an accident involving one of its vehicles. The automaker has …
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CUSTOMER Magazine Announces Winners of the 2021 CRM Excellence Awards
TMC announced the winners of its 22nd Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Salesforce Focusing on Customer Service from Anywhere
As the nation begins to re-open and adjust to post pandemic realities, business leaders are realizing that many of the digital technologies implemente…
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Contact Center 2.0: A Better Normal
Is it safe to go back to the office now? Should we go back? Do we need to? There are no definitive answers to these questions, but they are top of min…
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Adding video to your digital customer engagements
Leading brands are adding real-time video to digital customer engagements as a way to improve customer service and sales effectiveness. Forrester advi…
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How Verizon Was Able to Navigate the Transition to Remote Working While Maintaining a Top-Notch Customer Experience
Learn how Verizon navigated the COVID-19 pandemic to successfully and rapidly transition to a fully remote contact center environment.
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Talkdesk and Microsoft Continue Alliance for Delivery of Improved Personalization
Talkdesk and Microsoft will be continuing their strategic partnership to offer customers and call center agents more personalized experiences.
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Speech Technologies and the Impact on CX
How can contact centers leverage speech technologies to improve customer experience and agent performance?
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The Evolution and Acceptance of Speech Technologies
IVR has been an unpleasant experience for many, but speech technologies are changing the entire IVR and self-service customer experience and driving c…
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Authority Software Releases New Workforce Management Solution
Workforce management solutions play an important role in the day to day operations of a call center. They also help to support the long term goals of …
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NICE Ranked as WFM Market Share Leader in DMG Consulting Report
If call centers are considered the drivers of customer relationships in the twenty-first century, then workforce management technology is the engine. …
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New 311 Line Hopes to Improve Customer Service in Santa Monica
In an effort to provide more availability for non-emergency services, the city of Santa Monica has introduced a 311 service line for citizens.
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DMI Joins with Atento & NTT Data to Power Maryland COVID-19 Vaccination Support Center
In Maryland, digital transformation company DMI teamed with other tech providers - including Atento and NTT Data - to help power it's COVID-19 contact…
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How to Deliver Exceptional Customer Experience When Your Contact Center Agents Are Working Remotely
What can business leaders do to ensure their remote contact center agents don't experience technology disruptions that could damage customer experienc…
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Sonae MC Turns to Talkdesk for Operational Upgrade
Portuguese food retailer Sonae MC will be utilizing Talkdesk CX cloud to improve customer experience and modernize business operations.
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Phoenix Suns Utilize Verizon's BlueJeans for Digital Fan Engagement
The Phoenix Suns will be using Verizon's BlueJeans video solutions to provide fans with new ways to interact with the team.
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Figuring out the Best Tools for Creating and Growing Your Online Presence
An online presence is a must for today's businesses. With a few simple tips, your online business can shoot for the moon.
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Empower Your Staff to Handle Dissatisfied Customers on the Spot
Customers are bound to become dissatisfied. It's a fact of doing business. No matter what business you're in, how exceptional your products and servic…
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David's Bridal Now Offers 24 Hour Customer Support with LivePerson Chatbots
David's Bridal will now offer round the clock customer support using automated chatbots to improve customer experiences.
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HoduSoft Clinches the Prestigious 2021 CUSTOMER Magazine Product of the Year Award
HoduSoft announced today that TMC, a global, integrated media company, has named HoduCC as a 2021 CUSTOMER Product of the Year Award winner.
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Alorica Solutions Help MLB Win Two Stevie Awards
The MLB has earned two Stevie Awards thanks in part to its relationship with customer solution provider Alorica.
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Customers Offer Feedback on SpaceX's Starlink Customer Service
Customers are offering feedback on Starlink, the new satellite internet service from Elon Musk's SpaceX. While there have been some technical glitches…
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Parlance Receives 2021 CUSTOMER Magazine Voice Technology Excellence Award
Parlance announced today that TMC, a global, integrated media company, has named Parlance Service as a 2021 CUSTOMER magazine Voice Technology Excelle…
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Hospitality Industry Struggles with Risks to Customer Data
Hotel workers working remotely may be putting the industry at risk, due to minimal oversight and lack of technical security.
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Eleveo Receives 2021 CUSTOMER Magazine Product of the Year Award
Eleveo announced today that TMC, a global, integrated media company, has named Eleveo WFM as a 2021 CUSTOMER Product of the Year Award winner.
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Examining the Effect of Direct Mail on Casino Customer Visitation and Value
Without any loyal patrons, online and land-based casinos in the United Kingdom and worldwide wouldn't be able to keep their doors open. However, consu…
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LiveVox Releases Version 15 of Contact Center Platform
LiveVox's latest contact center platform update provides agents with unified channels to improve overall customer experience.
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Hapag-Lloyd Selects SITA's Customer Service Platform for Latest Customer Service Strategy
Hapag-LLoyd has teamed with SITA to improve customer service and remote communications for contact center agents.
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CUSTOMER Magazine Announces Winners of 1st Annual Voice Technology Excellence Awards
TMC announced today the winners of the 2021 Voice Technology Excellence Awards, presented by CUSTOMER magazine.
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TouchPoint One Wins 2021 CUSTOMER Magazine Product of the Year Award
TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, announced today that TMC, a glob…
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Comm100 Now Fully Integrated with Cisco Contact Center Solutions
Comm100 has announced it is now successfully integrated within Cisco Contact Center Solutions.
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Survey Reveals Diminishing Tolerance for Slow Customer Service During Pandemic
New research reveals that dependence on automated call centers can cause negative customer perceptions of businesses.
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VOZIQ Wins 2021 CUSTOMER Product of the Year Award
VOZIQ, a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today tha…
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New Survey Reveals Customer Service Frustrations in Asia-Pacific Region
A survey created by Uniphore points out that customers are increasingly dissatisfied with call center delays brought on by the pandemic.
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