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CUSTOMER NEWS

Vonage Study Highlights Customer Frustrations with Support Experiences

By: Tracey E. Schelmetic    1/25/2024

The research arm of cloud communications company Vonage recently released its "Global Customer Engagement Report 2024."

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Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers

By: Tracey E. Schelmetic    1/25/2024

Omnichannel contact center platform and UC provider Broadvoice, which offers managed service solutions to small and mid-market enterprises and BPOs, h…

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7 Types of Liability Small Businesses Should Be Aware of and How to Protect Themselves

By: Contributing Writer    1/18/2024

Starting a business is an exciting venture, but it's crucial to understand the various types of liabilities that come along with it. Small business li…

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Birdseye Secures $3M to Personalize Shopping with AI-Powered Customer Targeting

By: Greg Tavarez    1/16/2024

Birdseye secured $3 million in seed funding from Drive Capital to change how brands and retailers target customers with personalized shopping experien…

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Futureproof Your CX Strategy at Future of CX Expo 2024

By: Greg Tavarez    1/11/2024

Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, will bring together CX practitioners and technology innovators to h…

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NICE Announces the Closing of LiveVox Acquisition

By: Tracey E. Schelmetic    1/1/2024

Contact center company NICE has announced the completion of its acquisition of LiveVox.

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Talkdesk Debuts Support Solution Designed for Higher Education

By: Tracey E. Schelmetic    12/29/2023

Contact center solutions provider Talkdesk recently announced a new industry-specific packaged solution: Talkdesk Education Smart Service.

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MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs

By: Tracey E. Schelmetic    12/28/2023

Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI…

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What Are the Essential Elements to Include in Your Business Contract?

By: Contributing Writer    12/27/2023

A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …

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What Are the Essential Elements to Include in Your Business Contract?________________________________________

By: Contributing Writer    12/27/2023

A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …

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Genesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences

By: Greg Tavarez    12/27/2023

Genesys recently announced that its Genesys Cloud platform achieved authorization under the State Risk and Authorization Management Program, or StateR…

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Future of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release

By: Greg Tavarez    12/27/2023

NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.

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Recipients of the 2023 CUSTOMER Contact Center Analytics Product of the Year Award Announced

By: CustomerZone360 News    12/21/2023

The Contact Center Analytics Products of the Year Award recognizes vendors that effectively demonstrated that their solution empowers businesses to ha…

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MSP NUSO Acquires Italian SaaS Company Mida Solutions

By: Tracey E. Schelmetic    12/21/2023

Missouri-based proprietary cloud communications service provider NUSO recently announced the acquisition of Italian-based Mida Solutions S.r.l., a sof…

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AI in Retail: How Is Artificial Intelligence Changing the Retail Industry?

By: Contributing Writer    12/21/2023

Artificial intelligence is slowly revolutionizing most industries - according to the IBM Global AI Adoption Index, AI is now being used by 35% of comp…

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Kiwi.com and Future of CX Speaker Vonage Partner to Keep Travelers Informed Every Step of the Way

By: Greg Tavarez    12/21/2023

Kiwi.com announced it is leveraging Vonage's SMS API to engage with customers wherever they are in a timely manner for better engagement and a better …

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Zenarate Expands AI-Driven Coaching Platform with Call Analyzer

By: Tracey E. Schelmetic    12/21/2023

AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer.

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Future of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader

By: Greg Tavarez    12/20/2023

NICE CXone was recently named the outright Leader in ISG Provider Lens CCaaS 2023 report.

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Coveo's Relevance Generative Answering Solution, Now Generally Available

By: Tracey E. Schelmetic    12/20/2023

Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15.

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Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub

By: Tracey E. Schelmetic    12/19/2023

Cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create s…

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CCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028

By: Greg Tavarez    12/18/2023

A new report from Juniper Research, a telecoms market intelligence firm, forecasts explosive growth in the CCaaS market, with subscription revenue soa…

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CommBox Debuts Generative AI Chatbot Support for the Call Center

By: Tracey E. Schelmetic    12/13/2023

AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organiza…

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Examining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers

By: Tracey E. Schelmetic    12/13/2023

Customer engagement solutions provider Waterfield Tech has released new research findings that highlight a disconnect between customer experience (CX)…

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8x8 Inc. Introduces Sales Assist for Retailers

By: Tracey E. Schelmetic    12/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced 8x8 Sales Assist for retailers.

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Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls

By: Tracey E. Schelmetic    12/12/2023

Call engagement company CleverTap recently announced the launch of Signed Call, its new VoIP-enabled, in-app voice capability for trusted and contextu…

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IDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software

By: Greg Tavarez    12/12/2023

Genesys was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.

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Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions

By: Tracey E. Schelmetic    12/11/2023

Speech recognition technology solutions provider Deepgram recently announced a partnership with communications and technology solutions provider Black…

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Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents

By: Tracey E. Schelmetic    12/7/2023

Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS's cloud contact center.

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Limango Future-Proofs Contact Center Operations with NICE CXone

By: Greg Tavarez    12/6/2023

Limango selected NICE CXone as the foundation for its contact center operations to drive operational efficiency and deliver positive customer experien…

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Analyzing How CRM is Key to Success in the Hospitality Industry

By: Contributing Writer    12/6/2023

Hotel CRM is linked with improving performance and standing out of the crowd of other hotels next door. There is so much data floating around in the h…

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E-MetroTel Introduces InfinityOne-Powered Omnichannel Contact Center for Better Customer Engagement

By: Greg Tavarez    12/6/2023

E-MetroTel customers can now manage incoming queries and communication across multiple media interfaces to provide a consistent user experience as the…

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Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions

By: Tracey E. Schelmetic    12/6/2023

Virtual queue management and appointment scheduling solutions provider Qtrac recently announced that it entered a partnership with Mint Group, an Azur…

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Picture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses

By: Greg Tavarez    12/5/2023

Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.

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Cyara Acquires AI Testing Company QBox

By: Tracey E. Schelmetic    12/5/2023

AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…

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Future of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement

By: Greg Tavarez    12/4/2023

The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…

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Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations

By: Tracey E. Schelmetic    12/4/2023

Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…

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Operata Introduces New Suite of Tools to Further Customer Experience Observability

By: Tracey E. Schelmetic    12/4/2023

Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…

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Club Med Expands Deployment of NICE CXone Following Positive Results

By: Tracey E. Schelmetic    11/22/2023

All-inclusive resort company Club Med recently expanded its deployment of NICE's CXone solution into its global operations, providing advanced remote …

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Twilio and Nylas Partner on Improved Call Center Access to Communication Tools

By: Tracey E. Schelmetic    11/22/2023

Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongs…

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Strategic Leadership Boost: ITEXPO Keynoter Avaya Expands C-Suite for Accelerated Global Innovation and CX Excellence

By: Greg Tavarez    11/20/2023

Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.

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Dubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks

By: Greg Tavarez    11/16/2023

DEWA, by using Avaya technology, transformed its Customer Care Centre into an "Integrated Digital Interactive Hub," a platform that gives customers ac…

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SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement

By: Tracey E. Schelmetic    11/15/2023

Vonage recently announced that SuperPhone is helping brands increase engagement with customers, drive revenue and grow their business.

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TELUS International and Five9 Expand Partnership for CCaaS Platform

By: Tracey E. Schelmetic    11/14/2023

Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to laun…

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Certinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience

By: Greg Tavarez    11/14/2023

Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point…

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Customer Acquisition Cost Dilemma Linked to Dark Social

By: Greg Tavarez    11/14/2023

SimplicityDX research reveals a common trend in brands directing traffic to product detail pages as their preferred landing destination.

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Five9 Releases Custom Cloud Contact Center Solution for Student Engagement

By: Tracey E. Schelmetic    11/14/2023

Five9 OneStudent aims to redefine student engagement so higher education institutions can adapt and thrive as they experience unforeseen pressures and…

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CallMiner Announces New Generative AI Features to Manage and Enhance Data

By: Tracey E. Schelmetic    11/13/2023

Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform.

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Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment

By: Tracey E. Schelmetic    11/13/2023

AI conversation intelligence company Marchex recently announced that it has launched its Call Summary and Sentiment Suite capabilities.

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Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers

By: Tracey E. Schelmetic    11/10/2023

Broadvoice, which provides hosted voice, UCaaS and CCaaS solutions for BPOs, recently announced a new program called CXHub, in partnership with global…

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Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season

By: Tracey E. Schelmetic    11/10/2023

New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.

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