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CUSTOMER NEWS

Infobip Announces the Availability of RCS Messaging for MNOs With New API

By: Tracey E. Schelmetic    7/19/2024

Global cloud communications platform Infobip announced that it is the first company to offer A2P RCS Messaging for North America through a new API.

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Top Retailer Uses Verint's Bot to Find Top Contact Center Talent

By: Greg Tavarez    7/19/2024

A Top 10 U.S. retailer used the Verint Interviewing Bot to reduce its hiring costs across approximately 2,000 new agent hires annually after deploying…

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Intermedia Introduces Archiving Solution for Improved Access to Contact Center Interactions

By: Tracey E. Schelmetic    7/18/2024

AI-powered collaboration solutions provider Intermedia Cloud Communications recently announced the launch of Intermedia Archiving for its omnichannel …

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Orange Cyberdefense Deploys NICE CXone to Eliminate Silos in CX Operations

By: Tracey E. Schelmetic    7/17/2024

Orange Cyberdefense recently chose NICE CXone to simplify mission-critical service operations for its customers across nine countries and sixteen site…

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Best Business Automation Solutions in 2024

By: Contributing Writer    7/15/2024

This article reviews some of the most promising business automation solutions for 2024, from affiliate marketing to digital products.

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Katana Poll Explores Consumer Attitudes Toward Chatbots

By: Tracey E. Schelmetic    7/15/2024

A new survey from Katana takes a look at customers' real sentiments towards AI-powered chatbots.

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SuccessKPI and ConnectGen Partner for CCaaS Accelerator Solution

By: Tracey E. Schelmetic    7/15/2024

Cloud-based contact center and customer experience (CX) platform provider SuccessKPI, Inc. has announced that it is partnering with fellow Amazon Web …

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TSD Partnerships, Including 2 ITEXPO Diamond Sponsors, Fuel UJET's Growth in AI-powered Contact Centers

By: Greg Tavarez    7/11/2024

To further accelerate growth, UJET announced an exclusive partnership model with its Technology Services Distributors, or TSDs: Intelisys, Avant and T…

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Teneo.ai Announces Implementation of its Technology by a Fortune 500 Company

By: Tracey E. Schelmetic    7/11/2024

Al-powered conversation platform Teneo.ai recently announced the adoption of its technology by a large client, an unnamed Fortune 500 company.

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Sinch Debuts Expanded Messaging Offering on Salesforce AppExchange

By: Tracey E. Schelmetic    7/11/2024

Earlier this week, cloud communications solutions provider Sinch announced its Sinch Omnichannel Connector on Salesforce AppExchange.

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Next-Gen Cloud Capabilities for Today's Businesses, Courtesy of Hivelocity

By: Alex Passett    7/9/2024

Hivelocity, a provider of high-performance cloud hosting, VPS, dedicated services, cloud object storage and server management solutions, has announced…

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ZeroGPT.com: A Comprehensive Suite of AI Tools for Modern Users

By: Contributing Writer    7/8/2024

The advent of artificial intelligence has brought forth a multitude of tools designed to enhance productivity, creativity, and communication. Among th…

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Pipeliner Announces Updated Features for Voyager AI Gen Solution

By: Tracey E. Schelmetic    7/8/2024

Pipeliner CRM recently announced the launch of its Voyager AI Gen II platform, which adds new features such as Voyager Summary, Voyager Sentiment, Voy…

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Workflow Automation Team at Rocketlane Announces $24 Million in Funding

By: Tracey E. Schelmetic    7/2/2024

Workflow automation platform Rocketlane recently announced a $24 million Series B funding round as the company expands opportunities for professional …

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Humach Announces Digital Agent and Digital Assist Solution for Live Agents

By: Tracey E. Schelmetic    7/2/2024

Customer experience (CX) automation solutions provider Humach recently announced the launch of mAI Pilot, the company's AI platform designed to improv…

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NICE Releases 2024 International Happiness Index to Evaluate CX Impacts

By: Tracey E. Schelmetic    7/1/2024

NICE recently published a report called the 2024 International Happiness Index, the company's inaugural research highlighting the opportunity gap betw…

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Verint's IVA Solution Helps Travel Company Achieve Self-Service Containment of 95%

By: Tracey E. Schelmetic    6/28/2024

A leading U.S. travel company recently announced that it has been using Verint bots to achieve successful self-service containment of 95% of their cus…

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GOCare and LiveOak Fiber Partner for Digital Customer Engagement

By: Tracey E. Schelmetic    6/27/2024

SaaS digital experience solutions provider GOCare recently announced a partnership with LiveOak Fiber.

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Forrester's CX Index Finds Declining Customer Experiences

By: Tracey E. Schelmetic    6/27/2024

According to Forrester's US Customer Experience Index (CX Index) rankings, customer experience (CX) quality among brands in the U.S. sits at an all-ti…

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Brandwatch Adds Case Management Feature to its Social Media Suite

By: Tracey E. Schelmetic    6/26/2024

Social media intelligence company Brandwatch has announced a new Case Management feature within its social media suite.

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Genesys and Lighthouse Works Partner on Contact Center Solution for the Visually Impaired

By: Tracey E. Schelmetic    6/25/2024

Customer experience (CX) solutions provider Genesys recently partnered with business process outsourcing company (BPO) Lighthouse Works to help increa…

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Contentsquare Launches New Customer Experience Intelligence Platform

By: Tracey E. Schelmetic    6/21/2024

Contentsquare recently announced its new Experience Intelligence platform, which connects four analytics domains that are typically siloed.

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Convoso Prioritizes Product Innovation with Team Reshuffle

By: Greg Tavarez    6/20/2024

Convoso announced it made some changes to further energize and focus the core driver of the company, product innovation and development.

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How is AI Changing Call Center Services?

By: Contributing Writer    6/19/2024

Call centers have historically been innovation hubs, using advanced audio equipment and tailored software solutions to enhance operational efficiency …

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Flowcode Reimagines Product to Help Companies Connect Offline and Online Experiences

By: Tracey E. Schelmetic    6/18/2024

Marketing technology platform provider Flowcode recently released a reimagined product designed for marketing and analytics teams at Fortune 1000 comp…

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Convoso's CallCatalyst Optimizes Manual Dialing

By: Greg Tavarez    6/17/2024

Convoso's CallCatalyst offers a way to achieve efficient dialing via manual human intervention.

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Big Data Analytics Use Cases in Financial Services: Features Toolkits and Skillsets

By: Contributing Writer    6/17/2024

Big data analytics has changed banking. It gives banks the tools to understand customers, manage risk, and improve efficiency. Data volumes continue t…

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CUSTOMER Magazine Announces Winners of the 2024 Contact Center Technology Award

By: CustomerZone360 News    6/13/2024

Contact Center Technology Award winners have been chosen on the basis of their product or service's ability to help enterprise and outsourced contact …

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Talkdesk Releases Latest Version of its Global Contact Center KPI Benchmark

By: Tracey E. Schelmetic    6/12/2024

AI-based contact center solutions provider Talkdesk recently announced its latest Talkdesk Global Contact Center Key Performance Indicator (KPI) Bench…

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Verint Announces Adoption of Coaching Bots by Multinational Bank

By: Tracey E. Schelmetic    6/12/2024

Customer experience automation company Verint recently announced that a renowned multinational bank is using its Verint Coaching Bot to help its conta…

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Zoho's New Product Aims to 'Democratize' CRM for Everyone

By: Tracey E. Schelmetic    6/11/2024

CRM solutions provider Zoho Corporation recently announced the preview of its Zoho CRM for Everyone product, a new set of capabilities aimed at democr…

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Readymode iQ Tackles Modern Call Center Challenges

By: Tracey E. Schelmetic    6/11/2024

Predictive dialing solutions provider Readymode recently announced the release of Readymode iQ, its enhanced call center platform that features new di…

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Five9 and Salesforce Extend Relationship for AI Customer Experience Solution

By: Tracey E. Schelmetic    6/10/2024

CX solutions provider Five9 recently announced a new development in its 15-year collaboration with Salesforce that will deliver additional AI-powered …

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Verint Announces Top Five Bank Customer for its Open Platform

By: Tracey E. Schelmetic    5/31/2024

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

By: Tracey E. Schelmetic    5/30/2024

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

By: Tracey E. Schelmetic    5/30/2024

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

By: Tracey E. Schelmetic    5/30/2024

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

By: Tracey E. Schelmetic    5/29/2024

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

By: Tracey E. Schelmetic    5/29/2024

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

By: Greg Tavarez    5/28/2024

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

By: Greg Tavarez    5/22/2024

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

By: Tracey E. Schelmetic    5/21/2024

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

By: Tracey E. Schelmetic    5/21/2024

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'

By: Tracey E. Schelmetic    5/20/2024

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

By: Tracey E. Schelmetic    5/20/2024

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

By: Tracey E. Schelmetic    5/17/2024

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

By: Tracey E. Schelmetic    5/17/2024

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

By: Tracey E. Schelmetic    5/13/2024

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

By: Tracey E. Schelmetic    5/10/2024

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

By: Tracey E. Schelmetic    5/10/2024

AI-powered customer interaction solutions provider Marchex recently announced the launch of its Sentiment Suite product offering across multiple appli…

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