CUSTOMER NEWS
Be Our Guest: Unified Office Invites Hoteliers to Put Their Magic to the Test
At ITEXPO, MSP and tech innovator Unified Office unveiled a real-time communications in-room concierge service platform.
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Conversational AI is an Opportunity for MSPs
There is an opportunity to implement AI and automation to help MSPs overcome the challenging demand from customer base.
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One Key Thing That Can Help You Enhance Your Video Streaming Service
The video streaming industry is growing and evolving. The number of OTT platforms is mushrooming, and viewers need to choose which video streaming ser…
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Are You Reaching Your Full Potential As A Manager?
Many workers rightly aspire to be promoted to manager status during their careers. It's a noble goal to aim for. That said, some employees don't pl…
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Skip the Line at the Bag Check Counter: Clickatell Launches Chat 2 Pay with FlySafair
FlySafair is utilizing Clickatell's Chat 2 Pay feature that allows its customers the convenience of effortless mobile payments via a WhatsApp channel.
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Engage with Customers through QR Codes with Openscreen's All-in-One Solution
Openscreen added rich online publishing capabilities to give companies, brand and venues a turnkey system to design, launch and track QR code programs…
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Two-Thirds of Customers Will Consider Switching Brands After a Negative Interaction
Medallia recently revealed the findings of a new report titled, "The New Customer Expectations for the Contact Center: Understanding the Key Factors S…
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Contact Center Matters: Keeping Your Agents Efficient and On-Track
One of the most crucial aspects of running a contact center (or a call center) is ensuring your agents are as productive and efficient as they can be.…
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NICE and Cognizant Open Door to CX Growth Opportunities
NICE and Cognizant launched a global strategic go-to-market partnership to accelerate CX transformation.
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A Majority of Customers Are Disappointed in Chatbot Experiences
Cyara released a study this week that shows while most customers want to use chatbots for automated support, many businesses fail to deliver positive …
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Keep Customer Records Accurate through OneBill and HubSpot Integration
A new OneBill and HubSpot integration gives businesses the peace of mind that their customer records are accurately duplicated and kept up to date in …
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Observe.AI Guides Agents in Real Time
Observe.AI's Real-Time AI introduces end-to-end conversation intelligence to the contact center that maximizes agent performance and productivity.
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NEC and T-Metrics Collab on Seamless On-Premises Contact Center Solution
NEC and T-Metrics are in an alliance that provides maximum control over the ability to deliver seamless contact center experiences within an on-premis…
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Your Customer Support Solution's Chatbot May Be Putting Off B2B Buyers
AI conversation automation company Conversica Inc. announced the findings of a new survey titled, "Chatbot Experience: How Satisfied Are Enterprise Bu…
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ICC Provider Five9 Recognized Among Aragon Leaders
Five9 is named a leader for its strengths in omnichannel, no-code IVA development, full support for digital and voice channels.
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Experian Highlights 2023's New Fraud Initiatives for Scammers
This year's annual predictions from Experian show that fraudsters will use new deception techniques to outsmart businesses and deceive consumers.
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Capacity and Textel Bring Conversational AI to SMS
Capacity acquired Textel to optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base. Capacity i…
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Digital-Native Merchants Need an Appropriate Customer Service Strategy
Whether relying on internal staff or a well-resourced BPO, digital organizations should examine several concepts to deliver exceptional customer exper…
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Salesforce Adds New Technology to Salesforce for Retail to Accelerate Time to Value
Salesforce recently announced innovations to help retailers grow and optimize advertising sales, gain a single view of transactions across digital and…
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Upscale Grocery Chain, The Fresh Market, Implements VoCoVo Telephony Headsets for Employees
Specialty grocer The Fresh Market recently implemented UK-based VoCoVo's lightweight wireless headsets with telephony abilities in 44 stores as it con…
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Deltapath Customers Gain 360-view of Customer Journey
Deltapath launched Deltapath for Salesforce CTI Integration on Salesforce AppExchange, empowering customers with a 360-degree view of the caller.
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Sprinklr Announces Partnership with Samsung Commercial Display Division for Digital Signage
Unified customer experience management platform company Sprinklr has announced that it is now an official Software Partner for Samsung's global displa…
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Study Finds Many Companies Are Missing a Good Outbound Strategy
A new study by Forrester Consulting found that respondents' top business goals include a focus on improving the customer experience and that outbound …
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FBI Working with India's CBI and Interpol to Stem Indian Call Center Scams
The FBI is stepping up its efforts to stem the scams by appointing a permanent representative at the U.S. embassy in New Delhi.
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Visual Self-Service Company Zappix Announces Two New Customers
Zappix offers visual self-service solutions to improve customer service and engagement experiences.
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Opportunities and Barriers in Digital Transformation in Manufacturing
Valtech partnered with Gartner Peer Insights to tap into the mood about the current state of progress in digital transformation and the challenges of …
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Kaleyra Chatbots Make WhatsApp Business Appearance
Kaleyra is helping WhatsApp Business to allow businesses to create advanced conversational experiences through a new lineup of chatbots.
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Research Advisory Firm Releases Blueprint for CIO Success
Info-Tech Research Group released its new blueprint titled "Key Metrics for Every CIO" to help companies define and narrow down the metrics that suppo…
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Casey's General Stores Improves Marketing Automation with Salesforce Technology
Casey's General Stores sends more than 1 billion marketing messages to their more than 5.5 million Rewards loyalty members this year.
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Using Technology to Reduce Guest Friction in Restaurants
People live fast-paced lifestyles thanks to technology, which is why they hate queuing in real life. When guests visit your restaurant, the last thing…
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As More Sophisticated Consumer Electronics Products Enter the Market, Can Customer Care be Simplified?
With Experience Builder, organizations can now rapidly design and deploy intelligent and immersive self-guided instructional experiences.
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Verint Intelligent Interviewing Solution Receives Accolades
Verint Intelligent Interviewing is a component of Verint Workforce Management that identifies candidates who are more likely to exceed KPIs.
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Businesses Rethink Customer Experience Strategies
Businesses must engage with customers more on an individual level to build a deeper relationship.
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Verint Announces FYE 2023 Results, Driven by SaaS Offering
Despite an uncertain economic climate, businesses continue to invest on customer experience and SaaS-based CX solutions.
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Factors To Consider When Choosing An Interactive Display For Schools
The interactive display industry has expanded rapidly over the past few years. With increasing consumer demand for connected devices, there is an insa…
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Voya Builds on AI Chatbot Initial Success
Following its initial success from its first year after launch, Voya is focused on building out the Voya PAL chatbot experience with future enhancemen…
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Are You Handling Customer Service Wrong? Here's How To Get It Right.
Customer service is the support a business offers to customers before, during, and after their purchase. Based on the interaction with your support te…
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Verint Updates Compliance Recording Integration with Microsoft Teams
Verint Interaction Recording, which was certified for Microsoft Teams in October, helps companies manage the complexities of compliance.
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MoEngage Improves Real-Time Delivery of Multichannel Alerts
MoEngage Inform is a unified messaging infrastructure that enables brands to build and manage multichannel transactional alerts through one API.
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TMC Announces Winners of the 2022 CUSTOMER Magazine TMC Labs Innovation Award
TMC announced today the winners of the 2022 TMC Labs Innovation Award, presented by TMC's CUSTOMER Magazine.
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2022 CUSTOMER TMC Labs Winners Driving Exceptional Experiences
TMC's CUSTOMER magazine recognizes the winners of its annual TMC Labs CUSTOMER Innovation Awards. These companies are improving contact center experie…
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Call Centers Can Reduce Holiday Retail Stress with Automation
To fill service gaps, contact centers are bringing intelligent automation online to help reduce the pressure on live agents and deliver exceptional cu…
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Simplr Disrupts BPO Market with AI-enabled Platform
Simplr launched the EngageNow Suite to transform customer experience organizations into cost-efficient, revenue-generating programs that exceed custom…
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CallMiner and Zoom Deepen Customer Insights
CallMiner's new integrations with Zoom Contact Center and Zoom Phone expand the conversation types that are ingested and analyzed by the CallMiner pla…
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Klaviyo's AI Assistant Simplifies SMS Copywriting
Klaviyo created a new tool, SMS Assistant, that uses machine learning to simplify text message copywriting.
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BPO Giant Teleperformance Buys Recruitment Processing Outsourcing Company PSG
Paris, France-based outsourced call center services and BPO giant Teleperformance has acquired PSG Global Solutions for approximately $300 million.
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Forget Call Centers, Contact Centers are the Future
Instead of relying on just the telephone, contact centers are multi-channel facilities that use several forms of communication to talk to their custom…
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Customer Service Managers Brace for Frigid Winter
Sixty percent of customer service managers predict "the toughest winter yet" as they worry about losing customers in the run up to the holidays.
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Salesforce Updates Contact Center Solution
Agents need tools to provide holistic customer information, reduce resolution times, deliver more personalized service, and improve customer satisfact…
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Is Customer Service the Same as Customer Support?
Customer service and customer support are two terms that are often used interchangeably. Understanding their differences can be a challenge. Let's exa…
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