CUSTOMER NEWS
Building Loyalty through Superior CX: A Look at 8x8's XCaaS Enhancements
With customer loyalty at an all-time low, 8x8 has announced enhancements to its XCaaS platform to help businesses drive better CX and improve retentio…
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SharpenCX Acquires Omnichannel Messaging Solution Webtext
SharpenCX announced it has completed the acquisition of Galway, Ireland-based Webtext, an omnichannel messaging solution.
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Boost.ai's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience
Boost.ai has introduced Version 12 of its platform, the first of a series of planned updates by the company to incorporate LLM-enriched features.
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Digital Marketers Miss Out on Revenue Opportunities Without AI
Without added insights from AI, digital marketers were unable to consistently identify the highest performing message, according to a Persado study.
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From Failing to Fabulous: Establishing A High-Performance Contact Center Culture in Today's Turbulent Climate
The COVID-19 pandemic accelerated digital transformation in healthcare that drove more intelligent and automated omnichannel contact center strategies…
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Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI
A new Gartner poll found that 45 percent of respondents reported that the publicity of ChatGPT has prompted them to increase AI investments.
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AI Is Driving Greater Accuracy in Advanced Speech Recognition
A new report from 3Play Media, a media accessibility company, found that the accuracy of ASR technology has improved measurably since the company's la…
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CSG's State of the Customer Experience Highlights a Path to a Better CX
Revenue management and payments solutions company CSG released a report titled, "The State of the Customer Experience 2023 Report."
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StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform
Marketing automation platform solutions provider StructuredWeb announced the launch of ChannelGPT.
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BT and Five9 Offer Future-Proof Route to Cloud Contact Centers
BT and Five9 announced the expansion of their partnership to enhance the choice of contact center services and solutions offered to organizations worl…
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Shake Shack Solidifies Brand Strength with Qualtrics XM
Shake Shack chose Qualtrics XM for Customer Frontlines and BrandXM to quantitatively evaluate its brand strength against competitors, identify areas o…
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CUSTOMER Magazine Announces Winners of the 2023 CRM Excellence Award
TMC announced the winners of their 24th Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform
Bright Pattern announced the launch of what it's calling "the world's first omni-enterprise contact center platform."
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Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center
Cloud communications and collaboration solutions company Intermedia Cloud Communications recently introduced its new Intermedia Artificial Intelligenc…
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With New Era of Customer Experience, Airship Makes Innovations to App Experience Platform
Airship made major innovations to its App Experience Platform, including the App Experience Editor, Airship Journeys, Airship Mail and Airship Coupons…
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More Than Half of Executives Seek to Protect Customer Care from Cost-Cutting
Research by Information Services Group (ISG) found that a majority of executives worldwide consider customer experience a top strategic priority that …
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With the Integration of Zendesk Support, AgentAssist from Kore.ai Elevates Contact Center Efficiency
Enterprise conversational AI platform and solutions provider Kore.ai recently announced the integration of its conversational AgentAssist with Zendesk…
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Twilio Flex: Refining Digital Engagement and Contact Center Value
Twilio has launched its Twilio Flex platform for improved customer-facing interactions, as well as internal data-driven operations that make engagemen…
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CallMiner Adds Integration with Zoom for Better Analysis of Videoconference Intelligence
Conversation intelligence company CallMiner announced a new integration with Zoom Meetings.
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Startek's Zenarate Integration Bridges the CX Gap with AI-powered Coaching
Startek, a customer experience solutions provider, integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop …
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Harness the Power of AI-Generated Images: The Ultimate Marketing Solution
AI-generated images are customizable, cost-effective, and hyper-targeted, making them a must-have tool in your marketing arsenal.
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Clickatell Launches Chat Commerce Platform as a Service Product
Mobile messaging and chat company Clickatell announced the launch of its new Chat Commerce Platform as a Service (CCPaaS) product.
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In a New IVR Strategy, Give Customers What They Want
Info-Tech noted that its research highlights the increasing demand for effective IVR in contact centers as customer satisfaction becomes a top priorit…
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Carbyne Integrates Audio Translation to APEX Platform to Save Time and Save Lives
Carbyne announced that it has integrated live audio language translation into its APEX emergency call-taking platform.
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Verint and Google Cloud Collaborate to Close Engagement Capacity Gap
Verint expanded more on its customer engagement expertise by improving contact center performance in a new partnership with Google Cloud.
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A Story of Creative Automation: Storyteq Launches its Brand Portals Platform
Storyteq is delivering, on average, 50% time-savings per campaign for global brands (like BMW, Kia, KFC, Heineken, and L'Oreal) that take advantage of…
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Sangoma Enhances Customer Engagement with New CX Platform Features
Sangoma announced new omnichannel features to the Sangoma Contact Center, which is now known as the Sangoma CX platform.
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Future-Proof Customer Experience with New Insider Features
Insider launched 20 new features to help businesses future-proof their customer experience and propel revenue from one centralized platform.
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Revamping Loyalty Programs: The Key to Fan Engagement in Sports Entertainment
A recent study by global IT research and advisory firm Info-Tech Research Group sheds light on how sports organizations can design and implement a suc…
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4 Ways to Fund Your Tech Startup
Finding the right funding option when launching your tech startup can be challenging. Picking the most suitable financing alternative increases your p…
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Spearline Acquisition Solidifies Position of Cyara's Customer Experience Assurance Platform
Cyara expanded its global in-country dialing and WebRTC testing and monitoring capabilities with the acquisition of Spearline.
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Native AI Raises $3.5 Million in Funding for Its Generative AI Consumer Research Solution
Native AI announced that it has raised $3.5 million in seed funding to enable brands to measurably improve products, customer experience, marketing an…
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The Power of AI-Driven Customer Recommendations in Driving Loyalty and Repeat Buying
A recent survey sponsored by DataStax underscores the effectiveness of relevant product and service recommendations to customers. The research, conduc…
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Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution
Workforce management company Calabrio recently announced the integration of its Calabrio ONE contact center workforce solution with advanced artificia…
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Improve Customer Experiences and Agent Journeys with New Offering from LiveVox and CGI
LiveVox, after entering a new partnership with CGI, recently announced a performance-centric contact center solution: CACS X.
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Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests "Yes"
A recent report commissioned by Incisiv, conducted in collaboration with The Food Industry Association (FMI) and in partnership with Loyal Guru, found…
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Using AI-Driven Data Exploration to Address Customer Churn
Whether you're competing in B2C, B2B or B2G, AI-driven data analysis can help reduce customer churn. Here's how.
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NICE's Enlighten Actions Revolutionizes Use of Data and Generative AI
Enlighten Actions, which combines Enlighten AI with Generative AI, allows businesses to create smart and humanized CX processes with unprecedented spe…
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Emergency Call Centers Face a Troubling Workforce Problem
Nationwide, emergency call centers are facing serious workforce shortfalls, according to the International Academies of Emergency Dispatch and the Nat…
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Five9 Updates Agent Assist Solution with AI Technology like ChatGPT
Cloud contact center company Five9 has made changes to its Agent Assist solution; particularly by using the same generative AI technology behind ChatG…
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Newegg, New ChatGPT: Retailer Integrates AI to Improve E-Commerce Experiences
Global e-retailer Newegg has announced that it's using ChatGPT to enhance customers' experiences.
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Consumers Disapprove of Energy Waste and Pollution from Unnecessary Data Storage
Nearly half of consumers think it's the responsibility of the organizations that store their information online to delete it when it's no longer neede…
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Mutare Voice Traffic Filter is the Support that CCaaS Providers Need
No business wants a constant barrage of voice channel attacks. This is why cybersecurity provider Mutare is set to prioritize partnerships with CCaaS …
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SoundHound Delivers Next-Gen Voice Assistant with Generative AI
SoundHound Chat AI brings together voice-enabled generative AI and voice assistant to allow any business to build a next-generation voice experience f…
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Five9 and Invoca Solution Offers Pre-Call Insights
PreSense combines the power of Five9 Intelligent CX Platform with Invoca's conversation intelligence technology to give contact center agents visibili…
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CUSTOMER Magazine Announces Winners of 3rd Annual Voice Technology Excellence Awards
The CUSTOMER Voice Technology Excellence Awards recognize vendors that are emerging as the true leaders in this evolving Voice Technology trend.
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Verneek Co-Founder: One Quin Provides AI Support Unavailable on Alexa, Siri, ChatGPT
Verneek, known for delivering Consumer Experience AI to enterprises, launched One Quin to accurately answer personalized consumer questions through vo…
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90% of Consumers Concerned About Poor Vendor Security in 2023
The majority of consumers are worried about the potential negative impact that poor vendor security could have on their lives in 2023.
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The Pros and Cons of Outsourcing for Small Businesses
Outsourcing has become an increasingly popular business strategy for small businesses looking to streamline operations, reduce costs, and focus on cor…
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Collaborate with Revenue-Critical Teams to Drive Faster Time to Revenue in Clari's Integration Hub
Clari launched the Integration Hub, a centralized resource that captures and organizes revenue-critical signals from more than 40 integrated technolog…
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