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CUSTOMER NEWS

BJ's Wholesale Launches Automated Voice-Based Virtual Assistant for Older Shoppers

By: Laura Stotler    8/4/2021

BJ's Wholesale Club has implemented a new automated voice-based virtual assistant from Everise to help cater to its older customers. The technology ha…

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AMP Agency Combines DX Division with SmallTalk

By: Luke Bellos    8/4/2021

After the recent purchase of SmallTalk earlier this year, AMP Agency officially announced the company will condense SmallTalk with AMP's own digital e…

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Conversational Customer Engagement Platform Dixa Announces $105 Million Funding Round

By: Tracey E. Schelmetic    8/4/2021

Today, much of the buzz around customer service methodology includes something called "conversational customer engagement." At its core, it's about me…

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The Underrated Benefits of A Fine-Tuned Call Center

By: Luke Bellos    7/30/2021

Business leaders looking to build stronger relationships with customers should consider putting more focus on the training of call center agents.

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Nation's 911 Call Centers Struggle to Maintain Appropriate Staffing Levels

By: Tracey E. Schelmetic    7/29/2021

While the nation grapples with a shortage of restaurant workers during the ongoing COVID-19 pandemic, another kind of worker is reaching critical shor…

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How to Build your own customer service website in these 6 Steps

By: Special Guest    7/27/2021

Have you finally decided to stop working for a boss and step into the light of being your own boss. Congratulations! Whether you have your own company…

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3 Fun things to do with your customer service team after returning to the office

By: Special Guest    7/27/2021

Finally, the end of the pandemic is near. After two years of working at home or at flex work stations, it's time to go back to the office. But don't e…

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PossibleNOW Solution Takes Aim at New Florida Telemarketing Law

By: Luke Bellos    7/23/2021

A new solution developed by PossibleNow helps call centers provide consent features that protect consumers from unsolicited inquiries.

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3CLogic Forms Strategic Partnership with ScreenMeet for ServiceNow Support

By: Luke Bellos    7/23/2021

3CLogic and ScreenMeet are combining resources to bring a full spectrum of communication features to the ServiceNow Platform.

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Reinforcing The Value of AI-Based Contact Centers In The Post-Pandemic Economy

By: Luke Bellos    7/20/2021

Artificial Intelligence should be a major focus for business leaders looking to prepare their company for the future.

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German Solar Systems Company Chooses Talkdesk as Contact Center Provider

By: Tracey E. Schelmetic    7/20/2021

ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inv…

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Striking The Right Balance: Securing Customer Information and Data in the Highly Personalized World of CX

By: Matthew Vulpis    7/20/2021

For organizations today, offering an exceptional customer experience has become an essential aspect to thriving amongst competitors in a highly compet…

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New Five9 Inference Studio Simplifies Virtual Agent Deployments

By: Luke Bellos    7/19/2021

Five9's latest enhancements make it easier for businesses to take advantage of AI-powered virtual assistants.

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Semafone Delivers PCI DSS Compliance

By: Maurice Nagle    7/16/2021

This week Semafone unveiled SecureWeb+ to deliver outsourced contact centers, merchants and in-house customer support simple, secure payments on third…

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ActivTrak Coach Aims to Manage Productivity from Anywhere

By: Luke Bellos    7/13/2021

ActivTrak has released a new coaching solution to help business leaders accurately assess employee performance from virtually any location.

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How AI Transforms The Call Centers And Bringing Them To The Next Level

By: Special Guest    7/13/2021

The Call centers market is estimated to reach a revised size of $496 billion by 2027. For the next 7-year period, it will rise to 5.9% CAGR. However, …

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75 Percent of European Contact Center Executives Don't Understand AI

By: Tracey E. Schelmetic    7/8/2021

Companies once spent a lot of time pursuing what they believed to be effective customer service. The phrase "customer service," however, recalls a pie…

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NICE Outlines Framework for Ethical AI Deployments

By: Luke Bellos    7/7/2021

Recent advancements in artificial intelligence have been a major focus in the global economy, as business leaders put more focus on robotics and autom…

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Contact Centers Should Aim to Become Experience Centers

By: Tracey E. Schelmetic    7/2/2021

Contact centers learned a lot of lessons during the pandemic. For starters, they learned that business can shift in an instant. During quarantine, man…

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The Future is Now! Deliver Great Real-Time Retail Customer Experiences

By: Matthew Vulpis    6/30/2021

When the Covid-19 pandemic began, many businesses across a variety of industries were heavily affected by the quarantine, and the retail industry was …

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5 Great Customer Service Strategies To Help You Improve the Customer Experience

By: Special Guest    6/25/2021

Customer service is one of the most important aspects of every customer experience, and it definitely can make or break the relationship between the b…

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Technologies That Enhance the Customer Experience on Online Casinos

By: Special Guest    6/25/2021

Online casinos have become some of the most attractive platforms for gambling. Not only can you play your favorite casino games on your mobile and des…

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Crucial Aspects of Modern Customer Support

By: Special Guest    6/25/2021

As the technology progressed, customer support has gone from strength to strength because companies were able to deliver high-quality, and in a lot of…

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A Vision for Productivity Gains through Document Automation

By: Special Guest    6/25/2021

As businesses constantly seek to traverse the challenging landscape while increasing their efficiency, saving valuable resources such as time and mone…

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Potential Technologies For Enhancing Customer Experience

By: Special Guest    6/24/2021

As the world is adopting new technologies almost every day, the focus is on customer retention through improvements in the customer's experience. Busi…

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Groundbreaking Technological Aids To Make A Change In The Logistics World

By: Special Guest    6/24/2021

Technology is everywhere- whether we like it or not. We have to accept that we are now normalizing robotics and AI for most of our daily chores. From …

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Avaya Cloud Office Puts Hybrid Work In The Spotlight

By: Luke Bellos    6/21/2021

Avaya and RingCentral have unveiled new features for the Avaya Cloud Office by RingCentral® Unified Communications as a Service (UCaaS) solution to he…

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Why you should offer product customization

By: Special Guest    6/21/2021

Currently it is extremely popular to offer product customization to your customers. Think about when you order a burger at a restaurant for example. Y…

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Lifesize Adds Expanded Capabilities to CxEngage Platform

By: Tracey E. Schelmetic    6/17/2021

Cloud contact center and video meeting solutions provider Lifesize, Inc. recently announced updates to its flagship cloud contact center and collabora…

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How customer responsive culture affects your conversion rates

By: Special Guest    6/17/2021

Meeting the needs of customers lays the foundation of a profitable, reputable, and well-loved brand.

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8 Strategies Critical to Improving Employee Experience

By: Special Guest    6/16/2021

Organizations increasingly understand the importance of improving employee experience, but the need for supporting a homebound workforce increased the…

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Emplifi Adds Messenger API for Instagram

By: Stefania Viscusi    6/11/2021

Social media customer service has become an increasingly important channel for businesses to focus on. Today's customers not only want instant access …

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DCM Supports Canadian Financial Institutions with Management Platform

By: Luke Bellos    6/11/2021

DCM will be partnering with Canada's top financial institutions to deliver communications solutions for improving customer experiences.

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Gnani.ai Helps Customer-Face Companies Bridge the Digital Divide

By: Tracey E. Schelmetic    6/10/2021

Though digitization and internet technologies have brought humans closer to machines, the need to bridge the communication barrier between them will s…

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Cabify Selects Talkdesk to Automate Contact Center

By: Stefania Viscusi    6/4/2021

The proliferation of mobile devices and advanced installation of networks has increased mobile app users across the globe. Cabify, a mobility company …

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Advancement of Customer Service In Online Betting With The Help of Technology

By: Special Guest    6/4/2021

Your customers are your top priority as an individual who is trying to grow their betting company. A positive flow in your company would be dictated b…

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Cision Completes Acquisition of Social Listening Company Brandwatch

By: Tracey E. Schelmetic    6/3/2021

"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

By: Luke Bellos    6/2/2021

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

By: Tracey E. Schelmetic    5/21/2021

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

By: Luke Bellos    5/21/2021

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

By: Luke Bellos    5/21/2021

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

By: Laura Stotler    5/14/2021

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

By: CustomerZone360 News    5/14/2021

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

By: Luke Bellos    5/14/2021

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

By: Special Guest    5/13/2021

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

By: Tracey E. Schelmetic    5/10/2021

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

By: Stefania Viscusi    5/7/2021

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

By: Matthew Vulpis    5/7/2021

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?

By: Special Guest    5/5/2021

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

By: Luke Bellos    5/5/2021

Solutions by cloud contact center provider Five9 reportedly helped TruConnect lower call times and operating costs in only 3 months.

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