CUSTOMER NEWS
AVOXI Study Uncovers Contact Center Voice Channel Opportunities and Barriers
Contact center voice solutions company AVOXI recently released results from its 2024 State of International Voice for the Contact Center Report.
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GoTo Adds 40+ Product Enhancements and New Integrations to GoTo Connect
IT management and support solutions provider GoTo recently announced more than 40 product enhancements to the GoTo Connect portfolio.
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Open Network Exchange Adopts NICE's Enlighten AI for Improved CX
NICE recently announced that Open Network Exchange (ONE), a full-service business solutions provider serving the travel industry, has improved its ove…
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Carbyne Announces United Hatzalah as a New Customer for Next-Gen 911 Platform
Public safety solutions provider Carbyne has announced a new client: United Hatzalah, the largest independent fully volunteer emergency medical servic…
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CUSTOMER Magazine Announces Recipients of the 2024 Conversational AI Excellence Award
Conversational AI Excellence Award winners are being honored for excellence in leveraging conversational AI to enhance customer experiences, streamlin…
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Forrester Research Advises Contact Centers to Overhaul Core CX Competencies
In a recent blog post, Forrester Research's Riccardo Pasto, Principal Analyst, along with Katy Cobian, VP and Executive Partner, and Chiara Bragato, R…
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Qualtrics Announces FedRAMP Authorization for its Conversational Analytics Suite
AI-powered conversational analytics and natural language processing (NLP) solutions provider Qualtrics recently announced the FedRAMP Moderate Authori…
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Interactions Introduces Task Orchestration to Support Conversational AI
Conversational AI CX solutions provider Interactions recently announced the launch of its AI-powered agent assist solution, Task Orchestration, with a…
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At a Total Valuation of $1.15B, DevRev's Quest to Operationalize AI in CX Continues
AI/CX startup DevRev today announced its Series A funding round; the company raised $100.8 million, bringing its total valuation to $1.15 billion, as …
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Calabrio and Five9 Partner on Product Integration for Contact Center Efficiency
Workforce management solutions provider Calabrio recently announced product integration with intelligent CX platform company Five9.
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GoTo Adds WhatsApp as a New Customer Engagement Channel
IT management, support and communications solutions provider GoTo recently announced that WhatsApp has been added as a new customer engagement channel…
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CX Team at Level AI Announces $39.4M in New Funding
CX intelligence and service automation company Level AI recently announced a successful series C funding round of $39.4 million.
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NovelVox Adds Services and Sales Modules to its CXInfinity Platform
Contact center solutions provider NovelVox recently introduced two new modules for its AI-powered omnichannel customer engagement platform CXInfinity:…
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Vonage Selected by Endress+Hauser to Improve Cross-Channel Customer Experiences
Endress+Hauser recently chose Vonage - Vonage Contact Center for Service Cloud Voice, specifically - as the support arm for its cross-channel customer…
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CommBox Study Finds New Gap in Customer Service Quality
A recent study commissioned by UK-based conversational AI digital customer engagement company CommBox found that there is an overarching disconnect be…
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NUSO Offers Advanced Cloud Communications and CCaaS in UK
NUSO recently announced it launched its Cloud Communications platform in the U.K. to reinforce its commitment to delivering advanced communications te…
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RingCentral Expands Partnership with Vodafone for Contact Center and UC Solutions
RingCentral, Inc. has announced the expansion of its partnership with Vodafone Business. The goal of this extended partnership? Offer Vodafone Busines…
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Intermedia Adds AI-Driven Agent Evaluator to Contact Center Mix
Cloud communications solutions provider Intermedia Cloud Communications recently announced an update to its AI Agent Evaluator for Intermedia's omni-c…
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Infobip Announces the Availability of RCS Messaging for MNOs With New API
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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%
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
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
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
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
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
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
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?
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
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
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
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
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
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
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
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
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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