CUSTOMER NEWS
TMC Announces 2024 Generative AI Product of the Year Award Winners
The Generative AI Product of the Year Award recognizes companies that have developed applications, platforms, models, and other hardware or software s…
Read More
Vonage Joins Salesforce's 'Bring Your Own Channel' Pilot Program for CCaaS
Vonage announced that it is officially one of the first contact center providers to join Salesforce's Bring Your Own Channel for Contact-Center-as-a-S…
Read More
Vonage Joins Salesforce Pilot to Bring Omnichannel AI-Powered Capabilities to Contact Centers
Cloud communications provider Vonage joined Salesforce's pilot program for Bring Your Own Channel for Contact Center as a Service.
Read More
Banco PAN Optimizes Customer Interactions with NICE CXone
By implementing NICE CXone, Banco PAN gained the ability to swiftly pinpoint operational problems and streamline its processes.
Read More
New Study from Intradiem and Metrigy Finds Agent Engagement Drives Best Business Outcomes
Contact center automation solutions provider Intradiem recently announced the results of a comprehensive research study conducted in partnership with …
Read More
Five9 and Verint Announce Extension of Cloud-to-Cloud Partnership
Verint and Five9 recently announced that they plan to "forge a deeper partnership through a new cloud-to-cloud platform integration focused on AI mark…
Read More
Pypestream Debuts Contact Center Tool to Bridge Gap Between Human and AI Agents
Conversational AI and digital engagement solutions provider Pypestream recently announced the launch of its new Contact Center Tool that works in tand…
Read More
Calabrio Eyes Innovation and Growth with New CEO
Calabrio announced the appointment of Dave Rhodes as CEO, effective immediately.
Read More
Location-Aware Marketing Gets a Precision Upgrade from Cordial and Radar
Cordial revealed an enhanced server-to-server integration with Radar with the purpose of enhancing geo-location customer experiences.
Read More
Talkdesk's AI Toolkit: Crafting Modern, Personalized Customer Journeys
Talkdesk enhanced its Talkdesk AI portfolio with Talkdesk AI Rewriter and Talkdesk AI Translator.
Read More
Remote Customer Service Teams: Challenges and Solutions for Maintaining High Standards
As businesses adapt to the new normal, remote work has become a permanent fixture in many industries. This transition has significantly impacted custo…
Read More
See the Problem, Solve the Problem: 8x8's Video Engagement
Video Elevation introduces a new level of visual engagement to help agents provide more effective and efficient support to customers.
Read More
Acquire BPO Releases 'AI in Customer Service Survey' Results
Acquire BPO released the findings of its most recent "2024 AI in Customer Service Survey," exploring customer sentiments when it comes to companies th…
Read More
Incisiv and Talkdesk Release Retail Customer Experience Index
A recent study entitled the "2024 Retail Customer Experience (CX) Index" examined the ways in which top retailers are meeting customer expectations in…
Read More
Arrow XL Partners with NICE CXone for AI-Driven Customer Engagement
The move to NICE CXone from the incumbent solution will better support Arrow XL's ongoing growth.
Read More
Broadvoice Adds Workforce Management Feature to its Flagship CCaaS Platform
Omnichannel contact center platform provider Broadvoice recently announced the release of its new AI-infused workforce management tool for its contact…
Read More
IntelePeer and Pindrop Partner for More Secure Caller Authentication
AI communications automation solutions provider IntelePeer recently announced a partnership with voice authentication and security company Pindrop.
Read More
Twilio Makes RCS Accessible for Enhanced Brand Interactions
Twilio RCS provides branded messaging, rich content and interactive features as well as no code changes.
Read More
SkyView Innovations' Strategic Acquisition: A Leap Towards the Future of Sports Fan Engagement
SkyView's acquisition of OMM puts it at the forefront of the evolving sports technology landscape, poised to capitalize on the burgeoning demand for i…
Read More
BPO Clients Are 'Less Satisfied' with Engagements Based on AI, New Report Indicates
According to a new report from research and advisory firm Information Services Group, outsourcing deals involving AI and automation are on the rise, e…
Read More
Accent Translation Company Sanas Announces New Partnerships
Sanas, a provider of real-time accent translation technology, recently announced a partnership with healthcare business process outsourcing (BPO) comp…
Read More
8x8 Announces Successful Year for Its AI-Driven Customer Experience Platform
Customer experience solutions provider 8x8, Inc. has announced considerable momentum for its Customer Experience (CX) AI-powered platform transformati…
Read More
Swampfox Announces New Intelligent Customer Experience Update, Furthers 'Innovate in Place' Initiative
Swampfox recently announced the availability of ICX 4.1, a new software release for its flagship Customer Experience Management solution. ICX (Intelli…
Read More
Yeastar Adds New Communications Capabilities to its Platform
Unified communications solutions provider Yeastar recently announced the launch of Live Chat and Facebook Messenger in the latest updates to its P-Ser…
Read More
How Can Knowledge Management Improve Your Business' Relationships with Its Customers?
In today's modern business landscape, the key to sustaining growth and standing out amongst the competition can often rely on how effectively your com…
Read More
New Partners CallRail and ServiceTitan to Provide Greater Support for Field Service Professionals
CallRail and ServiceTitan recently announced their new partnership. This will allow mutual customers to access valuable customer-centric resources.
Read More
Glance and Five9 Partner to Create More Personalized Customer Interactions
A recent collaboration will let Five9 users use Glance's Guided CX platform to facilitate real-time, collaborative online sessions with customers.
Read More
How AI Algorithms are Transforming Crypto Trading in 2024
The crypto market is still evolving and there is always something new to discover. 2024 has proven to be no different, as the market has undergone ple…
Read More
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.
Read More
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.
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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 …
Read More
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.
Read More
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…
Read More
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.
Read More
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:…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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…
Read More
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.
Read More
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…
Read More
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 …
Read More
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…
Read More