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CUSTOMER NEWS

Boost Loyalty with Sinch MessageMedia's New SMS Service

By: Greg Tavarez    9/13/2023

SMS for Zoho Desk provides customer service teams with a streamlined solution for efficiently managing and promptly addressing customer inquiries from…

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Amarillo Chooses Dell Technologies' GenAI for Improved Community Service Accessibility

By: Greg Tavarez    9/13/2023

Amarillo, Texas, and Dell plan to create an online digital assistant that uses generative AI to provide residents with details on government and city …

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CUSTOMER Magazine Announces Recipients of the 2023 Customer Experience Innovation Awards

By: CustomerZone360 News    9/13/2023

The Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences over a…

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Brevo Answers the Call for Frictionless Purchasing with Innovative CRM Solutions

By: Greg Tavarez    9/12/2023

Brevo, a provider of CRM solutions, meets the growing customer demand for frictionless purchasing experiences with new sales solutions.

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CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite

By: Tracey E. Schelmetic    9/11/2023

Call analytics company CallTrackingMetrics recently announced the launch of its new feature, ChatAI, the newest entry in CallTrackingMetrics' suite of…

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Verint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace

By: Tracey E. Schelmetic    9/6/2023

Verint announced it has earned co-sell ready status with Microsoft and that the Verint Open Contact Center as a Service (CCaaS) Platform will be comme…

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New Study Measures Consumer Attitudes Toward AI in Customer Support

By: Tracey E. Schelmetic    9/5/2023

Digital River, an e-commerce solutions and services provider, recently released findings from a consumer survey aimed at helping brands navigate emerg…

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Narakeet Launches AI Solution to Convert Video Subtitles into Native Speech

By: Tracey E. Schelmetic    9/1/2023

Narakeet recently launched a solution to seamlessly convert video subtitles into audio using text to speech artificial intelligence.

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Appen Limited Launches New Solutions to Reduce Bias and Toxicity in Chatbots

By: Tracey E. Schelmetic    8/31/2023

Appen Limited, which provides high-quality data for the AI lifecycle, recently announced the launch of two new products.

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Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform

By: Tracey E. Schelmetic    8/31/2023

Cogito recently signed a multi-year agreement for expansion of collaboration with a global Fortune 25 consumer technology company.

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8x8 Underscores Success of Supervisor Workspace Solution Introduced in March

By: Tracey E. Schelmetic    8/25/2023

Cloud contact center and unified communications platform provider 8x8, Inc. launched its new 8x8 Supervisor Workspace to make call center supervisors'…

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Neurons Launches AI Predictor for Brand Attention

By: Greg Tavarez    8/25/2023

Predict allows companies to instantly predict the brand performance of their ads and see how much attention brand assets, ad copy, CTAs and faces get …

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How to Deliver (and Improve) the Connected Customer Experience

By: Special Guest    8/24/2023

A connected customer experience delivers smart, contextual interactions across all touchpoints in the customer's journey.

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Newly Rebranded Airkit.ai Launches Airkit.ai eCommerce Solution for No-Code AI Agents

By: Tracey E. Schelmetic    8/23/2023

Airkit.ai has announced the completion of an extensive rebranding effort in response to its refined mission to deliver no-code, autonomous AI agents d…

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Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services

By: Tracey E. Schelmetic    8/21/2023

Cubix Asset Management recently announced its launch of Swivl's AI-powered chatbot and CallPotential's call center service to make things easier for b…

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CallCabinet Bridges Languages by Reinforcing South African Call Recording and AI Analytics

By: Greg Tavarez    8/21/2023

With CallCabinet's recent inclusion of Afrikaans, Zulu, Setswana and Sesotho - four prominent languages in South Africa - businesses are presented wit…

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Upland Panviva and Genesys Forge Path for Omnichannel Excellence

By: Greg Tavarez    8/17/2023

Panviva is more accessible to potential customers as Upland Software announced that Panviva is available on the Genesys AppFoundry.

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Verint Study Finds Customer Expectations Continue to Rise

By: Tracey E. Schelmetic    8/16/2023

According to a new study released by Verint entitled, "2023 State of Digital Customer Experience Report," 77% of businesses say consumer expectations …

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Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry

By: Tracey E. Schelmetic    8/15/2023

Ezra AI, a provider of AI solutions aimed at the restaurant industry, recently introduced a solution that uses advanced machine learning and natural l…

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Ring Central Introduces RingCX Native Contact Center Solution

By: Tracey E. Schelmetic    8/14/2023

AI-powered cloud communications company RingCentral, Inc. recently announced the launch of RingCX, the company's new native, intelligent contact cente…

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Salesforce Launches Starter All-in-One CRM App for Small Businesses

By: Tracey E. Schelmetic    8/14/2023

CRM giant Salesforce recently announced the launch of Starter, a simple all-in-one CRM app.

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Study Finds E-Commerce Cart Abandonment is Often About Perceptions of Digital Security

By: Tracey E. Schelmetic    8/10/2023

A new study commissioned by e-commerce solutions provider Radial, Inc. found that security issues loom large in the minds of shoppers.

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Cogito and Medallia Partner for Customer Data-Driven Experience Management

By: Tracey E. Schelmetic    8/9/2023

Real-time coaching solutions provider Cogito recently announced a partnership with customer analytics company Medallia to deliver improvements in ente…

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New Headset Offerings from Cyber Acoustics Meet the Demands of Contact Center Environments

By: Alex Passett    8/8/2023

Designed in conjunction with leading BPO partners, the new Cyber Acoustics headsets include the tech and comfort alike to meet contact center agents' …

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Language I/O Raises $8 Million in Funding for Real-Time Translation Technology

By: Tracey E. Schelmetic    8/8/2023

Language I/O (LIO), a provider of real-time, business-accurate translation technology, recently announced an $8 million Series A1 funding round led by…

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Televerde Begins New Call Center Program at Indiana Women's Prison

By: Tracey E. Schelmetic    8/8/2023

Call center services outsourcing company Televerde recently announced the opening of a new contact center at the Indiana Women's Prison.

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ASAPP Launches Tool for AI-Based Automated Agent Evaluation

By: Tracey E. Schelmetic    8/7/2023

Contact center solutions provider ASAPP recently introduced CoachingAI, a new product that automates the quality evaluation for 100% of contact center…

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CallRail Labs Joins Forces with Small Businesses for AI Advancements

By: Greg Tavarez    8/3/2023

CallRail unveiled its innovation initiative, CallRail Labs, aimed at harnessing the power of AI to revolutionize call analytics.

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NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions

By: Tracey E. Schelmetic    8/1/2023

NICE recently introduced its new generative AI-powered "Enlighten Actions Industry Benchmarks" to allow brands to holistically compare their operation…

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Twilio and AWS Deepen Partnership Around Predictive AI Technology

By: Tracey E. Schelmetic    7/31/2023

AWS and customer engagement solutions provider Twilio recently announced an extension of their longstanding strategic partnership that will place AI c…

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AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences

By: Tracey E. Schelmetic    7/28/2023

Chat to Conversion is a generative AI-powered tool designed to help local businesses engage with customers and track conversions across multiple chann…

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LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations

By: Tracey E. Schelmetic    7/28/2023

Conversational AI company LivePerson announced the launch of LivePerson Marketplace, its new hub for integrations that extend the capabilities of the …

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Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data

By: Tracey E. Schelmetic    7/24/2023

A recent Forrester Consulting Opportunity Snapshot, "Elevate Your Integration Strategy for Maximum Business Impact," was commissioned by AI-powered ma…

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ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence

By: Tracey E. Schelmetic    7/20/2023

Quebec-based ComputerTalk, developer of ice Contact Center with Microsoft Teams, and Tethr, an AI-powered conversation intelligence platform, recently…

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IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions

By: Tracey E. Schelmetic    7/19/2023

IrisCX, which provides a smart video platform for virtual product selection, DIY setup and support, recently introduced Session Score, a real-time, AI…

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MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket

By: Tracey E. Schelmetic    7/19/2023

Managed service provider Fusion Connect, a Microsoft Cloud Solution Provider, recently launched its contact center-as-a-service solution CCaaS Profess…

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Navigate Economic Turbulence through Customer Retention

By: Greg Tavarez    7/17/2023

According to a OneSignal report, many product and marketing professionals, engineers and C-suite executives still allocated more resources toward cust…

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UseChat Rolls Out Custom Chatbots Powered by ChatGPT for Seamless Customer Support

By: Greg Tavarez    7/12/2023

UseChat AI chatbots, powered by ChatGPT, provide precise and immediate responses tailored to a website's content.

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G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering

By: Tracey E. Schelmetic    7/12/2023

G12 Communications recently announced its partnership with contact center solutions company Luware to deliver an innovative Teams Contact Center offer…

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Genesys Announces FedRAMP Authorization for Its Cloud CX Platform

By: Tracey E. Schelmetic    7/12/2023

Genesys recently announced that it has achieved Federal Risk and Authorization Management Program (FedRAMP) authorization at the Moderate Impact level…

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Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric

By: Tracey E. Schelmetic    7/11/2023

To update the metric, contact center and customer experience solutions provider Genesys recently introduced what it's calling its Experience Index met…

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Qtrac and Raydiant Partner to Deliver Customized Customer Experiences

By: Tracey E. Schelmetic    7/10/2023

Qtrac recently announced a partnership with Raydiant, a provider of customized digital media content experiences designed to engage customers.

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Astound and Intermedia Launch Omnichannel Contact Center Platform for Improved Customer Care

By: Greg Tavarez    7/6/2023

Astound Business launched its Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.

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Cyara Strengthens CX Transformation Portfolio with CentraCX Acquisition

By: Greg Tavarez    7/6/2023

Cyara announced its acquisition of CentraCX, a comprehensive SaaS-based voice of the customer solution, designed specifically for contact centers.

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Sprinklr Empowers Businesses with Upgraded Generative AI Bots and a Suite of New Features

By: Greg Tavarez    7/5/2023

Sprinklr unveiled more than 100 new capabilities, including AI and generative AI-powered capabilities, as part of the company's spring platform releas…

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How Good Are Today's CX Programs? It Depends on Whether You Ask Customers or Companies

By: Tracey E. Schelmetic    7/3/2023

A recent study completed by SurveyMonkey uncovered a drastic disconnect between consumers' feelings and customer experience (CX) and digital marketing…

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MSP and BPO iQor Partners with AmplifAI Performance Enablement

By: Tracey E. Schelmetic    7/3/2023

Business process outsourcing (BPO) and managed services company iQor recently announced a strategic partnership with AmplifAI, an AI-driven performanc…

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Contact Center Quality Management Company EvaluAgent Announces $20M in Funding

By: Tracey E. Schelmetic    6/29/2023

EvaluAgent, a U.K.- and Las Vegas-based contact center quality assurance and performance improvement solutions provider, announced recently that it ra…

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Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance

By: Tracey E. Schelmetic    6/28/2023

A new study by Invoca found that most contact center managers are still stuck in the past, tediously sifting through random call samples by hand inste…

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Employee Experience, Cloud and AI Investments Power Enhanced Customer Experience

By: Greg Tavarez    6/28/2023

Most CEOs agree that improvements in CX and EX directly affect their net profit, according to an NTT report. Still, there is room for improvement, as …

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