CUSTOMER NEWS
NewVoiceMedia Showcases Success
NewVoiceMedia is trumpeting one of its success stories. The company says Allied Dispatch Solutions has significantly increased productivity since adop…
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CoreDial Unveils Cloud Contact Center Solution
Today, CoreDial officially unveiled CoreNexa, a hosted contact center platform to provide to channel partners. Easily integrated into current CoreDial…
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[24]7.ai AIVA Get Emotional Intelligence
[24]7.ai has imbued its virtual agent AIVA with emotional intelligence. That means the solution can now detect, acknowledge, and respond to user emoti…
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Monet Launches WFM Integration with Amazon Connect
Monet Software today announced an integrated offering with Amazon Connect, the online giant's cloud-based contact center service.
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Google Duplex Makes AI Assistants Incredibly Lifelike
Artificial intelligence is not perfect. But it's pretty darned good. Just consider the AI assistant Duplex that Google demonstrated in May.
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Ooma, Talkdesk Come Together on Contact Center Solution
Talkdesk and Ooma unveiled a partnership that will bring about the integration of the Talkdesk contact center platform with the Ooma UCaaS solution. T…
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Cloud Contact Center Clear AI Match
Cloud adoption and the fact that contact centers are a rich source of data make them ideal candidates to benefit from AI, suggests Five9 CEO Rowan Tro…
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Crafting Call Center Scheduling with WFM
Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …
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Quantiphi Integrates Google Cloud's Contact Center AI
Quantiphi Inc. has integrated Google Cloud's Contact Center AI solution with its own offering.
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Proven Techniques to Engage Survey Respondents
Most businesses rely on surveys to gauge the opinions and needs of their customers, and many are finding a decline in survey response rates and low re…
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Conduit Global CCaaS Announcement Emphasizes AI
Artificial intelligence is a hot topic of conversation in the contact center world today. Just take a look at Conduit Global's recent announcement abo…
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CUSTOMER Magazine Announces Winners of the 2018 CRM Excellence Award
TMC announced the winners of their 19th Annual CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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4 Reasons Your Amazon Affiliate Store Isn't Making Money
If you have an affiliate store with Amazon and you aren't making any money, we understand the frustration. You've put in hours of work building your s…
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How AI & NLP Are Coming Into Play in Consumer, Business Environments
Artificial intelligence and natural language process are delivering fast results for both business and consumer users.
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Randstad Survey Showcases Strengths in Multigenerational Workforce
Randstad US unveiled the results of the quarterly Randstad Workmonitor Q2 2018 report, highlighting that 9 in 10 workers prefer a multigenerational wo…
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Voxai, 128 Technology Share SD-WAN with Cloud Contact Center
SD-WAN provider 128 Technology and Voxai Solutions announced the pairing of optimized network connectivity with the Voxai Solutions vinteract cloud co…
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7 Tips for Outsourcing Your Human Resources Department
When your business starts growing and you need to hire additional talent, this is an exciting time. With more people working in your company, there is…
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Call Recording, QM & Speech Analytics Add Up to Greater Value
Speech analytics can make call recording more useful and quality management more impactful.
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How To Use Clever Campaign Reporting And Preference Centers To Help Your Business Thrive
When running a marketing campaign, it's indeed important to deliver your message the right way. That way, you will not only be sure of a future conver…
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AgilOne Leverages AI, ML to Enhance CDP Solution
AgilOne recently introduced a new feature called 360 Profile for Customer Service to its customer data platform.
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Atlantech Online Adds Atmos to PBX Portfolio
Today, CallCabinet and Atlantech Online announced a partnership, which extends Atlantech Online's call recording capabilities with the addition of Atm…
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Emerging Technology: The Solution to Today's Aging Workforce
It's no secret that industrial industries are being impacted by the aging workforce. In fact, Gartner recently reported this trend as one of the top c…
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Twilio, Google Cloud Contact Center AI Feature Easy Integration
Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI int…
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KOOKOO for Omnichannel
Ozonetel unveiled KOOKOO Interactive Assistant, the cloud communication provider's omnichannel service widget allows for one-click, VoIP calls with a …
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Unified Experience Call for More than Just Contact Center Agents
The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and…
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Why Customer Service Should Matter in Your Life
There are a lot of things out there that matter for businesses, but it's also important to think about what matters for us as consumers. When we go sh…
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Salesforce Einstein Improves Lids Email Marketing Performance
Hat retailer Lids recently adopted Salesforce Einstein to send more personalized communications to a more targeted email list to get better program pe…
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AI & The Future of Work
Businesses have to figure out how The Future of Work fits into their strategies and how they can use advanced technology platforms - including AI and …
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Does Your Credit Card Network Matter?
The news that American Express appears on the verge of overtaking Mastercard in terms of market share isn't the kind of breaking headline that sends m…
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Don't Overlook Desktop Analytics
Monitoring is key in the contact center. Recording conversations, analyzing and digging into the data to develop best practice for agents is vital to …
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Best NYC boroughs for IT experts
Arguably, New York City is the financial capital of the world. In NYC, one can find an abundance of small, medium and big businesses, which range from…
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Advantages of a Good Patch Management Strategy
Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…
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3DD - Advantages of a Good Patch Management Strategy
Having good patch management solutions and strategies is essential because it allows for a greater degree of control in keeping information systems up…
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What the future of Customer Service holds, as foretold by the History of Customer Service.
What the future of Customer Service holds, as foretold by the History of Customer Service.
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Important Role Of Video Chat Is To Make Your Business Reach Great Heights!
For any business, customer satisfaction is the most important aspect that makes a business more successful. Live chat has made an importance place in …
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ASA, WFM Key to Keeping Call Abandonment Down
The struggle with call abandonment is not a new occurrence for call centers. People lose patience, and within minutes of sitting on hold enjoying a lo…
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Choose Your Words Wisely for Optimal CX
Words matter. So businesses and individuals need to consider their word choices and sentiment when interacting with customers and prospects. They shou…
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Engage your employees with the best activities - Let your team feel good
With time, an increasingly large number of organizations have begun to realize the necessity to act on a local level in order to set an impact on empl…
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IDC Names 5 Conversational AI Innovators
International Data Corp. today named Artificial Solutions, CogniCor, Inbenta, Kore.ai, and Personetics as IDC Innovators in the conversational AI plat…
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In Asset Management, Zebra Shows New Stripes
Sometimes it's the least sexy applications that drive the most value, and in the world of Industrial IoT, Zebra Technologies has announced an innovati…
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CxEngage Injected with Quality Management
Serenova announced the integration of CXEngage Quality Management (CxQM) into CXEngage, Serenova's CCaaS solution. The robust quality management solut…
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New Vonage Nexmo Offering Enable Contact Center Customization
Vonage has introduced new Nexmo offerings that enable developers and businesses to create customized contact centers.
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5 Overlooked Marketing Technologies that Will Help You Increase Sales
Your sales and marketing teams should work together like a well-oiled machine, passing leads from marketing to sales for them to close the deal with, …
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Israel Doesn't Want Customers Left Waiting
New Israel Ministry of Communications requirements deem communications companies can't keep callers waiting for customer service longer than six minut…
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Vonage Says CX Cloud For All
This week, Vonage expanded its contact center presence, making Vonage CX One Cloud available to organizations leveraging Vonage Business Cloud - the c…
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Reports Address AI Adoption, Best Practices
AI is ideal for helping with simple things like password resets. That can quickly add up to significant cost savings, it says, and work as proof point…
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How digital customer service revolutionized the beauty industry
The beauty industry isn't often associated with the latest technological advancements in customer service, but this has been steadily changing in rece…
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Compelling Business Benefits of Enterprise IT Integration
Enterprises today face struggle with distinct types of IT integration challenges. They deal with static applications, cloud applications, etc. The tri…
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Comm100 Launches AI Chatbot, Expands N.Am. Effort
Comm100's new chatbot employs AI and natural language processing (text-based, not audio) to understand and respond to customer intents without being p…
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