CUSTOMER NEWS
TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries
To help solve problems and allay various business concerns, customer experience solutions provider TELUS International has reported that it sees stron…
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Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing
Sales enablement tool and CRM solutions provider Pipeliner CRM recently announced that it has expanded its roster of free applications available to cu…
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Pictory Introduces Simple Script-to-Video Converter for Content Marketers
AI video creation platform company Pictory recently announced a new feature that will help users create short, animated videos with the help of artifi…
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IDC MarketScape Crowns Future of CX Expo Speaker Verint as Leader in 2 Reports
Verint was recently named a Leader in a recently published report, IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor A…
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ITEXPO Keynoter Avaya's AI Platform Earns Top Spot in Industry Report
Avaya was recognized as a Leader in The Aragon Research Globe for Intelligent Contact Centers 2024.
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Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare
Verint recently announced the booking of a contract valued at more than $49 million from a leading U.S. healthcare company (unnamed in the release) to…
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Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering
Jersey Mike's officially has a new employee: SoundHound AI's voice-ordering system, which takes customers' sandwich orders and both automates and opti…
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IntelePeer Aims to Help Build a Roadmap to Customer Service Automation
The IntelePeer study was undertaken to help businesses develop a roadmap for the implementation of AI and automation in their customer service environ…
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Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution
Nearshore business process outsourcing (BPO) company Invictus BPO recently announced the acquisition of hosted call center management platform, Kunnec…
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Hammer Announces Hammer Edge QA Addition to Cloud Platform
Contact center testing and CX assurance company Hammer this month launched its newest software solution: Hammer Edge.
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Vonage Study Highlights Customer Frustrations with Support Experiences
The research arm of cloud communications company Vonage recently released its "Global Customer Engagement Report 2024."
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Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers
Omnichannel contact center platform and UC provider Broadvoice, which offers managed service solutions to small and mid-market enterprises and BPOs, h…
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7 Types of Liability Small Businesses Should Be Aware of and How to Protect Themselves
Starting a business is an exciting venture, but it's crucial to understand the various types of liabilities that come along with it. Small business li…
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Birdseye Secures $3M to Personalize Shopping with AI-Powered Customer Targeting
Birdseye secured $3 million in seed funding from Drive Capital to change how brands and retailers target customers with personalized shopping experien…
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Futureproof Your CX Strategy at Future of CX Expo 2024
Future of CX Expo, taking place February 13-15, 2024, in Fort Lauderdale, Florida, will bring together CX practitioners and technology innovators to h…
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NICE Announces the Closing of LiveVox Acquisition
Contact center company NICE has announced the completion of its acquisition of LiveVox.
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Talkdesk Debuts Support Solution Designed for Higher Education
Contact center solutions provider Talkdesk recently announced a new industry-specific packaged solution: Talkdesk Education Smart Service.
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MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs
Digital transformation and communications company MetTel and cloud contact center company Talkdesk recently announced a partnership to integrate GenAI…
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What Are the Essential Elements to Include in Your Business Contract?
A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …
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What Are the Essential Elements to Include in Your Business Contract?________________________________________
A business contract should be a binding agreement between two parties. Small business owners don't want to include something that might tie them into …
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Genesys Cloud Secures StateRAMP Approval, Unlocks AI-Powered Citizen Experiences
Genesys recently announced that its Genesys Cloud platform achieved authorization under the State Risk and Authorization Management Program, or StateR…
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Future of CX Speaker NICE Sets New Standard for Smart Customer Interactions with 2023 CXone Fall Release
NICE launched the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform.
Read MoreRecipients of the 2023 CUSTOMER Contact Center Analytics Product of the Year Award Announced
The Contact Center Analytics Products of the Year Award recognizes vendors that effectively demonstrated that their solution empowers businesses to ha…
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MSP NUSO Acquires Italian SaaS Company Mida Solutions
Missouri-based proprietary cloud communications service provider NUSO recently announced the acquisition of Italian-based Mida Solutions S.r.l., a sof…
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AI in Retail: How Is Artificial Intelligence Changing the Retail Industry?
Artificial intelligence is slowly revolutionizing most industries - according to the IBM Global AI Adoption Index, AI is now being used by 35% of comp…
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Kiwi.com and Future of CX Speaker Vonage Partner to Keep Travelers Informed Every Step of the Way
Kiwi.com announced it is leveraging Vonage's SMS API to engage with customers wherever they are in a timely manner for better engagement and a better …
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Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer.
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Future of CX Expo Speaker NICE Soars Above the Competition, CXone Crowned CCaaS Leader
NICE CXone was recently named the outright Leader in ISG Provider Lens CCaaS 2023 report.
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Coveo's Relevance Generative Answering Solution, Now Generally Available
Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15.
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Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub
Cloud communications platform Infobip recently announced the launch of AI Hub, a comprehensive AI overhaul of its platform to help businesses create s…
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CCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028
A new report from Juniper Research, a telecoms market intelligence firm, forecasts explosive growth in the CCaaS market, with subscription revenue soa…
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CommBox Debuts Generative AI Chatbot Support for the Call Center
AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organiza…
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Examining the "Enthusiasm Gap" for AI Customer Support Between Executives and Customers
Customer engagement solutions provider Waterfield Tech has released new research findings that highlight a disconnect between customer experience (CX)…
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8x8 Inc. Introduces Sales Assist for Retailers
Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced 8x8 Sales Assist for retailers.
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Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls
Call engagement company CleverTap recently announced the launch of Signed Call, its new VoIP-enabled, in-app voice capability for trusted and contextu…
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IDC Names ITEXPO/Future of CX Expo Keynoter Genesys Leader for General Purpose Conversational AI Software
Genesys was named a Leader in the IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment.
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Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions
Speech recognition technology solutions provider Deepgram recently announced a partnership with communications and technology solutions provider Black…
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Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents
Amazon Web Services, Inc. (AWS) recently announced the addition of new generative AI capabilities in Amazon Connect, AWS's cloud contact center.
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Limango Future-Proofs Contact Center Operations with NICE CXone
Limango selected NICE CXone as the foundation for its contact center operations to drive operational efficiency and deliver positive customer experien…
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Analyzing How CRM is Key to Success in the Hospitality Industry
Hotel CRM is linked with improving performance and standing out of the crowd of other hotels next door. There is so much data floating around in the h…
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E-MetroTel Introduces InfinityOne-Powered Omnichannel Contact Center for Better Customer Engagement
E-MetroTel customers can now manage incoming queries and communication across multiple media interfaces to provide a consistent user experience as the…
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Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions
Virtual queue management and appointment scheduling solutions provider Qtrac recently announced that it entered a partnership with Mint Group, an Azur…
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Picture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses
Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.
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Cyara Acquires AI Testing Company QBox
AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…
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Future of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement
The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…
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Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations
Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…
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Operata Introduces New Suite of Tools to Further Customer Experience Observability
Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…
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Club Med Expands Deployment of NICE CXone Following Positive Results
All-inclusive resort company Club Med recently expanded its deployment of NICE's CXone solution into its global operations, providing advanced remote …
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Twilio and Nylas Partner on Improved Call Center Access to Communication Tools
Customer engagement platform provider Twilio and communications platform company Nylas recently announced a partnership to leverage Twilio Flex alongs…
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Strategic Leadership Boost: ITEXPO Keynoter Avaya Expands C-Suite for Accelerated Global Innovation and CX Excellence
Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.
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