CUSTOMER NEWS
2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience
The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great custo…
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Amazon Connect Unveils Five New Features From re:invent
AWS announced five new capabilities for Amazon Connect aimed at streamlining workflows and enhancing contact center efficiency and results via automat…
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ServiceNow Buys Element AI
In a move focused on bringing more productivity and efficiency to workplaces, ServiceNow has announced it will acquire Element AI. The artificial inte…
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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays
Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data pl…
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How an Email Virtual Assistant Can Help Handle the Holiday Rush
During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of season…
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Government Contact Centers and COVID-19: Security Challenges During the Pandemic
When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operati…
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Salesforce to Acquire Slack in Biggest Benioff Acquisition to Date
Salesforce to buy collaboration firm Slack to create integrated CRM-communications platform.
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Smaller is Better in the Contact Center BPO World, Some Experts Say
For a company new to the contact center outsourcing scene, finding the right BPO partner is easier said than done. When looking for an outsourcing par…
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TouchPoint Accelerates Contact Center Performance Management with Platform Update
Better collaboration and workforce productivity have long been a challenge for call center managers. Now with remote workforces taking over, workplace…
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Finding a CX BPO Partner in Challenging Times
While the country prepares for a second wave of the pandemic, many companies are preparing for what may be another shutdown and are taking the necessa…
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Verint Helps Reinvent Teachers Lounge
Verint announced that Newsela is leveraging the Community solution to reach teachers and educators across the country, and empower them with access to…
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Bond Protects Employee Security Outside of the Office
Bond, a company offering a Personal Security-as-a-Service platform and team of trained Personal Security Agents are focused on delivering a solution f…
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Contact Center Cybersecurity 2021: Access Management More Important Than Ever
Data security and privacy have long been essential to the success of contact centers, and safeguarding information ensures sustainability. Customers o…
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AI-Driven Customer Service Workflow Company Ushur Raises $25 Million
Many companies today are looking to transform their customer communications to a "digital-first" model for customers who are happy to trade phone call…
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2020 NICE inContact CX Transformation Benchmark Brings AI to Fore
The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investi…
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Verint Wins FinTech Regulatory Compliance Award
In the banking and financial services sector, there is a seemingly endless list of rules and regulations that govern customer contact. Since these ins…
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How Call Centers Can Thrive by Successfully Managing the Unexpected
Call Centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage th…
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Avaya & Verint Announce New Integration
As Avaya moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management wi…
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Inspiro Picks WorkGenda to Boost Contact Center WFM
To improve management and optimize its contact center operations, outsourcing specialist Inspiro has announced a partnership with WorkGenda.
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Omni-channel Banking for the Digital Customer
On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, "Transforming Omni-channel Banking - Digitizat…
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New Era WEM Solutions Must Solve Modern Contact Center Challenges
Contact centers must embrace a new era of customer and agent needs with a workforce engagement management (WEM) software suite designed for the modern…
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CSAT Scores Have You Down? Drive Results Through Relevance
Customer expectations are at an all-time high, and you have one click to be relevant. Meet the digital leaders who have met the heightened demands of …
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Talkdesk Teams with Calldesk for Conversational AI in Contact Centers
European pioneer in AI-powered voice agents, and Talkdesk, a cloud contact center provider for enterprises, have partnered up to offer businesses acce…
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Concentrix Introduces New Customer Experience Platform
Concentrix has announced a new product, its Concentrix Experience Platform (XP), a platform for next generation customer experience management. The go…
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NICE inContact Meets Contact Center Agility and Intelligence Needs Head On with Latest Release
NICE inContact leverages AI and machine learning to deliver new actionable intelligence for better customer engagement.
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Will 2021 Be the Year of Ying and Yang in Contact Centers as AI and Automation Take Hold?
The availability of massive amounts of data is changing how contact centers define and implement their customer experience and engagement strategies u…
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Balto Boasts $10M Series A
This week, Balto, a provider of Al-powered real-time guidance for contact centers, announced the close of its Series A round of funding, with investme…
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How Different Businesses Are Affected By The Pandemic
As soon as the World Health Organization (WHO) declared that the coronavirus outbreak was a pandemic, it became clear that businesses will be affected…
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H&M Using Nuance Virtual Assistants for Live Chat on Google Search & Maps
Improving customer engagement capabilities has been a critical focus for businesses, especially during COVID-19, with spikes in calls to contact cente…
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How Technology can Dramatically Improve Customer Services in the Banking Industry
Customer experience is a key to success and competitive differentiator not only for banking but across all industries. In this digital era of life, op…
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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption
Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model…
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Call Center Operations Complicated by Robocalls
Ever wonder why the volume of automated outbound calls (a/k/a "robocalls") has escalated so fiercely in recent years? One reason is that the technolog…
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Cresta Announces Amazon Connect Integration
Cresta announced the Cresta AI platform integration with Amazon Connect. Amazon Connect users can now access personalized real time coaching via the A…
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How a Software Company has Streamlined National Police Checks in Australia
Every great company is built on the back of great employees. Employers know that and that is why they're keen on hiring the best talents. These are em…
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Leading Your Business to Success, Not Just Survival
The emergence of COVID-19 and its rapid spread around the globe has been nothing short of disastrous for many businesses. Storefronts have closed, wor…
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Contact Center Data on The Rise Huge Opportunities, Huge Challenges
Companies often talk about identifying customer pain points, and Contact Centers present the clearest opportunity to capture this data to serve custom…
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CUSTOMER Magazine Announces Recipients of the 2020 Customer Experience Innovation Awards
TMC announced today the winners of 2020 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
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Zappix & HGS Digital Partner for Better Omnichannel Customer Experiences
To keep self-service experiences frictionless, Zappix has partnered with Hinduja Global Solutions (HGS) to provide intelligent virtual assistant and p…
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As Data Explodes in Cloud Contact Centers, the Security Spotlight Shifts to Internal Threats and Privileged Access Management
Contact Centers are one of the riskiest areas for enterprises, especially those which have a large customer base and are in highly regulated industrie…
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As Contact Centers Embrace Remote Work, Supervisor's Role Gets Redefined, Refocused
For contact center supervisors, the shift to remote work changed the dynamic of the job. In the WFH COVID era, supervisors must orchestrate an atomize…
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Hawaii Opening New Call Center to Handle Unemployment Claims
The state of Hawaii is launching a new call center to deal with an unprecedented number of unemployment calls and claims during the COVID-19 pandemic.…
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Call centers in the personal injury world, a new phenomenon
With personal injury you may think of an accident, injury and lawyers who recover the injuries from victims. You will not immediately think of a call …
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AI Call Center Platform Replicant Closes Series A Funding Round
Replicant's platform provides virtual customer service agents that can act on behalf of a company. The idea is to skip the need to put people on hold …
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With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save
while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given [email protected] requirement, operators…
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Infobip Helping Brands Create More 'Moments' with their Customers
Communications platform provider Infobip launched "Moments." This new omnichannel customer engagement hub helps brands understand their customers bett…
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First Insight Enhances VoC Analytics Platform
With First Insight, businesses can meet the needs of their customers using its Voice of Customer Analytics platform. The enterprise-grade digital prod…
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Customer Support Tips For Retailers To Address The COVID-19 Situation
With the increase in the number of COVID-19 cases across the world, there has been a significant impact in the retail industry. People are hesitant to…
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New Phone Scam Has Callers Posing as COVID-19 Contact Tracers
A new phone scam spreading throughout the U.S. has callers posing as COVID-19 contact tracers to glean personal and financial information from unsuspe…
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AWS Makes AI for Call Centers Available Through the AWS Partner Network
AWS CCI has solutions for self-service, live-call analytics and agent assist, and post-call analytics, making it possible for customers to quickly dep…
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DVSAnalytics Intros WFOaaS Offering for Amazon Connect
Recently, DVSAnalytics introduced Encore Workforce Optimization as a Service (WFOaaS) specifically for Amazon Connect. This enterprise-class solution …
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