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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

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More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

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The benefits of Salesforce phone system integration

By: Contributing Writer    9/27/2023

Salesforce, the global leader in CRM solutions, provides various software options to assist companies in effectively managing their customer relations…

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Now Available from Zoom: Workforce Engagement Management Suite for Contact Centers

By: Alex Passett    9/26/2023

Now available for Zoom Contact Center customers, Zoom's new Workforce Engagement Management suite (including its Workforce Management and Quality Mana…

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The Great Generational Shopping Divide: Feedback and Patterns of Boomers, Gen X, Millennials, and Gen Z

By: Alex Passett    9/25/2023

A new report titled "The Great Generational Shopping Divide" studied plenty of distinct differences between generations' expectations and preferences.

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Modern Keystones of CX Success: New Report Reviews Competitive Growth Differentiators and Trends

By: Alex Passett    9/22/2023

The customer experience (CX) yardstick is changing and companies need a bevy of comprehensive and modernized CX capabilities (e.g. AI, analytics tools…

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Cross-Channel Customer Experiences Surge through Vonage's 'Conversations for Salesforce'

By: Greg Tavarez    9/20/2023

Vonage launched Vonage "Conversations for Salesforce," a configurable omnichannel messaging app powered by the Vonage Communications Platform.

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BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering

By: Tracey E. Schelmetic    9/19/2023

Business process outsourcing company ibex recently announced a partnership with Genesys to offer next generation omnichannel customer experience (CX) …

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ITEXPO 2024 Keynoter Genesys Sees Cloud CX Platform Surpass 1 Million Users

By: Greg Tavarez    9/19/2023

Genesys ended the second quarter of fiscal year 2024 with nearly $1.2 billion in annual recurring revenue.

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Study Finds the Cost of Poor Customer Support Continues to Rise

By: Tracey E. Schelmetic    9/18/2023

A new study commissioned by generative AI customer service platform found that customers' expectations continue to rise, and the costs for d…

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Customer Experience at the Next Level: Content Guru Integrates Google Business Messages with Storm

By: Greg Tavarez    9/15/2023

The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virt…

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Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn

By: Tracey E. Schelmetic    9/15/2023

Intradiem's AI model measures the data against expectations or past performance in real-time and designates each agent's burnout risk assessment on it…

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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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