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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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