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Recipients of the 2024 CUSTOMER Product of the Year Award Announced
The CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries and are enabling their c…
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Yellow.ai Introduces AI-Powered Customer Email Management Solution
AI-powered customer service automation company Yellow.ai recently announced a solution: the general availability of Email Automation to effectively ma…
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Accelecom Adds CCaaS Solution to its Portfolio
Next-generation fiber and cloud-based communications solutions provider Accelecom recently announced the launch of its latest Contact Center as a Serv…
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8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center
8x8 recently introduced a product called 8x8 Engage, an AI-powered solution designed to enable cross-organization customer engagement for enhanced cus…
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Survey Finds Three-Quarters of Consumers Make Purchases Based on SMS
Mobile engagement platform solutions provider Vibes recently announced the findings from its comprehensive annual Consumer Insights survey for 2024.
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Gupshup and Google Cloud Bring Advanced AI Chatbots to RCS
Gupshup's Conversational AI suite now utilizes Google Cloud's Vertex AI platform. This integration grants Gupshup's global clientele access to the pow…
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Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support
Customer experience solutions provider Enghouse Interactive recently announced the launch of its next-generation artificial intelligence (AI) products…
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Bright Pattern Partners with Arthur Lawrence for CX Initiatives
Omnichannel contact center software solutions provider Bright Pattern recently formed a partnership with Houston-based management and technology consu…
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Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending
Enterprise experience platform solutions provider Medallia, Inc. recently announced the findings of its new research report, "Understanding Personaliz…
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Unmasking the Menace: How Deepfakes Pose Phishing Attacks on Customer Service
Deepfake scammers are coming for your customers. As AI becomes increasingly sophisticated, cybercriminals are creating deepfake content that is increa…
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CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey
AI-powered lead intelligence solutions provider CallRail has announced AI-driven, self-reported attribution capabilities as a part of its innovation p…
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Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI
Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…
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Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality
A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…
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Unified Office Combines Sentiment Analysis with Real-Time Alerts
Unified Office combined its next-generation Sentiment Analysis tool with the Premium Notifications product to provide real-time emotion detection and …
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Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions
AI customer communications platform Iterable (together with Wakefield Research) recently released the results of new survey designed to reveal the way…
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Companies Must Consolidate Information for Effective Customer Interactions
Beth Schultz, vice president of research and principal analyst, Metrigy, led a panel discussion at Future of CX Expo, featuring Whitney Meer, applied …
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Tracking the ROI of AI: A Broad Future of CX Expo Conversation, part of the #TECHSUPERSHOW Experience
At this year's Future of CX Expo (taking place at the beautiful Broward County Convention Center in Fort Lauderdale, Florida), our team attended a sta…
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Invest in Agents to Improve Customer Experience
A panel discussion at Future of CX Expo 2024 looked at how successful companies are using the latest technologies, including AI and next-generation wo…
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Image-to-Text Conversion: A New Way to Access Information
Easy access to information is more important in this digital world. Information is all around us in a variety of formats, from handwritten notes and p…
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Exploring How AI Strategies Fit Into Marketing and Sales at Generative AI Expo 2024
This year's Generative AI Expo at the Broward County Convention Center in Fort Lauderdale, Florida is abuzz with all the latest talk regarding artific…
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