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CCaaS Boom to Break the Bank: Subscriptions Slated for $18B Mark by 2028

By: Greg Tavarez    12/18/2023

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

By: Tracey E. Schelmetic    12/13/2023

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

By: Tracey E. Schelmetic    12/13/2023

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

By: Tracey E. Schelmetic    12/13/2023

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

By: Tracey E. Schelmetic    12/12/2023

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

By: Greg Tavarez    12/12/2023

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

By: Tracey E. Schelmetic    12/11/2023

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

By: Tracey E. Schelmetic    12/7/2023

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

By: Greg Tavarez    12/6/2023

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

By: Contributing Writer    12/6/2023

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

By: Greg Tavarez    12/6/2023

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

By: Tracey E. Schelmetic    12/6/2023

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

By: Greg Tavarez    12/5/2023

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

By: Tracey E. Schelmetic    12/5/2023

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

By: Greg Tavarez    12/4/2023

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

By: Tracey E. Schelmetic    12/4/2023

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

By: Tracey E. Schelmetic    12/4/2023

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

By: Tracey E. Schelmetic    11/22/2023

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

By: Tracey E. Schelmetic    11/22/2023

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

By: Greg Tavarez    11/20/2023

Avaya further strengthened its executive leadership team and related plans to accelerate its innovation strategy and growth.

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