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Dubai Electricity and Water Authority and ITEXPO Keynoter Avaya Spark Innovation Talks

By: Greg Tavarez    11/16/2023

DEWA, by using Avaya technology, transformed its Customer Care Centre into an "Integrated Digital Interactive Hub," a platform that gives customers ac…

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SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement

By: Tracey E. Schelmetic    11/15/2023

Vonage recently announced that SuperPhone is helping brands increase engagement with customers, drive revenue and grow their business.

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TELUS International and Five9 Expand Partnership for CCaaS Platform

By: Tracey E. Schelmetic    11/14/2023

Digital experience solutions provider TELUS International recently announced that it partnered with customer experience platform company Five9 to laun…

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Certinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience

By: Greg Tavarez    11/14/2023

Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point…

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Customer Acquisition Cost Dilemma Linked to Dark Social

By: Greg Tavarez    11/14/2023

SimplicityDX research reveals a common trend in brands directing traffic to product detail pages as their preferred landing destination.

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Five9 Releases Custom Cloud Contact Center Solution for Student Engagement

By: Tracey E. Schelmetic    11/14/2023

Five9 OneStudent aims to redefine student engagement so higher education institutions can adapt and thrive as they experience unforeseen pressures and…

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CallMiner Announces New Generative AI Features to Manage and Enhance Data

By: Tracey E. Schelmetic    11/13/2023

Conversational intelligence solutions provider CallMiner has announced new and enhanced features in its flagship CallMiner platform.

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Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment

By: Tracey E. Schelmetic    11/13/2023

AI conversation intelligence company Marchex recently announced that it has launched its Call Summary and Sentiment Suite capabilities.

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Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers

By: Tracey E. Schelmetic    11/10/2023

Broadvoice, which provides hosted voice, UCaaS and CCaaS solutions for BPOs, recently announced a new program called CXHub, in partnership with global…

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Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season

By: Tracey E. Schelmetic    11/10/2023

New research from customer engagement solutions provider Verint examined how retailers are heading into the ever-critical holiday shopping season.

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Recipients of the 2023 CUSTOMER Contact Center as a Service (CCaaS) Products of the Year Award Announced

By: CustomerZone360 News    11/9/2023

The CCaaS Product of the Year Awards honor solutions that deliver top-tier, scalable, and feature-rich cloud-based contact center solutions to busines…

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JPMorgan Chase Announces Virtual Call Center Team in Baltimore

By: Tracey E. Schelmetic    11/9/2023

JPMorgan Chase recently announced the creation of a new virtual call center team in Baltimore, its second in the U.S.

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CUSTOMER Magazine Announces Recipients of the 2023 Conversational AI Excellence Awards

By: CustomerZone360 News    11/7/2023

The 2023 Conversational AI Excellence Awards celebrate the innovative and impactful use of conversational AI technology across various industries.

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LivePerson Introduces Suite of Conversational Intelligence Solutions

By: Tracey E. Schelmetic    11/7/2023

Conversational AI company LivePerson recently announced the launch of its Conversational Intelligence suite of capabilities, as well as its enterprise…

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Generative AI and Customer Service: Why Even the Pickiest Customers will Grow to Like It

By: Special Guest    11/6/2023

Generative AI solutions can create surprisingly life-like and natural-sounding responses to customer questions, simulating actual human conversations.

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Yeastar Reveals Changes and Plans to Its Contact Center Solution

By: Tracey E. Schelmetic    11/3/2023

Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution.

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ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center

By: Tracey E. Schelmetic    11/3/2023

The enhanced solution features an AI-powered agent burnout detection capability as well as GenAI-driven response recommendations.

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TMC Partners with Metrigy to Host Future of CX Expo 2024 Conference

By: CustomerZone360 News    11/2/2023

From CX transformation best practices to technology deep dives on AI/generative AI, chatbots, analytics, automation, workforce optimization, and more,…

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UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone

By: Tracey E. Schelmetic    11/2/2023

Quality monitoring solutions provider NICE announced that UK-based insurance broker Hastings Direct has improved its operations by migrating to the cl…

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Freshdesk vs Zendesk: What Should You Know Before Investing in?

By: Contributing Writer    10/31/2023

Discover key insights before investing in Freshdesk or Zendesk. Compare features, pricing, and benefits to choose the right customer support solution.

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