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NICE's Acquisition of LiveVox Sets New Standard in Proactive Outreach Through Conversational AI
Organizations have the opportunity to accelerate their CX operations into the digital era with smart conversational AI at scale with NICE acquiring Li…
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New Solution by HGS Transforms Customer Interactions with AI
Agent X is engineered to streamline the workflow of call center agents while simultaneously elevating customer interactions.
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UserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding
UserEvidence, a Wyoming-based customer voice platform for business-to-business go-to-market (GTM) teams, debuted a new customer voice platform to turn…
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Study Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization
To explore how CRM is changing to provide more customized interactions, CRM company SugarCRM recently surveyed more than 800 global business-to-busine…
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Customers Believe Companies Are Making Them Work Too Hard
According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…
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Bandwidth, Google and Cognigy Shake Up Contact Center AI
Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…
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AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…
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Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
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
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
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
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
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
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'
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
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
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
A new study commissioned by generative AI customer service platform Airkit.ai 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
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
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
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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