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Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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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Breaking Down Silos: Verint Launches Enterprise Experience Management
Verint introduced Verint Enterprise Experience Management, a solution that enables organizations to gather and analyze customer experience insights ac…
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Bandwidth Partners with IT Consulting Company Miratech for Cloud CX
Cloud communications company Bandwidth and IT consulting company Miratech recently announced a collaboration in an effort to accelerate digital custom…
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