CustomerZone360 NEWS
CustomerZone360 Home
CCaaS Consultant Cloudlinx Joins Edify Channel to Drive Future of Work Initiatives
CCaaS consultant Cloudlinx has joined the Edify channel program to bring its customers an AI-driven contact center solution with unified business comm…
Read More
4 Fatal CX Measurement Mistakes Every Enterprise Should Avoid
Customer-centric organizations are on track to invest more than $10 billion this year to measure customer experience. So, why have 86% of companies fa…
Read More
Sytel Enables Fully Functioning Contact Center for Teleworkers over the Weekend
Sytel transitioned a customer's contact center to the cloud starting Friday night and was able to have it up and running by the time business opened M…
Read More
Thrio, TELUS Launch AI-Driven CC360 Customer Engagement Platform
Thrio and TELUS have introduced Cloud Contact 360, an AI-driven customer engagement solution to meet customers on their terms and deliver fast, effect…
Read More
Coping with COVID-19 Call Volumes and Overwhelming Challenges
There is no letting up of the spread of COVID-19, as the global pandemic continues to move through the world's largest countries, including the U.S., …
Read More
Above Average: The Art and Science of Contact Center Metrics
Earlier this month, Grand View Research released a major market analysis and report forecasting the global contact center software market will grow to…
Read More
A Healthy Response to Global Coronavirus Pandemic Through Operational Excellence in the Contact Center
We asked Sean Erickson, Managing Director at Eventus, a contact center and CX advisory, technology, and managed solutions firm based in Denver, Colora…
Read More
Data Driven, Customer Defined: Data For The Sake of CX Improvement
The shift we are seeing in is to take this data and associate it with outcomes - measurable business outcomes - that transcend "cost savings." While t…
Read More
Serenova, Lifesize Merge, More to Come?
CCaaS provider Serenova and video collaboration vendor Lifesize have merged, looking to buuild on the momentum in the UCaaS market.
Read More
Why Call Recording Quality Monitoring is Essential for Your Call Center
Customer calls to cell-phone companies, banks, airlines, insurers or tech-support contact centers are mostly met with the automated declaration: "This…
Read More
Recipients of the 2020 CUSTOMER Products of the Year Award Announced
TMC announced the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine.
Read More
Why Unified Communications Needs to Include Contact Centers
Smart businesses are unifying their communications and contact center technologies to create more efficient operations and better customer experiences…
Read More
InMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse
InMoment has acquired MaritzCX to create a CX powerhouse. CMO Kristi Knight is excited about the opportunities the new company has.
Read More
Hotels Tap Total Connect Now to Deliver Great Experiences and Improve Operational Efficiency
With more competition from challengers like Airbnb and VRBO, and rising expectations from consumers, especially Millennials who live digitally and con…
Read More
Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence
Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual custo…
Read More
Future of Work Speaker: The Problem with AI Assistants is They're Not Human Enough
Allison SMith talks AI and IVR and what's keeping the technology from massive uptake.
Read More
ITEXPO Speaker Thrio: Customers Comparing CX Across Markets, Changing the Competitive Dynamic
Customers will be more likely to walk away from companies they do business with more quickly than in the past. My reasoning is consumers don't compare…
Read More
Five Trends Shaping the Future of Customer Support
Few industries are evolving at a faster pace than customer service and support. With an influx of new technologies, contact centers have a wealth of d…
Read More
Aculab Helps IPI Reduce Call Center Identity Verification Time from 38 to 5 Seconds
IPI has partnered with Aculab to deliver an enhanced and more secure customer experience through a voice identity and verification system.
Read More
CUSTOMER Magazine Announces Recipients of the 2019 Customer Experience Innovation Awards
TMC announced today the winners of 2019 Customer Experience Innovation Awards, presented by TMC's CUSTOMER magazine.
Read More