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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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Verint Expands Partnership with Zoom Via the ISV Exchange Program

By: Tracey E. Schelmetic    10/31/2023

Verint Data Management solutions are currently integrated with Zoom Phone and Zoom Meetings to help businesses capture, archive, analyze, ensure compl…

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Why a Company Invested in Diversity Leads to Employee Retention

By: Contributing Writer    10/30/2023

Think about some of the best places you've ever worked. They were likely made up of a diverse mix of people from all races, belief systems and age gro…

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AMC Technology Releases DaVinci Integration for Microsoft Teams

By: Tracey E. Schelmetic    10/23/2023

Orchestration platform provider for customer experience solutions AMC Technology recently announced its latest innovation - DaVinci for Microsoft Team…

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TMC Announces Winners of the 2023 CUSTOMER Magazine TMC Labs Innovation Award

By: CustomerZone360 News    10/23/2023

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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TMC Labs CUSTOMER Innovation Award Winners Showcase the Transformative Power of Technology in Customer Service

By: CustomerZone360 Staff    10/23/2023

The 2023 TMC Labs CUSTOMER Innovation Awards spotlight trailblazing solutions in contact center technology, underscoring the industry's commitment to …

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Exploring E-Commerce Trends, Strategies, and Key Considerations for Building Online Store in 2023

By: Contributing Writer    10/23/2023

Retail businesses and other vendors in 2023 need to develop an online presence. The trends show e-commerce is rising steeply, and by 2026, global onli…

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Study Finds Data Quality at the Core of AI Automation Success

By: Tracey E. Schelmetic    10/20/2023

Research conducted by customer engagement company Twilio recently found that AI-based automation has emerged as the primary means by which businesses …

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Verint Launches New Specialized Bot to Protect Customer Data

By: Tracey E. Schelmetic    10/20/2023

Verint's Open CCaaS Platform offers multiple approaches to data protection, helping ensure the highest levels of data security and compliance for cust…

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New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants

By: Tracey E. Schelmetic    10/19/2023

A new customer experience benchmark report commissioned by AI platform provider revealed a growing acceptance of AI-powered intelligent virtua…

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