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Supervisors Must Deploy Strategies to Keep Remote Call Center Agents Motivated

By: Greg Tavarez    10/19/2023

Supervisors of call center agents need to develop effective strategies for addressing these challenges as they are the ones who need to step forward t…

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8x8 Contact Center Expands to Offer Native Video Functionality

By: Tracey E. Schelmetic    10/13/2023

Cloud contact center and unified communications solutions provider 8x8, Inc. recently announced the upcoming availability of native video functionalit…

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Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation

By: Tracey E. Schelmetic    10/13/2023

Conversational AI for healthcare company Hyro recently partnered with digital transformation solutions provider UST. Together, they're enabling UST Co…

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AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys

By: Tracey E. Schelmetic    10/12/2023

SQM Group Inc., maker of Customer Service QA Software, noted in a recent press release that surveys are crucial in helping businesses refine their cus…

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NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop

By: Tracey E. Schelmetic    10/12/2023

NovelVox, a contact center experience optimization company, recently announced that it has joined forces with Zoom to unify the Zoom Contact Center ex…

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Call Center Solutions Broadens Prescence with Third Center

By: Greg Tavarez    10/12/2023

Call Center Solutions established itself as a go-to provider of contact center solutions, elevating its capacity to deliver service to clients.

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SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications

By: Tracey E. Schelmetic    10/11/2023

The joint SYSPRO ERP and SugarCRM platform enables two-way sharing of information from both platforms.

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AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage

By: Tracey E. Schelmetic    10/9/2023

AAA and cloud communications company Sinch recently announced they are partnering to expand chat capabilities for individuals requesting roadside assi…

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AssistGPT by eGain: The Shortcut to Effortless Customer Engagement Knowledge

By: Greg Tavarez    10/6/2023

AssistGPT, embedded within the eGain Knowledge Hub and driven by generative AI technology, represents a comprehensive zero-code solution for Knowledge…

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Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information

By: Tracey E. Schelmetic    10/6/2023

Dialpad announced the release of PII Redaction, an AI-powered tool designed to fortify privacy safeguards of personal identifiable information (PII) a…

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Unlock Customer Engagement Success with Convey's EPaaS

By: Greg Tavarez    10/5/2023

Convey's EPaaS boasts a comprehensive set of capabilities designed to elevate customer engagement and streamline digital interaction processes.

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NICE's Acquisition of LiveVox Sets New Standard in Proactive Outreach Through Conversational AI

By: Greg Tavarez    10/4/2023

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

By: Greg Tavarez    10/3/2023

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

By: Tracey E. Schelmetic    10/3/2023

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

By: Tracey E. Schelmetic    10/2/2023

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

By: Tracey E. Schelmetic    9/29/2023

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

By: Greg Tavarez    9/29/2023

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

By: Tracey E. Schelmetic    9/28/2023

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

By: Tracey E. Schelmetic    9/27/2023

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

By: Greg Tavarez    9/27/2023

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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