Capacity acquired Textel to optimize the customer experience by extending an AI-enabled, two-way SMS feature to the Capacity customer base. Capacity i…

Salesforce recently announced innovations to help retailers grow and optimize advertising sales, gain a single view of transactions across digital and…

A new study by Forrester Consulting found that respondents' top business goals include a focus on improving the customer experience and that outbound …

The FBI is stepping up its efforts to stem the scams by appointing a permanent representative at the U.S. embassy in New Delhi.

Zappix offers visual self-service solutions to improve customer service and engagement experiences.

Valtech partnered with Gartner Peer Insights to tap into the mood about the current state of progress in digital transformation and the challenges of …

Info-Tech Research Group released its new blueprint titled "Key Metrics for Every CIO" to help companies define and narrow down the metrics that suppo…

Casey's General Stores sends more than 1 billion marketing messages to their more than 5.5 million Rewards loyalty members this year.

Verint Intelligent Interviewing is a component of Verint Workforce Management that identifies candidates who are more likely to exceed KPIs.

Businesses must engage with customers more on an individual level to build a deeper relationship.

Despite an uncertain economic climate, businesses continue to invest on customer experience and SaaS-based CX solutions.

Following its initial success from its first year after launch, Voya is focused on building out the Voya PAL chatbot experience with future enhancemen…

Verint Interaction Recording, which was certified for Microsoft Teams in October, helps companies manage the complexities of compliance.

MoEngage Inform is a unified messaging infrastructure that enables brands to build and manage multichannel transactional alerts through one API.

To fill service gaps, contact centers are bringing intelligent automation online to help reduce the pressure on live agents and deliver exceptional cu…

Simplr launched the EngageNow Suite to transform customer experience organizations into cost-efficient, revenue-generating programs that exceed custom…

Paris, France-based outsourced call center services and BPO giant Teleperformance has acquired PSG Global Solutions for approximately $300 million.

Sixty percent of customer service managers predict "the toughest winter yet" as they worry about losing customers in the run up to the holidays.

Agents need tools to provide holistic customer information, reduce resolution times, deliver more personalized service, and improve customer satisfact…

According to Frost & Sullivan, BFSI organizations are adopting the cloud to benefit from new technology, flexibility and reduced upfront costs.

Singapore-based iCXeed launched value-demand services that combine automation and artificial intelligence (AI) enabled technologies with what it calls…

Ascensos announced a partnership with IRIS Audio Technologies, the team behind the artificial intelligence-powered voice isolation app, IRIS Clarity.

Customers point to the same customer service pain points as they have for years when expressing frustration over their contact center experiences.

With customers demanding more proactive services on top of them becoming more digital savvy, businesses expect customer loyalty to decline.

JP Morgan Chase opened a virtual contact center in Detroit to support its customer service operations and the local community at the same time.

Salesforce unveiled Salesforce Genie, a hyperscale real-time data platform designed to power the entire Salesforce Customer 360 platform.

Amazon is working towards closing its physical contact centers and moving to a permanent work from home model, leveraging the power of its Amazon Conn…

New York- and Tel Aviv-based workforce management solutions provider Connecteam announced its all-in-one app will be available for free or small busin…

Through customer interviews and financial analysis, Forrester found that Verint customers realize a 271 percent ROI with a payback period of less than…

Zendesk introduced Intelligent Triage and Smart Assist, new AI solutions designed to help contact centers triage customer support requests automatical…

Carbyne raised $56 million in Series C funding to accelerate the digital transformation of mission-critical operations and government service centers …

Aceyus VUE is now available in the Five9 CX Marketplace for contact center deployment.

Ivy earned provisional status certification under the Texas Risk and Authorization Management Program.

90% of consumers who experienced a negative interaction would choose not to give business to that specific airline or hotel in the future unless there…

While automation is being leveraged across channels, the value proposition of voice-based automation makes it a high priority in contact centers.

UJET's AI-modeled Interaction Design for Virtual Agents will help companies identify common customer needs

Financial services customers are increasingly looking for assurances their PII and financial accounts are safe from cyber criminals.

90 percent of contact center leaders say improving the employee experience is a top priority for 2022-2023.

Genesys is building on its more than 20-year history supporting Brazil and announced new capabilities for the Genesys Cloud CX platform in Brazil.

Verint introduced native integration as part of the Verint Cloud Platform for Zoom Meetings and Zoom Phone interactions with Verint Engagement Data Ma…

Helpshift recently announced the results of a new survey that found that many brands are missing the mark on in-app customer service.

Observe.AI announced it has expanded its compliance certifications to include SOC 2 Type II and PCI DSS Level 1.

Customer support platform BirchAI joined Verint to provide an after-call work solution that automates documentation and call classification.

A study recently commissioned by Redpoint Global found that a majority of customers regularly receive mistargeted information from brands attempting t…

Sorted recently commissioned research that found that 44 percent of retail leaders say they don't have enough staff to support the upcoming peak seaso…

Laivly launched an AI platform that turns real-time intelligence into real-time action so contact centers can increase productivity.

Verint, a customer engagement company, was recognized in Ventana Research's Agent Management Value Index 2022.

NiSource Inc. announced the launch of chatbots and live chat technologies by its operating companies.

Increasingly, call centers are using marketing-based technology to broaden their reach and better target their prospects and customers with purchasing…

In today's digital world, a reception is still an important asset, but can be located anywhere in the world, and the role can be filled by any call ce…

Call center software applications provider TASKE Technology, Inc. announced that its TASKE Contact version 2021 is compliant with key Avaya OneCloud s…

Channelless digital customer service takes the concept of omnichannel customer experience to the next level.

Verint recently names its partner award winners at its Engage 2022 conference in Orlando.

The Interactive Voice Response (IVR) market size was valued at $4.1 billion in 2021 and is projected to reach $6.6 billion by 2030, growing at a compo…

Consumers say they want more self-service options, yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to …

Sprinklr has made its unified customer experience management platform, Unified-CXM, available in the Google Cloud Marketplace. The platform uses AI to…

Verint announced a strategic partnership and technology integration with Intelligent Voice Limited that will enable financial and trading organization…

Verint recognized its EMEA partners for their achievements in supporting Verint solutions and helping customers succeed.

Cordial collected data from consumers and revealed the changes in customer engagement expectations in "The New Era of Customer Engagement" report.

The Headsets.com customer journey is marked by real-time interactions, intelligent routing (no phone trees here), and advanced data reporting.

In a move that further proves its intent to focus on privacy of users, Google has announced it will no longer allow apps in the Google Play Store to r…

Artificial Intelligence (AI) is a technology that's seen rapid growth even just over the last decade. The ability for machines to understand and solve…

This combination of AI intelligence and human workforce skills can lead to unprecedented business results in the contact center, and Observe.AI is tak…

Technology Innovation Institute (TII), a research pillar of Abu Dhabi's Advanced Technology Research Council, said it has created the largest Arabic n…

This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized int…

Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Work…

Artificial Intelligence is in place within governments and municipalities across the globe to speed up automation and digital transformations as well …

Semafone, a provider of PCI DSS compliance solutions for payment and PCI data security for call and contact centers, recently announced a reseller par…

To help financial companies gain a better "big picture" view of their risk, NICE Actimize, a subsidiary of NICE, recently announced the launch of its …

Dialpad announced its AI Contact Center offering now includes new digital channels and virtual agent support.

Many US residents were extremely pleased to learn about President Biden's recent executive order to transform customer experiences for federal service…

TouchPoint One announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge.

Customer engagement company Verint received top scores in customer satisfaction in DMG Consulting LLC's 2021/2022 Workforce Optimization/Workforce Eng…

Call centers are under considerable pressure today. As both the number of contacts and the channels through which customers reach out escalate, there …

AI-based customer service solution developer Level AI secured $20 million in funding after completing its Series B investment round. Investors include…

A U.S. Park Police organization in southeast Washington was recently investigated by Interior Department after reports of call center operations takin…

If you're a fan of the legendary singer Meatloaf, you know two out of three ain't bad. But when it comes to consumer opinions, those numbers are worth…

For the last six years, Content Guru has been working with one of the UK's largest insurance companies, AXA UK to help innovate the way it delivers cu…

Cloud-native contact center solution developer Carbyne announced a new partnership with the Rio Grande Council of Governments(RGCOG) in Texas, in orde…

Pennsylvania-based call center services company AnswerNet closed its acquisition of Quality Contact Center Solutions (QCS) and its subsidiary, QCS At …

Cloud customer experience company Genesys recently announced it has partnered with Thrive, a behavior change technology company founded by Arianna Huf…

Cyara announced a new strategic partnership with government IT solutions provider, Carahsoft. Carahsoft will now be the Master Government Aggregator o…

Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent custome…

BraynCX leaders recognize contact center labor shortages will likely be a concern for the foreseeable future, they hope to launch the first ever autom…

To help address the more personalized training needs of agents, Calabrio has announced the introduction of its new coaching solution for agent perform…

According to a recent article by VentureBeat, conversation analysis platform developer Talkmap recently revealed it secured $8 million in new funding …

Faced with a record number of patient calls during the COVID omicron surge, the UI Health Care Patient Access Center has called in employees from othe…

Atlassian, a major software development company based in Australia, recently announced the acquisition of US artificial intelligence company, Percept …

More than almost any other industry, the hospitality industry has a need to not only be highly digital, but also exceptionally multilingual. Hotels ar…

Many companies spent the last two years attempting to move beyond outdated technical infrastructure. With digital activity and remote access being cor…

If you could improve one metric in your contact center, it would make sense to focus your energy on customer retention. Acquiring new customers is exp…

Appreciation for proper customer service has finally gained traction in the business world. After decades of disregarding and ignoring customer sentim…

Microsoft Teams is used by companies across the globe to unify chat, voice, video and file sharing for in-house, virtual and remote teams. The collabo…

Most companies understand the importance of a positive customer experience. It brings more business, return customers, word-of-mouth referrals and exp…

Businesses are fighting harder than ever to win over customers, and any issues regarding customer experiences can cause serious issues for brand loyal…

The government of Ontario, Canada has passed legislation to help teleworking employees disconnect from their work responsibilities after work hours.

To further improve its customer service automation and digital capabilities, Zurich Insurance Group (Zurich) has announced it will acquire AlphaChat.

Medallia, a leader in customer and employee experience solutions, recently announced a new Snappy Gifts integration to reward contact center agents.

Formula 1 racing is a top motorsport and one of the fastest track runs in the world. In addition to being a dream for any racer, it's also one of the …

Workforce management software provider Atoss recently partnered with Persistent Systems to introduce new customer relationship management integrations…