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Tracey E. Schelmetic Info
Back to Contributors Home »
Dot Commentary
By
Tracey E. Schelmetic
TMCnet Contributor
TMC
Tracey E. Schelmetic is a TMCnet contributing editor.
Latest Articles
Research Highlights the Challenges of Data Privacy in AI Technology Pursuits
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03/27/2024
Appdome Introduces Tools to Prevent Real-Time Malicious Social Engineering Attacks
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03/27/2024
Talkdesk and Verint Expand Partnership for Workforce Management
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03/26/2024
German Multinational Henkel Expands Relationship with Adobe for Generative AI
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03/25/2024
European Railway Company Chooses 3CLogic Contact Center for ServiceNow
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03/21/2024
LivePerson and Infinity Partner for Better Personalization of Digital Experiences
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03/21/2024
Las Vegas Valley Water District Chooses Talkdesk for CX
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03/20/2024
Sapia.ai Aims to Eliminate the Biases of AI Hiring Solutions
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03/20/2024
Deepgram Releases Text-to-Speech API Aura for AI Voice Agents
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03/19/2024
GoTo Announces GoTo Contact Center Pro CCaaS Solution
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03/19/2024
AudioCodes Adds Omnichannel Capabilities to Voca CIC
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03/15/2024
Talkdesk Adapts its Autopilot Virtual Agent for Healthcare Applications
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03/15/2024
Knowledge Work Automation Company M-Files Announces Strong Growth
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03/15/2024
Managed Cloud Services Company InterVision Adds CCaaS to its Platform
-
03/15/2024
Talkdesk Announces the Next Generation of Its Autopilot Virtual Agent
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03/14/2024
Salesforce Introduces Low-Code Tools to Customize Einstein Copilot
-
03/14/2024
Cyber Verify Announces 2024 Additions to Program for MSPs
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03/13/2024
MSP iQor Adds NICE CXone to Support Utility and Energy Customers
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03/13/2024
King Power Chooses 8x8's SMS API to Integrate into its E-Commerce Platform
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03/12/2024
Alorica Debuts Solution to Eliminate Language Barriers in Customer Support
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03/12/2024
Yellow.ai Introduces AI-Powered Customer Email Management Solution
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03/07/2024
Accelecom Adds CCaaS Solution to its Portfolio
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03/07/2024
Many Legal Firms are Still Wary of Using GenAI
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03/06/2024
8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center
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03/06/2024
Survey Finds Three-Quarters of Consumers Make Purchases Based on SMS
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03/05/2024
Cisco and Orange Business to Partner Again for Sustainability
-
03/05/2024
Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support
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03/04/2024
Bright Pattern Partners with Arthur Lawrence for CX Initiatives
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03/04/2024
Startup Zocks Aims to Accelerate Workflows and Reduce Unprofitable Data Entry Tasks with AI
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03/04/2024
Vonage Communication APIs Available in Japan, Courtesy of Partnership with KDDI
-
02/28/2024
Study Finds Strong Correlation Between Hotel and Retail Personalization and Spending
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02/27/2024
CallRail Adds AI-Powered Analytics to Further Understand the Customer Journey
-
02/27/2024
Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI
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02/26/2024
Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality
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02/26/2024
Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions
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02/23/2024
Nextiva Appoints Jim Nystrom to Chief Revenue Officer Role
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02/23/2024
McAfee Finds Cyberattacks Against Small Businesses are on the Rise
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02/09/2024
Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign
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02/09/2024
8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS
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02/09/2024
RingCentral Introduces Unified Patient Care Solution for Electronic Health Records
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02/09/2024
MSP iQor Adds NICE CXone to Its Portfolio
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02/09/2024
TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries
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02/08/2024
Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing
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02/08/2024
Verint Report Reveals Weaknesses in First-Generation CCaaS Solutions
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02/07/2024
Pictory Introduces Simple Script-to-Video Converter for Content Marketers
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02/07/2024
CIO Priorities Report Takes Temperature of IT Approach to GenAI
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02/07/2024
Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare
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01/29/2024
Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering
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01/29/2024
8x8 Debuts AI-Driven Video Meeting Transcription, Summaries and Follow-up
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01/26/2024
IntelePeer Aims to Help Build a Roadmap to Customer Service Automation
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01/26/2024
Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution
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01/26/2024
Hammer Announces Hammer Edge QA Addition to Cloud Platform
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01/26/2024
Vonage Study Highlights Customer Frustrations with Support Experiences
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01/25/2024
Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers
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01/25/2024
IntelePeer Announces Wins for Customers with Generative AI Solution
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01/02/2024
NICE Announces the Closing of LiveVox Acquisition
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01/01/2024
Genesys Cloud Platform Authorized for StateRAMP Cybersecurity
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12/29/2023
Talkdesk Debuts Support Solution Designed for Higher Education
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12/29/2023
NICE's CXone Fall Release Expands AI and Automation Capabilities
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12/29/2023
MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs
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12/28/2023
AI and ML are the 'Biggest Business Drivers,' But Skills Gaps Remain Significant
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12/21/2023
MSP NUSO Acquires Italian SaaS Company Mida Solutions
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12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
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12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer
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12/21/2023
What's Next: SolarWinds Offers IT Predictions for 2024
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12/20/2023
Coveo's Relevance Generative Answering Solution, Now Generally Available
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12/20/2023
Uncovering Motives Behind Enterprise Adoptions of Generative AI
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12/19/2023
Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub
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12/19/2023
CommBox Debuts Generative AI Chatbot Support for the Call Center
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12/13/2023
Examining the Enthusiasm Gap for AI Customer Support Between Executives and Customers
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12/13/2023
8x8 Inc. Introduces Sales Assist for Retailers
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12/13/2023
Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls
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12/12/2023
Zoom Announces New Tiered Pricing Plan for Zoom Contact Center Suite
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12/12/2023
Macorva Introduces AI Customer Feedback Reports
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12/11/2023
Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions
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12/11/2023
AWS Introduces Amazon Q Generative AI-Powered Assistant for Business
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12/08/2023
Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents
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12/07/2023
Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions
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12/06/2023
Study Finds That Just Over Half of Americans Are Positive About the Future of Chatbots
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12/05/2023
Cyara Acquires AI Testing Company QBox
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12/05/2023
Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations
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12/04/2023
Operata Introduces New Suite of Tools to Further Customer Experience Observability
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12/04/2023
Club Med Expands Deployment of NICE CXone Following Positive Results
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11/22/2023
Twilio and Nylas Partner on Improved Call Center Access to Communication Tools
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11/22/2023
AI-Driven Analytics Company BlastPoint Reaps $8M in Seed Funding
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11/22/2023
RingCentral Announces Availability of AI-First Contact Center Offering
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11/21/2023
Sprinklr and infinit.cx Partner for Cloud-Based Customer Support Across Digital Channels
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11/21/2023
Dropbox and NVIDIA Partner on AI-Driven Improvements for the Flow of Knowledge Work
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11/21/2023
Cognigy Introduces an AI Copilot for Busy Call Center Workers
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11/20/2023
Professional Audio and Video Eliminates Many Drawbacks of Virtual Meetings
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11/16/2023
IDC White Paper Examines AI-Enabled Decision Making Initiatives
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11/15/2023
SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement
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11/15/2023
TELUS International and Five9 Expand Partnership for CCaaS Platform
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11/14/2023
Five9 Releases Custom Cloud Contact Center Solution for Student Engagement
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11/14/2023
TELUS and Five9 Expand Partnership for CCaaS Platform
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11/13/2023
CallMiner Announces New Generative AI Features to Manage and Enhance Data
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11/13/2023
Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment
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11/13/2023
Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers
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11/10/2023
Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season
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11/10/2023
JPMorgan Chase Announces Virtual Call Center Team in Baltimore
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11/09/2023
8x8 Reports Significantly Positive Results for Users of its Intelligent Customer Assistants
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11/08/2023
Study Uncovers Worker Attitudes Toward the Time-Saving Potential of Generative AI
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11/08/2023
LivePerson Introduces Suite of Conversational Intelligence Solutions
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11/07/2023
Glia Announces Wide Adoption of its Glia Virtual Assistant Technology
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11/07/2023
Yeastar Reveals Changes and Plans to Its Contact Center Solution
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11/03/2023
ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center
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11/03/2023
UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone
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11/02/2023
Dialpad Introduces AI-Driven Playbooks for Contact Center Agent Guidance
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11/01/2023
CallRail Adds Features That Automatically Process Sales Lead Intelligence
-
10/31/2023
Verint Expands Partnership with Zoom Via the ISV Exchange Program
-
10/31/2023
AMC Technology Releases DaVinci Integration for Microsoft Teams
-
10/23/2023
New Study Evaluates Business Users' Experiences with SAP Downtime
-
10/23/2023
Study Finds Data Quality at the Core of AI Automation Success
-
10/20/2023
Verint Launches New Specialized Bot to Protect Customer Data
-
10/20/2023
Talkdesk Announces Product Enhancements to GenAI Capabilities in its CX Cloud Platform
-
10/19/2023
New Study Reveals Improving Customer Attitude Toward Intelligent Virtual Assistants
-
10/19/2023
SugarCRM Announces the Addition of Embedded Generative AI Capabilities
-
10/13/2023
8x8 Contact Center Expands to Offer Native Video Functionality
-
10/13/2023
Hyro and UST Partner for Conversational AI for Healthcare Patient Contact Automation
-
10/13/2023
AI Steps into the Breach to Help Evaluate the Customer Experience in Post-Call Surveys
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10/12/2023
NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop
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10/12/2023
SugarCRM and SYSPRO Partner to Increase Front- and Back-Office Communications
-
10/11/2023
AAA Partners with Sinch to Enable Roadside Assistance via Chat in Areas with No Cellular Coverage
-
10/09/2023
Dialpad Launches AI-Powered Feature to Automatically Redact Sensitive Customer Information
-
10/06/2023
Study Finds Nearly All Companies Plan to Expand Spending on Conversational AI
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10/06/2023
New Study Reveals the Role Large Language Models Play in Phishing Attacks
-
10/04/2023
Lucidworks Study Finds Nearly Unanimous Enthusiasm for Generative AI in Retail
-
10/03/2023
UserEvidence Turns Survey Feedback into Customer Stories, Raises $9 Million in Funding
-
10/03/2023
Study Finds CRM's Importance is Rising, Along with Customer Expectations of Personalization
-
10/02/2023
Younger 'Digital Native' Workers Drive Changes to the Digital Employee Experience
-
09/29/2023
Customers Believe Companies Are Making Them Work Too Hard
-
09/29/2023
AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI
-
09/28/2023
Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT
-
09/27/2023
Infosys and NVIDIA Expand Partnership for 'AI First' Offerings
-
09/27/2023
IntelePeer Expands Its Call Summary Dashboard to Enhance Contact Center Workflows
-
09/19/2023
BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
-
09/19/2023
Study Uncovers Insight into How Marketers Are Using Their Data Stacks
-
09/18/2023
Study Finds the Cost of Poor Customer Support Continues to Rise
-
09/18/2023
Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
-
09/15/2023
Salesforce Adds Einstein Copilot AI Assistant to Assist with Workflow
-
09/15/2023
8x8 Inc. Launches Voice Conversational AI Capabilities in Flagship Contact Center Product
-
09/11/2023
CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
-
09/11/2023
Verint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace
-
09/06/2023
Zoho Finds CRM is a Game-Changer for Small Businesses
-
09/06/2023
CallCabinet Announces Integration of Its Recording and Analytics Solution with Zoom Contact Center
-
09/05/2023
New Study Measures Consumer Attitudes Toward AI in Customer Support
-
09/05/2023
Narakeet Launches AI Solution to Convert Video Subtitles into Native Speech
-
09/01/2023
Talkdesk Joins EHR Company Epic's Partner Program to Improve the Patient Experience
-
09/01/2023
Appen Limited Launches New Solutions to Reduce Bias and Toxicity in Chatbots
-
08/31/2023
Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform
-
08/31/2023
Twilio Announces New Capabilities for CustomerAI Engagement Platform
-
08/29/2023
Branded Calling Company First Orion has Surpassed One Billion Calls for the Year
-
08/28/2023
8x8 Underscores Success of Supervisor Workspace Solution Introduced in March
-
08/25/2023
Verint and Five9 Study Uncovers the Importance of Storing Customer Data in a Unified Hub
-
08/25/2023
LiveVox Partners with ITEXPO Exhibitor Jenne to Offer CCaaS Capabilities
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08/24/2023
Dialpad Debuts DialpadGPT to Automate Tasks Across the Enterprise Using LLM
-
08/23/2023
Newly Rebranded Airkit.ai Launches Airkit.ai eCommerce Solution for No-Code AI Agents
-
08/23/2023
LiveVox Partners with Cloud Services Broker Jenne to Offer CCaaS Capabilities
-
08/21/2023
Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services
-
08/21/2023
SoundHound AI Introduces Subscription Version of its AI-Driven Smart Answering Service
-
08/17/2023
Verint Study Finds Customer Expectations Continue to Rise
-
08/16/2023
RingCentral Offers RingSense for Phone Solution to Capture Intelligence from Calls Using AI
-
08/15/2023
Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry
-
08/15/2023
Ring Central Introduces RingCX Native Contact Center Solution
-
08/14/2023
Salesforce Launches Starter All-in-One CRM App for Small Businesses
-
08/14/2023
Study Finds E-Commerce Cart Abandonment is Often About Perceptions of Digital Security
-
08/10/2023
Cogito and Medallia Partner for Customer Data-Driven Experience Management
-
08/09/2023
AudioCodes Announces Microsoft Teams Certification for Voca CIC Product
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08/09/2023
Language I/O Raises $8 Million in Funding for Real-Time Translation Technology
-
08/08/2023
Televerde Begins New Call Center Program at Indiana Women's Prison
-
08/08/2023
ASAPP Launches Tool for AI-Based Automated Agent Evaluation
-
08/07/2023
NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions
-
08/01/2023
Most Call Center Agents Don't Believe AI Will Steal Their Job
-
07/31/2023
Twilio and AWS Deepen Partnership Around Predictive AI Technology
-
07/31/2023
Engagedly Examines the State of AI in Human Resource Management
-
07/28/2023
AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences
-
07/28/2023
LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations
-
07/28/2023
NICE Announces 1K Every Day Initiative for Enlighten AI Solution
-
07/27/2023
Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data
-
07/24/2023
Underscoring the Importance of Implementing and Measuring Efficiency in the Workplace
-
07/24/2023
Emplifi Expands 2023 Feature Set for Customer Engagement Platform
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07/20/2023
ComputerTalk and Tethr Partner to Mine Customer Interactions for Conversational Intelligence
-
07/20/2023
IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions
-
07/19/2023
MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket
-
07/19/2023
G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering
-
07/12/2023
Genesys Announces FedRAMP Authorization for Its Cloud CX Platform
-
07/12/2023
Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric
-
07/11/2023
Sinch Launches Smart Conversations Technology to Aid Human Agents with AI
-
07/11/2023
Qtrac and Raydiant Partner to Deliver Customized Customer Experiences
-
07/10/2023
Most Executives Believe the Benefits of Generative AI Outweigh the Risks
-
07/10/2023
How Good Are Today's CX Programs? It Depends on Whether You Ask Customers or Companies
-
07/03/2023
MSP and BPO iQor Partners with AmplifAI Performance Enablement
-
07/03/2023
Contact Center Quality Management Company EvaluAgent Announces $20M in Funding
-
06/29/2023
LivePerson Voice AI Solution Adopted by Tampa Area Urgent Care Network
-
06/29/2023
Disparate AI Solutions Can Create Automation Silos That Lower Customer Care Quality
-
06/28/2023
trDisparate AI Solutions Can Create Automation Silos That Lower Customer Care Quality
-
06/28/2023
Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance
-
06/28/2023
Intuit Expands GenOS Platform to Include Financial Large Language Models
-
06/26/2023
Twilio Announces New CustomerAI Solution for Customer Engagement Platform
-
06/26/2023
NICE Introduces Three New Solutions for Enlighten AI for CX
-
06/23/2023
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