, Zoom announced that it has entered into a definitive agreement to acquire Solvvy, a conversational artificial intelligence (AI) and automation platf…

Zendesk Inc. unveiled new conversational customer relationship management. Zendesk also announced a new employee experience offering.

Pindrop announced a new partnership with Google Cloud that will enable it to build and offer new authentication solutions to enhance call center exper…

iQor has been investing resources to expand domestic contact center infrastructure in a move to improve customer experiences businesses provide and to…

Customer experience today is the worst it's ever been. Contact centers are facing an emerging business crisis with fewer agents, rising costs, unpredi…

As it turns out, customers value a good experience so highly, they would pay for it. In its 2022 Achieving Customer Amazement customer service researc…

Customers today have a lot of things to say, and they expect to be heard. In an increasingly automated world, however, they may struggle to believe an…

Avaya announced it was recently chosen to provide its Avaya OneCloud platform for Advanced Call Center Technologies (ACT).

Talkdesk recently announced that it has taken its relationship with Google further and has been named an official Chrome Enterprise Recommended (CER) …

Meeting customer demand is contact center job number one. As customer expectations continue to ascend higher than ever, too many operations are simply…

Nashville-Tennessee-based CGS Administrators LLC (CGS), providing services and technical solutions to the Centers for Medicare & Medicaid Services (CM…

Affordably billed Allegiant Air, which operates scheduled and charter flights, is enraging customers by canceling hundreds of flights and then being u…

India's Kerala Tourism has announced a new 24x7 WhatsApp chatbot to assist tourists and travelers. The Maya chatbot is designed to give travelers acce…

Twilio announced the deployment of a new API for its Flex contact center service that combines the platform's existing chat channels under a single um…

Global cloud communications company Bandwidth announced a new partnership with voice authentication tech provider, Pindrop. Enterprise customers will …

Customer engagement solution developer Engageware announced the release of the Customer Engagement in Banking Report: The Path Forward for 2022.

The city recently profiled retired police officer Coretta Buggs in an effort to help residents understand how their 311 call center can help.

UJET's new offering provides peace of mind for contact center operations thanks to automatic failover between public cloud infrastructures.

Business research company GetApp revealed the result of the 2022 Category Leader ranking for Auto Dialer software, providing a score for prominent com…

Tucson officials recently appointed Sharon McDonough to the position of director of Tucson's Public Safety Communications Department, the office that …

CaaS solution company and IDT subsidiary net2phone announced the acquisition of Integra, a contact center solution provider operating in Europe, North…

Companies today spend a lot of time advancing technology to make it difficult for thieves and other unauthorized personnel to access our personal acco…

Cloud-based customer service solutions provider LiveVox Holdings, Inc. announced a strategic partnership with Sandler Partners. The agreement will bri…

Two leading hotel chains recently turned to Bright Pattern to deploy its omnichannel contact center software.

Contact center software developer NovelVox recently announced more than 75 third party integrations for Cisco Webex CC. These integrations support age…

This week, cloud communications company Voximplant announced the launch of Avatar: a new Natural Language Processing (NLP) service designed to help de…

The growing trend toward remote work coupled with the COVID-19 pandemic has left call center supervisors managing a largely remote set of agents. Mana…

According to a joint research study by Pegasystems and Savanta, a significant number of customer service agents across the globe say outdated tech is …

Could better visibility into your sales process increase sales? It's a good question, as most organizations have very little insight to their sales pr…

The Department of Justice for the Northern District of Georgia announced multiple Indian-based call centers, as well as their directors, have been ind…

Contact center solution developer 3CLogic recently revealed Körber Business Area Pharma, a leading provider of Manufacturing Execution Systems (MES) p…

Cloud contact center leader Talkdesk recently announced Wealthify, a UK-based digital investment service provider, selected Talkdesk CX Cloud to trans…

Bandwidth unveiled Duet for Genesys, a new offering to support enterprises with legacy telephony infrastructure to quickly integrate complex telephony…

What is the future of customer service? Is it chatbots? Is it conversational AI? IVR? Is it omnichannel? Yes, yes, yes and yes, but the shift taking p…

Many companies today, faced with the uncertainty involved in running a customer support operation, are turning to business process outsourcing (BPO) p…

Unified-CXM platform provider Sprinklr is one company attempting to improve contact center operations, recently announcing the launch of Sprinklr Mode…

While artificial intelligence will never replace human intelligence, it has helped many companies build a solid customer support foundation, handling …

Enterprises tend to get the most attention for the latest cloud-based contact center products. This makes sense, as big organizations often deal with …

Second Nature, an AI-powered sales coaching platform provider, is one company looking to improve sales training outside of office environments. The co…

What's the difference between multichannel and omnichannel? While many organizations have multiple channels through which customers can contact them, …

Offering customers a solid product portfolio and providing quality service is certainly a strong plan for business development. With global competitio…

Customer service channels are the main artery connecting customers with businesses. In many cases, they are relied upon to provide information, answer…

Contact centers have experienced drastic transformations over the last two years , as a global pandemic conditions changed the way we work, access inf…

What will customer service look like once the global COVID-19 pandemic is over? It's a reasonable question. Certainly, customers will disregard the pa…

Eckoh officially purchased secure payment solutions provider Syntec for £31 million ($41 million), and will use Syntec's products and expertise to exp…

As businesses start to rebuild and look to strengthen customer service, the push to improve call center conditions and benefits is on the rise.

Improving customer service has been a high priority across all areas of businesses. That need turned up dramatically over the course of the pandemic, …

Business software solution company Q-nomy recently revealed a new virtual lobby application for contact center and customer service operations.

In 2020, many call centers management teams decide to make a major shift in their operations. Although many call centers were already considering a di…

According to a recent article by Independent, BT Group revealed plans to hire 150 new contact center agents to support its New Castle contact center, …

Cloud communications leader 8x8 recently announced DMV Veterinary Centers, one of Canada's leading animal emergency service providers, is utilizing th…

To help companies make the best choices when they embark on digital reinvention, TTEC Holdings, Inc., a provider of customer care services and technol…

According to a recent article by John O'Hara, President of EMEA at NICE Systems, 2022 will mark a critical turning point for investing in contact cent…

NTT Marketing ACT, one of the largest business process outsourcers (BPO) in Japan, has announced it will utilize NICE Nexidia and Enlighten solutions …

Memphis Light Gas and Water will now offer customers additional customer service hours after customers experienced delays in service lasting hours.

To provide traditional contact centers with advanced self-service features, CX leader NICE partnered with Google Cloud to offer customers an integrati…

Blue Prism and AWS joined to enhance contact center operations through the deployment of advanced digital robots.

Thrio launched ThrioRedact, which uses AI and encryption features to protect private customer/business data across digital channels.

Beginning in October of 2021, cyber security experts noted incidences of a new type of attack in which fraudsters "spoof" a typical Amazon order confi…

Coinbase acquired AI-startup Agara to help improve phone-based customer service through automation and machine learning.

Occupancy is one of the most important metrics in the call center today. Generally defined, it's how busy a call center's agents are. It's calculated …

Taylor Reach has been recruited by an unnamed US county government agency to provide management training for its remote/hybrid contact center operatio…

C3 Complete and Grupo NGN have formed a strategic alliance to provide C3 Complete channel partners with Grupo NGN's full portfolio for sales.

Finexio has announced a partnership with Nordis Technologies to offer it's business-to-business (B2B) accounts payable payments for the hospitality, h…

Government organizations are making the switch to digital, but should consider the potential consequences of leaving crucial public services unprotect…

In a move that will continue to push its market expansion efforts forward, CallMiner has announced the acquisition of audio and screen capture provide…

Automation software startup SaaS Labs announced it has received $17 million in new funding from investors.

The recipe for a successful call center is to ensure workers are engaged and happy. There are a few key ways managers can achieve this to ensure their…

To help improve the conversations businesses are having with customers, CallMiner has announced it is now providing its CallMiner Eureka Platform for …

Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.

Payment processing company Square is hoping to bring 250 new employees on board to boost contact center operations.

Call center company Five9 recently reiterated its positive future as a standalone company in the wake of the collapse of a purchase deal by videoconfe…

Auraya has announced that version 2.1.2 of the EVA Voice Biometric solution has received accreditation from the AWS Foundational Technical Review.

The Sprinklr Modern Care Platform has been overhauled with new solutions to help agents improve efficiency of customer inquiries, as well as tools for…

As the world still struggles to cope with the effects of the COVID-19 pandemic, much of it is experiencing labor shortages: from truck drivers to supe…

CPaaS provider Fonative has noticed a surge in usage over the course of the pandemic, as businesses look for alternative options for remote work setup…

Amazon has announced three new capabilities for the Connect contact center solution, offering users advanced digital features for maintaining exceptio…

A recent study conducted by Verint measured the customer satisfaction (CSAT) scores for the nation's top 25 health insurers. "The Verint Experience In…

In an effort to address the ever-growing number of telephone marketing calls, Congress enacted the Telephone Consumer Protection Act (TCPA) in 1991. T…

Automation in the call center is critical technology for smooth operations. Most callers don't need a live agent, as their calls are routine: balance …

Data analytics solutions provider Lexalytics has been purchased by InMoment after completing the necessary requirements for approval.

Allied First Bancorp, a full-service bank in Oswego, Illinois which provides financial services to customers nationwide, has announced a new partnersh…

In films and documentaries of the past, bank robbers wore black, carried revolvers and entered the bank wearing a mask and a menacing demeanor. Today,…

A new research report by CX leader Talkdesk has found that only a small portion of retail contact centers are taking advantage of AI-powered solutions…

The call center industry has one of the highest rates of worker turnover. By properly onboarding new agents, call centers can reduce churn and ensure …

A new report from conversational AI company Avaamo shows that customers prefer AI and automation. The technologies result in improved customer satisfa…

Customer support technology giant Zendesk say it believes a key component of providing great customer experiences includes ensuring that helpdesk and …

Three individuals have pleaded guilty to running illegal call center operations that stole millions from unsuspecting elderly victims.

Phone calls remain a primary way for businesses to interact with their customers, even in the age of omni-channel communications. By implementing a fe…

Yext announced it has launched Yext AI Search on Salesforce AppExchange to help companies improve the customer support experience for both agents and …

Edify's latest version of the Huddle CX solution offers service agents new resources for enhancing customer journeys from every angle.

The COVID-19 pandemic has changed consumer behavior and expectations, which is driving changes in marketing strategy and tactics. The new State of Mar…

Remote workers at Apple call center contractor Teleperformance in Colombia have complained about the company's plan to install AI-powered cameras, voi…

InfoBird recently announced the release of WeChat Call Center, offering business solutions that focus on forming better relationships with customers t…

Global online shopping powerhouse Amazon recently revealed it is contemplating plans to deploy software that will monitor the keystrokes and mouse mov…

As the COVID-19 pandemic has progressed - seemingly with few signs of letting up - customers' need for support has escalated. Customers who may ordina…

In the state of Kansas, they are ramping up efforts to help citizens who are looking to get back out into the field by adding $11 million in assistanc…

Verint announced the acquisition of Conversocial to compliment The Customer Engagement Company robust portfolio with one-to-one personalized messaging…

Wings Credit Union will be using Nuance's Intelligent Engagement Platform and Gatekeeper solution to provide customers with services that meet the dem…

. This week, police in Delhi, India arrested 12 people who were reportedly running a fake call center that fraudulently took money from call recipient…