Verint Customer Engagement Platform is now more tightly integrated with Zoom Contact Center, an omnichannel contact center solution.

Jetson, an e-mobility provider, has selected Khronos to improve its digital customer engagement as it continues to scale its business.

Brands are repeatedly told that customers want choice over engagement channels, and consistency across channels, yet many businesses still are falling…

Unlike scripted bots that force people down a predefined path, Conversica's AI-powered RDAs leverage the most advanced, largest language models availa…

Companies are moving to CCaaS providers to expand their talent pools and leverage AI and chatbots to handle many customer service interactions.

Contact centers have a large pool of temporary workers to leverage for the holiday season, if they can meet workers needs for scheduling flexibility.

The global call center market is expected to reach $22.2 billion by the end of this year, and will continue to grow at a 10.8% CAGR, reaching $47.6 bi…

Qualtrics' new real-time contact center innovations will help agents be more productive and deliver customer support with empathy.

Phone remains a key interaction channel and businesses and contact centers will be able to create modern voice workflows.

Verint Conversational AI provides actionable responses across channels, including voice, social media channels, and smart speakers.

More than half of call center calls are hung up because customers experience disruptive background noise.

HelloFresh looked to Medallia to transform its U.S. contact center experience and turn customer insights into action to improve the experience for cus…

Fraud is on the rise in the contact center as criminals seek to work their way around agent-led interactions to gain access to consumer information an…

Most contact centers aren't collecting as much customer experience data to effectively improve their service delivery.

Verint and its customers are in line to receive contact center excellence recognition for outstanding customer support capabilities.

To reduce spending, customers are cutting ties with companies that don't live up to digital customer experience expecatations.

The Miami International Airport cut the number of inquiries to its social channels nearly in half due to the Mia chatbot.

Global spending on conversational AI solutions within contact centers is forecast to reach nearly $2 billion this year.

Contact center agents prefer remote work and would rather quit than be forced to go back to the physical office environment.

Smart companies are going beyond "omnichannel" customer experiences and focusing more on the blending of contact center channels.

CallMiner announced new integrations with Genesys Cloud CX and Amazon Connect to enable organizations to gain quick access to real-time analytics capa…

Alorica is a BPO company that offers a number of CX solutions powered by a range of contact center and workforce management tools and technology from …

Kyndryl is collaborating with Five9 on cloud-based contact center solutions that deliver personalized experiences to customers and employees.

Five major updates for Reputation's social publishing and social listening tools will enable marketers to more efficiently manage social channels in o…

Innovating the customer experience requires forward-thinking leadership that is open to exploring new experiences, technology and approaches in the co…

IRIS Clarity recently conducted a study that concluded that 89 percent of agents believe noise negatively impacts call quality.

Talkie.ai raised $2.6 million from a Polish-Austrian consortium of VC funds and will use the funds to further specialize in creating technology for he…

Research group Accenture found that 88 percent of business of executives believe that customers and employees are changing faster than they can change…

Pindrop announced its anti-fraud and authentication solutions are available in the Odigo Connect marketplace.

Inflation is increasing the expectation of excellent customer service according to a new study commissioned by AI-powered conversational intelligence …

A recent study issued by customer engagement company Verint found that fewer than 36 percent of consumers under 40 prefer to visit stores when interac…

Contact centers believe in the value of artificial intelligence, but lack the expertise to truly leverage new technologies.

As retailers refactor their customer engagement strategies, they must consider that Gen Z and the Millennial customers have more complex purchase jour…

ConvergeOne, a provider of customer experience solutions, announced this week that GTA has named it a GTA Direct-approved vendor for hosted contact ce…

CallMiner, a provider of conversation intelligence to drive business improvement, announced this week that it has been named the Best Overall AI-based…

The chatbot market growth is expected to reach $3.62 billion by 2030. The market was worth $526 million in 2021.

Intrado Corporation, a provider of tech-enabled services, has launched Intrado Power Access.

Verint recently introduced Verint Total Quality, a strategic, holistic approach to elevating quality across the enterprise, driving employee engagemen…

The explosion of online digital customer interactions during the pandemic are expected to continue growing at a rapid pace, post-pandemic.

Customer data platforms are growing exponentially, with AI-based services providing critical insights into customer preferences and purchasing pattern…

Intelligent workforce platform solutions provider Observe.AI announced the launch of its new Auto QA product.

Contact center leaders today need a single solution that can automate their most common customer service issues across channels for consistent custome…

, 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.