Tracey E. Schelmetic Info

TMCnet Contributor

Tracey E. Schelmetic is a TMCnet contributing editor.

Latest Articles

Are Management Teams Ready for GenAI? 'Employees Don't Think So,' New Report Indicates - 04/11/2024
Talkdesk Announces Generative AI Suite for On-Premises Environments - 04/11/2024
Verint Open Platform Integrated with Webex App Hub for Webex Contact Center - 04/11/2024
Colleen AI Launches Voice AI Solution for Multifamily Property Management - 04/10/2024
Emplifi Introduces 10 New AI Powered Solutions for Customer Care Automation - 04/10/2024
Aircall Releases Aircall AI in French, German and Spanish - 04/09/2024
'Mediafly for Sugar' Aims to Provide Tools for Better Sales Engagement - 04/01/2024
Dialpad and T-Mobile Expand Relationship with Enhanced AI Features - 04/01/2024
Dialpad and T-Mobile Expand Relationship with Enhanced AI Features - 04/01/2024
Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility - 03/28/2024
Attentive Offers Solutions for Better AI Customer Interaction and Personalization - 03/28/2024
Research Highlights the Challenges of Data Privacy in AI Technology Pursuits - 03/27/2024
Appdome Introduces Tools to Prevent Real-Time Malicious Social Engineering Attacks - 03/27/2024
Talkdesk and Verint Expand Partnership for Workforce Management - 03/26/2024
German Multinational Henkel Expands Relationship with Adobe for Generative AI - 03/25/2024
European Railway Company Chooses 3CLogic Contact Center for ServiceNow - 03/21/2024
LivePerson and Infinity Partner for Better Personalization of Digital Experiences - 03/21/2024
Las Vegas Valley Water District Chooses Talkdesk for CX - 03/20/2024 Aims to Eliminate the Biases of AI Hiring Solutions - 03/20/2024
Deepgram Releases Text-to-Speech API Aura for AI Voice Agents - 03/19/2024
GoTo Announces GoTo Contact Center Pro CCaaS Solution - 03/19/2024
AudioCodes Adds Omnichannel Capabilities to Voca CIC - 03/15/2024
Talkdesk Adapts its Autopilot Virtual Agent for Healthcare Applications - 03/15/2024
Knowledge Work Automation Company M-Files Announces Strong Growth - 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 - 03/14/2024
Salesforce Introduces Low-Code Tools to Customize Einstein Copilot - 03/14/2024
Cyber Verify Announces 2024 Additions to Program for MSPs - 03/13/2024
MSP iQor Adds NICE CXone to Support Utility and Energy Customers - 03/13/2024
King Power Chooses 8x8's SMS API to Integrate into its E-Commerce Platform - 03/12/2024
Alorica Debuts Solution to Eliminate Language Barriers in Customer Support - 03/12/2024 Introduces AI-Powered Customer Email Management Solution - 03/07/2024
Accelecom Adds CCaaS Solution to its Portfolio - 03/07/2024
Many Legal Firms are Still Wary of Using GenAI - 03/06/2024
8x8 Engage Aims to Better Enable Customer Engagement Outside the Call Center - 03/06/2024
Survey Finds Three-Quarters of Consumers Make Purchases Based on SMS - 03/05/2024
Cisco and Orange Business to Partner Again for Sustainability - 03/05/2024
Enghouse Systems Launches EnghouseAI Features for Agent-Customer Support - 03/04/2024
Bright Pattern Partners with Arthur Lawrence for CX Initiatives - 03/04/2024
Startup Zocks Aims to Accelerate Workflows and Reduce Unprofitable Data Entry Tasks with AI - 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 - 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 - 02/26/2024
Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality - 02/26/2024
Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions - 02/23/2024
Nextiva Appoints Jim Nystrom to Chief Revenue Officer Role - 02/23/2024
McAfee Finds Cyberattacks Against Small Businesses are on the Rise - 02/09/2024
Frontier Saves Customers 2 Million Calls with New Digital Self-Service Campaign - 02/09/2024
8x8 Inc. Offers Beta Availability of Product to Bridge UCaaS and CCaaS - 02/09/2024
RingCentral Introduces Unified Patient Care Solution for Electronic Health Records - 02/09/2024
MSP iQor Adds NICE CXone to Its Portfolio - 02/09/2024
TELUS International Offers GenAI Jumpstart Accelerator for Highly Regulated Industries - 02/08/2024
Pipeliner CRM Embeds AI Assistant in Platform to Speed Email Writing - 02/08/2024
Verint Report Reveals Weaknesses in First-Generation CCaaS Solutions - 02/07/2024
Pictory Introduces Simple Script-to-Video Converter for Content Marketers - 02/07/2024
CIO Priorities Report Takes Temperature of IT Approach to GenAI - 02/07/2024
Verint Deploys AI-Powered Bots for Improved Customer Experiences in Healthcare - 01/29/2024
Jersey Mike's to Implement SoundHound AI Technology for Optimized Voice Ordering - 01/29/2024
8x8 Debuts AI-Driven Video Meeting Transcription, Summaries and Follow-up - 01/26/2024
IntelePeer Aims to Help Build a Roadmap to Customer Service Automation - 01/26/2024
Invictus BPO Announces Acquisition of Kunnect Hosted Call Center Solution - 01/26/2024
Hammer Announces Hammer Edge QA Addition to Cloud Platform - 01/26/2024
Vonage Study Highlights Customer Frustrations with Support Experiences - 01/25/2024
Broadvoice AI Opens Door to Smart Automated Transactions for Smaller Call Centers - 01/25/2024
IntelePeer Announces Wins for Customers with Generative AI Solution - 01/02/2024
NICE Announces the Closing of LiveVox Acquisition - 01/01/2024
Genesys Cloud Platform Authorized for StateRAMP Cybersecurity - 12/29/2023
Talkdesk Debuts Support Solution Designed for Higher Education - 12/29/2023
NICE's CXone Fall Release Expands AI and Automation Capabilities - 12/29/2023
MetTel and Talkdesk Partner to Add GenAI Features to MetTel's Customer Innovation Labs - 12/28/2023
AI and ML are the 'Biggest Business Drivers,' But Skills Gaps Remain Significant - 12/21/2023
MSP NUSO Acquires Italian SaaS Company Mida Solutions - 12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer - 12/21/2023
Zenarate Expands AI-Driven Coaching Platform with Call Analyzer - 12/21/2023
What's Next: SolarWinds Offers IT Predictions for 2024 - 12/20/2023
Coveo's Relevance Generative Answering Solution, Now Generally Available - 12/20/2023
Uncovering Motives Behind Enterprise Adoptions of Generative AI - 12/19/2023
Infobip Announces AI Overhaul of its SaaS Platform with the Addition of AI Hub - 12/19/2023
CommBox Debuts Generative AI Chatbot Support for the Call Center - 12/13/2023
Examining the Enthusiasm Gap for AI Customer Support Between Executives and Customers - 12/13/2023
8x8 Inc. Introduces Sales Assist for Retailers - 12/13/2023
Signed Call Adds VoIP-Enabled Contextual Data to Outbound Calls - 12/12/2023
Zoom Announces New Tiered Pricing Plan for Zoom Contact Center Suite - 12/12/2023
Macorva Introduces AI Customer Feedback Reports - 12/11/2023
Deepgram and Black Box Partner to Bring ASR to Customer Experience Solutions - 12/11/2023
AWS Introduces Amazon Q Generative AI-Powered Assistant for Business - 12/08/2023
Amazon Connect Adds New Generative AI Capabilities to Aid Call Center Agents - 12/07/2023
Qtrac and Mint Group Partner for New, Customized Customer Queuing Solutions - 12/06/2023
Study Finds That Just Over Half of Americans Are Positive About the Future of Chatbots - 12/05/2023
Cyara Acquires AI Testing Company QBox - 12/05/2023
Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations - 12/04/2023
Operata Introduces New Suite of Tools to Further Customer Experience Observability - 12/04/2023
Club Med Expands Deployment of NICE CXone Following Positive Results - 11/22/2023
Twilio and Nylas Partner on Improved Call Center Access to Communication Tools - 11/22/2023
AI-Driven Analytics Company BlastPoint Reaps $8M in Seed Funding - 11/22/2023
RingCentral Announces Availability of AI-First Contact Center Offering - 11/21/2023
Sprinklr and Partner for Cloud-Based Customer Support Across Digital Channels - 11/21/2023
Dropbox and NVIDIA Partner on AI-Driven Improvements for the Flow of Knowledge Work - 11/21/2023
Cognigy Introduces an AI Copilot for Busy Call Center Workers - 11/20/2023
Professional Audio and Video Eliminates Many Drawbacks of Virtual Meetings - 11/16/2023
IDC White Paper Examines AI-Enabled Decision Making Initiatives - 11/15/2023
SMS Platform SuperPhone Powered by Vonage APIs Helps Companies Increase Engagement - 11/15/2023
TELUS International and Five9 Expand Partnership for CCaaS Platform - 11/14/2023
Five9 Releases Custom Cloud Contact Center Solution for Student Engagement - 11/14/2023
TELUS and Five9 Expand Partnership for CCaaS Platform - 11/13/2023
CallMiner Announces New Generative AI Features to Manage and Enhance Data - 11/13/2023
Marchex Launches Features for AI-Based Call Summaries and Customer Sentiment - 11/13/2023
Broadvoice Partners with ArenaCX for Access to Pre-Vetted Global BPO Providers - 11/10/2023
Labor Shortages Leave Retailers Scrambling for Solutions Before the Holiday Season - 11/10/2023
JPMorgan Chase Announces Virtual Call Center Team in Baltimore - 11/09/2023
8x8 Reports Significantly Positive Results for Users of its Intelligent Customer Assistants - 11/08/2023
Study Uncovers Worker Attitudes Toward the Time-Saving Potential of Generative AI - 11/08/2023
LivePerson Introduces Suite of Conversational Intelligence Solutions - 11/07/2023
Glia Announces Wide Adoption of its Glia Virtual Assistant Technology - 11/07/2023
Yeastar Reveals Changes and Plans to Its Contact Center Solution - 11/03/2023
ITEXPO Keynoter Webex Adds AI Powered Automation Capabilities to Webex Contact Center - 11/03/2023
UK Insurance Broker Hastings Direct Consolidates Call Center Operations on NICE CXone - 11/02/2023
Dialpad Introduces AI-Driven Playbooks for Contact Center Agent Guidance - 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 - 10/12/2023
NovelVox Partnership Helps Optimize Zoom Contact Center's Unified Agent Desktop - 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 - 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 - 08/24/2023
Dialpad Debuts DialpadGPT to Automate Tasks Across the Enterprise Using LLM - 08/23/2023
Newly Rebranded Launches 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 - 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 - 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