Tracey E. Schelmetic Info

TMCnet Contributor

Tracey E. Schelmetic is a TMCnet contributing editor.

Latest Articles

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
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
Bandwidth Partners with IT Consulting Company Miratech for Cloud CX - 06/23/2023
Verint's Open CCaaS Platform Helps Companies Future-Proof Call Centers - 06/22/2023
Evolve IP Integrates Contact Center Solution with UCaaS Environment - 06/22/2023
Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement - 06/20/2023
Glean Launches AI-Driven Solution for Centralizing and Automating Workforce Knowledge - 06/15/2023
Salesforce Launches AI-Based Products for Marketing and E-Commerce - 06/14/2023
Orbita Launches CallDeflectAI Solution to Help Healthcare Companies Automate Queries - 06/14/2023
New Solutions from Sense are Helping to Automate HR Processes with AI - 06/13/2023
Insurance Company If P&C Chooses Attensi for Gamified Contact Center Training - 06/13/2023
Rightpoint Unveils 'Total Experience' Approach to Helping Companies with AI's Rapid Adoption - 06/07/2023
TDCX Announces New AI Consulting Arm - 06/07/2023
UK Customers Abandon Merchants That Lack Favorable Shipping Options - 06/06/2023
JustCall Integrates with Pipedrive CRM for Better Sales and Call Center Support - 06/06/2023
NVIDIA and Creative Agency WPP Jointly Develop AI-Driven Marketing Content Platform - 06/06/2023
TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications - 06/05/2023
Hootsuite Announces Enhanced Inbox to Help Brands Address Social Media Private Messaging - 06/01/2023
Study Finds Customers are Wary of Bias and Hallucinations in AI - 06/01/2023
Cognigy Partners with Solutions Integrator Black Box for AI-Based Customer Support - 05/31/2023
Law Firm Jackson Lewis PC Taps 8x8 for Integrated Communications - 05/31/2023
UJET Furthers Integration with Microsoft Teams for Better First-Call Resolution - 05/30/2023
Cyara Integrates OpenAI's GPT-3 to Accelerate Chatbot Development - 05/30/2023
Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution - 05/25/2023
RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences - 05/24/2023
Vonage Partners with WhatsApp for Payments in Singapore - 05/24/2023
Krista Software Measures Americans' Awareness and Impressions of AI Technology - 05/23/2023
Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets - 05/22/2023
Global Employees Believe AI Can Help Them Enrich Their Jobs - 05/22/2023
CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities - 05/18/2023
Five9 Partners with German Managed Services Provider WTG - 05/18/2023
SharpenCX Acquires Omnichannel Messaging Solution Webtext - 05/17/2023
ChurnZero Adds Feature Enhancements to Its Customer Success AI Tool - 05/17/2023
RingCentral Announces Updated Integrated Solution for Microsoft Teams - 05/16/2023's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience - 05/16/2023
Nextiva Debuts Marketing Enablement Platform NexConnect - 05/11/2023
Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI - 05/11/2023
Former Tech Executives Launch AI Executive Assistant Technology Company - 05/10/2023
AI Is Driving Greater Accuracy in Advanced Speech Recognition - 05/10/2023
CSG's State of the Customer Experience Highlights a Path to a Better CX - 05/09/2023
StructuredWeb Adds AI-Driven ChannelGPT Feature to Its TCMA Platform - 05/09/2023
Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform - 05/04/2023
Intermedia Adds AI-Based Interaction Summary Functionality to its Intelligent Contact Center - 05/02/2023
Marketing Automation Platform Ortto Adds AI-Driven Talk Solution - 05/02/2023
More Than Half of Executives Seek to Protect Customer Care from Cost-Cutting - 05/01/2023
MSP Employees Most Likely to Seek out Video and Audio Help to Remain Current - 05/01/2023
CallMiner Adds Integration with Zoom for Better Analysis of Videoconference Intelligence - 04/26/2023
IntelePeer Adds ChatGPT to Its Communications Automation Platform - 04/26/2023
MSP Windstream Enterprise Adds Talkdesk CCaaS Technology to Its Portfolio - 04/25/2023
Clickatell Launches Chat Commerce Platform as a Service Product - 04/25/2023
In a New IVR Strategy, Give Customers What They Want - 04/24/2023
Jupiter Predicts That Operators Are Losing $1.3B to Undetected Flash Calls - 04/24/2023
Companies Are Increasing Investment in Employee Skilling - 04/12/2023
Native AI Raises $3.5 Million in Funding for Its Generative AI Consumer Research Solution - 04/12/2023
Study Finds Millennials and Gen-Z Workers Value Schedule Flexibility as Top Priority - 04/11/2023
The Power of AI-Driven Customer Recommendations in Driving Loyalty and Repeat Buying - 04/11/2023
Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution - 04/10/2023
2023 Cybersecurity Assessment Report Highlights Top Global Security Challenges for Organizations - 04/10/2023
Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests Yes - 04/04/2023
Avidbots' Neo Solution Recognized for Keeping Airports Clean - 04/04/2023
Five9 Updates Agent Assist Solution with AI Technology like ChatGPT - 04/03/2023
CallMiner Debuts AI-Driven Capabilities for Redaction and Automated Summarization - 04/03/2023
Consumers Disapprove of Energy Waste and Pollution from Unnecessary Data Storage - 03/31/2023
Consumers Disapprove Energy Waste and Pollution from Unnecessary Data Storage - 03/31/2023
Calabrio Integrates with Zoom to Bring Workforce Management to Zoom Contact Center - 03/31/2023
Forethought Integrates ChatGPT into New AI Customer Support Solution - 03/24/2023
Twilio and PolyAI Add AI Assistant Technology to Twilio Contact Center Platforms - 03/24/2023
Report Finds Insurance Companies Are Realizing the Value of Investing in CX - 03/22/2023
Most Consumers Struggle to Remember Passwords - 03/21/2023
Verint Partners with Carahsoft to Bring Customer Engagement to the Public Sector - 03/20/2023
NICE Reaches 1 Million Users Worldwide of Its CXone Cloud Platform - 03/20/2023
Team Support Announces New Messaging Channels for Better B2B Support Continuity - 03/15/2023
Qualtrics and Twilio Expand Partnership, Introduce Real-Time Data-Sharing Solution - 03/15/2023
Pollen Systems' PrecisionView Mobile Brings Mobile IoT to Farming - 03/15/2023
A Solution for Disengaged Workforces: Continuous Monitoring - 03/13/2023
Holiday Inn Club Vacations Employs Medallia Technology to Measure 'Guest Love' - 03/13/2023
Hybrid Work Brings More Pressures and Demands to Help Desk Operations - 03/13/2023
Meeting Customer Expectations Requires a Digital-First Approach - 03/07/2023
Huawei Debuts Upgraded Intelligent Cloud Network Solution - 03/06/2023
Cox Automotive Acquires FleetNet America to Reshape Fleet Management - 03/03/2023
Consumers are Concerned About Data Privacy Protection in the Metaverse - 03/03/2023
Folloze Launches ChatGPT-based AI Solution to Improve B-to-B Buyer Engagement - 03/02/2023
Taqtile Partners with Qualcomm for AR-Based Work Instructions Solution - 03/02/2023
J.D. Power Finds Wireless Companies Are Resolving Customer Issues Faster - 03/01/2023
VERSES Technology Introduces Personal AI Assistant GIA - 03/01/2023
Huawei Cloud Media Service: Bringing Everything-as-a-Service to the Digital World - 03/01/2023
Startup LaborWorx Raises Investment to Launch Solution for Skilled Worker Shortage - 02/27/2023
Study Details How Supply Chain Management Impacts the Customer Experience - 02/27/2023
Israel-based CommBox Opens U.S. Office, Announces Integration with Amazon Connect - 02/24/2023
Intercom Announces Wide Release of New AI Features for Customer Messaging - 02/08/2023
Two-Thirds of Customers Will Consider Switching Brands After a Negative Interaction - 02/07/2023
Goosehead Insurance Chooses Vonage Contact Center to Scale with Expected Subscriber Growth - 02/06/2023
AiAdvertising Adds ChatGPT to Campaign Performance Platform - 02/06/2023
A Large Majority of Customers Are Open to Using AI-based Customer Support - 02/03/2023
A Majority of Customers Are Disappointed in Chatbot Experiences - 02/03/2023
Your Customer Support Solution's Chatbot May Be Putting Off B2B Buyers - 01/31/2023
France's ProovStation Receives Funding for Instant AI-Based Vehicle Inspection Technology - 01/30/2023
NICE Taps ChatGPT Model to Improve Automated Customer Engagement - 01/30/2023
New Report Predicts CCaaS Sector to Grow to $15.1 Billion by 2028 - 01/30/2023
Verint Scores Top Placement in Ventana Research's CX Management Report - 01/27/2023
Experian Highlights 2023's New Fraud Initiatives for Scammers - 01/27/2023
Salesforce Adds New Technology to Salesforce for Retail to Accelerate Time to Value - 01/20/2023
Upscale Grocery Chain, The Fresh Market, Implements VoCoVo Telephony Headsets for Employees - 01/20/2023
New Study Explores the Four Pillars of Omnichannel Retail Success - 01/19/2023
Sprinklr Announces Partnership with Samsung Commercial Display Division for Digital Signage - 01/19/2023
Verint Adds Qudini Appointment Scheduling to Customer Engagement Platform - 01/19/2023
Study Finds Many Companies Are Missing a Good Outbound Strategy - 01/18/2023
Sales Enablement Company Gondola Partners with Zoom for More Productive Sales Meetings - 01/12/2023
MegaCorp Logistics Improves Internal and External Communications with RingCentral Partnership - 01/12/2023
Debt Collection Company LAVG Adopts Noetica Outbound Dialing Solution - 01/11/2023
Caribbean Airlines Partners with British Startup for Voice Calling for Customers Through Its App - 01/11/2023
NICE's NEVA Discover Now Automates the Process of Finding Functions to Automate - 01/10/2023
Iridium and Qualcomm Partner for Satellite Messaging for Smartphones - 01/10/2023
FBI Working with India's CBI and Interpol to Stem Indian Call Center Scams - 01/09/2023
Applied Tech and Platte River Networks Merge to Form MSP Superpower - 01/06/2023
Cisco Chooses Emtrain as Its Diversity, Equity and Inclusion Initiative Partner - 01/06/2023
Visual Self-Service Company Zappix Announces Two New Customers - 01/06/2023
HoduSoft Debuts Omnichannel Contact Center Solution for the Insurance Industry - 01/06/2023
Qualtrics Adds More Automated Personalization Capabilities to Experience Management Platform - 01/05/2023
Study Finds Data and Analytics Industry Facing a Shortage of Talent - 01/04/2023
Research Indicates an Uptick of Conversational Experiences on Customer Support Platforms - 01/04/2023
Opportunities and Barriers in Digital Transformation in Manufacturing - 01/03/2023
KFC Franchisee Will Test SMS and Mobile Wallet to Improve Customer Engagement - 01/03/2023
University of Phoenix Students Give High Marks to Intelligent Chatbot - 12/30/2022
Massachusetts Furthers Its Cloud Initiative with Cloud Contact Center - 12/30/2022
Waterfield Tech Launches CCaaS and CX Platform to Lower Costs for Call Centers - 12/27/2022
Research Advisory Firm Releases Blueprint for CIO Success - 12/27/2022
Casey's General Stores Improves Marketing Automation with Salesforce Technology - 12/27/2022
Sports Chat Platform GameOn Announces $35 Million in Funding to Expand - 12/27/2022
Employees Still Hold the Power in the Workplace - 12/21/2022
MSP CBTS Announces CXSync Cloud Contact Center Solution - 12/21/2022
Dropbox Acquires Legal Documents Company FormSwift - 12/19/2022
SMBs Plan to Spend More on Technology in 2023 - 12/19/2022
Verint Intelligent Interviewing Solution Receives Accolades - 12/19/2022
Trilliant Expands Its Role in Ireland's National Smart Meter Program - 12/16/2022
Customer Interaction Analysis Company Chattermill Announces Series B Funding - 12/15/2022