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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
IntelePeer Expands Its Call Summary Dashboard to Enhance Contact Center Workflows
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09/19/2023
BPO Company ibex and ITEXPO 2024 Keynoter Genesys Partner for Customer Experience Solution Offering
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09/19/2023
Study Uncovers Insight into How Marketers Are Using Their Data Stacks
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09/18/2023
Study Finds the Cost of Poor Customer Support Continues to Rise
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09/18/2023
Intradiem Introduces Automated Solution That Evaluates Risks of Agent Churn
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09/15/2023
Salesforce Adds Einstein Copilot AI Assistant to Assist with Workflow
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09/15/2023
8x8 Inc. Launches Voice Conversational AI Capabilities in Flagship Contact Center Product
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09/11/2023
CallTrackingMetrics Adds AI-Driven Automated Chat to Product Suite
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09/11/2023
Verint Earns Co-Sell Ready Status in the Microsoft Azure Marketplace
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09/06/2023
Zoho Finds CRM is a Game-Changer for Small Businesses
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09/06/2023
CallCabinet Announces Integration of Its Recording and Analytics Solution with Zoom Contact Center
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09/05/2023
New Study Measures Consumer Attitudes Toward AI in Customer Support
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09/05/2023
Narakeet Launches AI Solution to Convert Video Subtitles into Native Speech
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09/01/2023
Talkdesk Joins EHR Company Epic's Partner Program to Improve the Patient Experience
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09/01/2023
Appen Limited Launches New Solutions to Reduce Bias and Toxicity in Chatbots
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08/31/2023
Cogito Integrates AI Guidance into Fortune 25 Company's CRM Platform
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08/31/2023
Twilio Announces New Capabilities for CustomerAI Engagement Platform
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08/29/2023
Branded Calling Company First Orion has Surpassed One Billion Calls for the Year
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08/28/2023
8x8 Underscores Success of Supervisor Workspace Solution Introduced in March
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08/25/2023
Verint and Five9 Study Uncovers the Importance of Storing Customer Data in a Unified Hub
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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
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08/23/2023
Newly Rebranded Airkit.ai Launches Airkit.ai eCommerce Solution for No-Code AI Agents
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08/23/2023
LiveVox Partners with Cloud Services Broker Jenne to Offer CCaaS Capabilities
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08/21/2023
Cubix Asset Management Launches AI-Powered Chatbot and Call Center Services
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08/21/2023
SoundHound AI Introduces Subscription Version of its AI-Driven Smart Answering Service
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08/17/2023
Verint Study Finds Customer Expectations Continue to Rise
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08/16/2023
RingCentral Offers RingSense for Phone Solution to Capture Intelligence from Calls Using AI
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08/15/2023
Ezra AI Brings AI-based Customer Experiences to the Restaurant Industry
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08/15/2023
Ring Central Introduces RingCX Native Contact Center Solution
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08/14/2023
Salesforce Launches Starter All-in-One CRM App for Small Businesses
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08/14/2023
Study Finds E-Commerce Cart Abandonment is Often About Perceptions of Digital Security
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08/10/2023
Cogito and Medallia Partner for Customer Data-Driven Experience Management
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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
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08/08/2023
Televerde Begins New Call Center Program at Indiana Women's Prison
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08/08/2023
ASAPP Launches Tool for AI-Based Automated Agent Evaluation
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08/07/2023
NICE Adds Generative AI-Powered Benchmarking to Enlighten Actions
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08/01/2023
Most Call Center Agents Don't Believe AI Will Steal Their Job
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07/31/2023
Twilio and AWS Deepen Partnership Around Predictive AI Technology
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07/31/2023
Engagedly Examines the State of AI in Human Resource Management
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07/28/2023
AffinityX Launches Chat to Conversion Tool for Local Businesses to Deliver Tailored Experiences
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07/28/2023
LivePerson Announces the Debut of LivePerson Marketplace Hub to Power Conversations
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07/28/2023
NICE Announces 1K Every Day Initiative for Enlighten AI Solution
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07/27/2023
Forrester Study Concludes Poor Integration Is the Biggest Barrier to Effective Use of Data
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07/24/2023
Underscoring the Importance of Implementing and Measuring Efficiency in the Workplace
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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
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07/20/2023
IrisCX Introduces Real-Time Customer Feedback Solution for Video Interactions
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07/19/2023
MSP Fusion Connect Introduces CCaaS Solution Aimed at the Midmarket
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07/19/2023
G12 Communications and Luware Partner for Microsoft Teams-Enabled Contact Center Offering
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07/12/2023
Genesys Announces FedRAMP Authorization for Its Cloud CX Platform
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07/12/2023
Genesys Announces its Experience Index as a Next-Gen Customer Experience Metric
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07/11/2023
Sinch Launches Smart Conversations Technology to Aid Human Agents with AI
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07/11/2023
Qtrac and Raydiant Partner to Deliver Customized Customer Experiences
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07/10/2023
Most Executives Believe the Benefits of Generative AI Outweigh the Risks
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07/10/2023
How Good Are Today's CX Programs? It Depends on Whether You Ask Customers or Companies
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07/03/2023
MSP and BPO iQor Partners with AmplifAI Performance Enablement
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07/03/2023
Contact Center Quality Management Company EvaluAgent Announces $20M in Funding
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06/29/2023
LivePerson Voice AI Solution Adopted by Tampa Area Urgent Care Network
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06/29/2023
Disparate AI Solutions Can Create Automation Silos That Lower Customer Care Quality
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06/28/2023
trDisparate AI Solutions Can Create Automation Silos That Lower Customer Care Quality
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06/28/2023
Contact Centers Aren't Analyzing Enough Calls to Effectively Monitor Agent Performance
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06/28/2023
Intuit Expands GenOS Platform to Include Financial Large Language Models
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06/26/2023
Twilio Announces New CustomerAI Solution for Customer Engagement Platform
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06/26/2023
NICE Introduces Three New Solutions for Enlighten AI for CX
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06/23/2023
Bandwidth Partners with IT Consulting Company Miratech for Cloud CX
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06/23/2023
Verint's Open CCaaS Platform Helps Companies Future-Proof Call Centers
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06/22/2023
Evolve IP Integrates Contact Center Solution with UCaaS Environment
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06/22/2023
Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement
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06/20/2023
Glean Launches AI-Driven Solution for Centralizing and Automating Workforce Knowledge
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06/15/2023
Salesforce Launches AI-Based Products for Marketing and E-Commerce
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06/14/2023
Orbita Launches CallDeflectAI Solution to Help Healthcare Companies Automate Queries
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06/14/2023
New Solutions from Sense are Helping to Automate HR Processes with AI
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06/13/2023
Insurance Company If P&C Chooses Attensi for Gamified Contact Center Training
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06/13/2023
Rightpoint Unveils 'Total Experience' Approach to Helping Companies with AI's Rapid Adoption
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06/07/2023
TDCX Announces New AI Consulting Arm
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06/07/2023
UK Customers Abandon Merchants That Lack Favorable Shipping Options
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06/06/2023
JustCall Integrates with Pipedrive CRM for Better Sales and Call Center Support
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06/06/2023
NVIDIA and Creative Agency WPP Jointly Develop AI-Driven Marketing Content Platform
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06/06/2023
TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications
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06/05/2023
Hootsuite Announces Enhanced Inbox to Help Brands Address Social Media Private Messaging
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06/01/2023
Study Finds Customers are Wary of Bias and Hallucinations in AI
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06/01/2023
Cognigy Partners with Solutions Integrator Black Box for AI-Based Customer Support
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05/31/2023
Law Firm Jackson Lewis PC Taps 8x8 for Integrated Communications
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05/31/2023
UJET Furthers Integration with Microsoft Teams for Better First-Call Resolution
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05/30/2023
Cyara Integrates OpenAI's GPT-3 to Accelerate Chatbot Development
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05/30/2023
Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution
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05/25/2023
RV Lifestyle Company Chooses Twilio Customer Engagement for Data-Driven Customer Experiences
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05/24/2023
Vonage Partners with WhatsApp for Payments in Singapore
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05/24/2023
Krista Software Measures Americans' Awareness and Impressions of AI Technology
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05/23/2023
Precisely Launches RapidCX Solution for Customer Communications in Regulated Markets
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05/22/2023
Global Employees Believe AI Can Help Them Enrich Their Jobs
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05/22/2023
CommBox Leverages ChatGPT for New Autonomous Conversation Capabilities
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05/18/2023
Five9 Partners with German Managed Services Provider WTG
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05/18/2023
SharpenCX Acquires Omnichannel Messaging Solution Webtext
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05/17/2023
ChurnZero Adds Feature Enhancements to Its Customer Success AI Tool
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05/17/2023
RingCentral Announces Updated Integrated Solution for Microsoft Teams
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05/16/2023
Boost.ai's New Platform Update Adds Generative AI Technology to Enhance the Customer Experience
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05/16/2023
Nextiva Debuts Marketing Enablement Platform NexConnect
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05/11/2023
Gartner Finds ChatGPT Has Supercharged Interest and Investment in AI
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05/11/2023
Former Tech Executives Launch AI Executive Assistant Technology Company
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05/10/2023
AI Is Driving Greater Accuracy in Advanced Speech Recognition
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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
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05/09/2023
Bright Pattern Announces 'Omni-Enterprise' Contact Center Platform
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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
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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
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04/26/2023
IntelePeer Adds ChatGPT to Its Communications Automation Platform
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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
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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
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04/11/2023
Calabrio Announces Integration with OpenAI Technology for its Calabrio ONE Solution
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04/10/2023
2023 Cybersecurity Assessment Report Highlights Top Global Security Challenges for Organizations
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04/10/2023
Has Digital Grocery Shopping Made Consumers Less Loyal? A New Study Suggests Yes
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04/04/2023
Avidbots' Neo Solution Recognized for Keeping Airports Clean
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04/04/2023
Five9 Updates Agent Assist Solution with AI Technology like ChatGPT
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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
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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
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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
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