8x8 and Genesys integrate 8x8 Cloud Unified Communications with Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted April 12, 2022
Salesforce has added AI-powered conversation mining and new integrations to its Service Cloud platform.
Posted April 06, 2022
Metashift enables companies to deliver immersive customer service and user support, get feedback, and provide blockchain verification with in-world support for mobile and virtual and augmented reality experiences.
Posted April 01, 2022
Google's latest addition to Contact Center AI reimagines the customer experience through full end-to-end platform expansion.
Posted March 21, 2022
Personalization is customers' top priority when dealing with companies, and CX organizations need to make that a priority, according to Kustomer research presented on CX Connect's third day. (Featured on DestinationCRM.com.)
Posted March 18, 2022
Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session. (Featured on DestinationCRM.com.)
Posted March 17, 2022
Zendesk marketing leader Josh Bean says high-performing companies value CX, while low-performing ones fall into several traps. (Featured on DestinationCRM.com.)
Posted March 17, 2022
Companies can't treat customer and employee experiences in isolation; they are part of the Total Experience, CSG exec says in CX Connect Day 2 Opener. (Featured on DestinationCRM.com.)
Posted March 16, 2022
Artificial intelligence is great, but artificial wisdom is even better, CX Connect presenters said today. (Featured on SpeechTechMag.com.)
Posted March 15, 2022
Observe.AI's Selective Redaction blocks sensitive information from recorded customer conversations while maintaining the surrounding context. (Featured on DestinationCRM.com.)
Posted March 08, 2022
After a failed attempt to acquire Five9 last year, Zoom enters the cloud contact center market with a product of its own.
Posted February 23, 2022
Companies looking to transform their customer service operations should look to partners with digital-first capabilities, Avasant advises.
Posted February 04, 2022
GIA expects the customer engagement management solutions market to grow at a 12.5 percent CAGR through 2026.
Posted February 02, 2022
A new research report shows the cloud contact center market will grow at a CAGR of 25.3 percent for the next five years.
Posted January 19, 2022
Allied Market Research expects the market for IP telephony systems to grow by 13.7 percent per year over the next eight years.
Posted January 12, 2022
IMARC Group sees the worldwide chatbot market growing by around 25 percent per year through 2026. (Featured on DestinationCRM.com.)
Posted December 31, 2021
Mind Commerce expects strong growth for conversational AI amid changing contact center and customer priorities.
Posted December 15, 2021
ISG reports that companies are using data analytics services and platforms in holistic strategies to help all employees gain insights for business results. (Featured on DestinationCRM.com.)
Posted December 13, 2021
Gartner predicts that by 2026, 75 percent of customers will call customer service due to loneliness. (Featured on DestinationCRM.com.)
Posted December 09, 2021
MarketsandMarkets expects the CEM solutions market to grow by more than 12 percent per year through 2026. (Featured on DestinationCRM.com.)
Posted December 03, 2021
Research finds that artificial intelligence is improving effectiveness and efficiency in both customer-facing and back-office applications. (Featured on DestinationCRM.com.)
Posted December 01, 2021
The worldwide chatbot market is expected to grow at a 23.5 percent CAGR for the next five years, according to MarketsandMarkets. (Featured on DestinationCRM.com.)
Posted November 26, 2021
Dash expects global customer experience and engagement software revenue to recover to 2019 levels in 2022 and grow substantially from there. (Featured on DestinationCRM.com.)
Posted November 16, 2021
Zendesk is acquiring Momentive and its SurveyMonkey platform in a stock transaction worth about $4 billion. (Featured on DestinationCRM.com.)
Posted October 29, 2021
Customer service and support leaders should rethink their channel strategies to boost customer experience and loyalty, Gartner recommends. (Featured on DestinationCRM.com.)
Posted October 28, 2021
LivePerson's acquisitions of VoiceBase and Tenfold will yield a unified, integrated voice and conversational AI system.
Posted October 27, 2021
Improving customer experiences is good for companies' bottom line, IDC noted in its most recent report. (Featured on DestinatioinCRM.com.)
Posted October 21, 2021
Valuates Reports expects the conversational AI market to grow by a 20 percent CAGR through 2030. (Featured on SpeechTechMag.com.)
Posted October 14, 2021
Genesys has agreed to acquire Pointillist and Exceed.ai to enhance its offerings and transform customer and employee experiences across marketing, sales, and service. (Featured on DestinationCRM.com.)
Posted October 07, 2021
Customer service representatives have a hard job, and they deserve recognition more than one week per year. (Featured on DestinationCRM.com.)
Posted October 06, 2021
Five9's shareholders fail to approve the $14.7 billion sale to Zoom announced in July. (Featured on DestinationCRM.com.)
Posted October 01, 2021
Amazon Connect Wisdom, Connect Voice ID, and automated outbound communications for calls, texts, and emails are available to contact centers in the latest Amazon Connect updates.
Posted September 27, 2021
MarketsandMarkets expects the customer communications management market to nearly double in the next five years. (Featured on DestinationCRM.com.)
Posted September 22, 2021
Genesys' BeyondCX teaches soft skills for delivering meaningful customer experiences. (Featured on DestinationCRM.com.)
Posted September 21, 2021
Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021
Our 20th annual awards recognize the vendors, including those in the contact center space, that shined the brightest during the past year.
Posted September 07, 2021
Gartner says customer service to significantly increase investments in chatbots, AI, and analytics. (Featured on DestinationCRM.com.)
Posted August 25, 2021
The American Customer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern. (Featured on DestinationCRM.com.)
Posted August 20, 2021
Companies look to conversational AI to provide 24/7 support, Dimensional Research reports. (Featured on SpeechTechMag.com.)
Posted August 18, 2021
NICE's Enlighten XO uses advanced artificial intelligence for creating conversational intelligence to power smart self-service across digital channels.
Posted August 18, 2021
Conversocial gives Verint added social and messaging channels and conversational AI capabilities. (Featured on DestinationCRM.com.)
Posted August 10, 2021
Amazon Transcribe Call Analtics lets companies glean insights from customer conversations with a single API call. (Featured on SpeechTechMag.com.)
Posted August 04, 2021
Qualtrics' acquisition of Clarabridge will enable companies to capture, analyze, and act on all forms of customer and employee feedback. (Featured on DestinationCRM.com.)
Posted July 29, 2021
Gartner survey reveals rampant agent disengagement, leading to poor customer experiences and economic costs.
Posted July 26, 2021
Talkdesk's new methodology helps organizations pinpoint the most critical CX strategies for their unique business needs.
Posted July 22, 2021
Zoom's communications platform will be augmented with Five9's intelligent cloud contact center software. (Featured on DestinationCRM.com.)
Posted July 19, 2021
Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 08, 2021
SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss service challenges many customer-facing organizations face, and how TechStyle Fashion Group mastered them with intelligent virtual assistants in this clip from their presentation at CX Connect 2021.
Posted July 07, 2021
Bespoken Chief Evangelist Emerson Sklar outlines the essential goals of modern, AI-powered IVR--reduced cost, increased throughput, and improved customer satisfaction--and the challenges organizations face in reaching those goals in this clip from his presentation at CX Connect 2021.
Posted July 06, 2021
First Orion's Sara Hurst and Kent Nicholas explain how to deploy the right KPIs to measure the success of outbound call centers and branded customer communications in this clip from their presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 02, 2021