News Features

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Available in ServiceNow's Now Platform Vancouver release, Now Assist for Customer Service Management streamlines case management with generative AI.
Posted September 20, 2023

Artificial intelligence supported by the Oracle Cloud Infrastructure helps users of Fusion Cloud Service be more productive.
Posted September 19, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on
Posted September 05, 2023

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on
Posted September 01, 2023

Data-driven guidance provides a better agent and customer experience. (Featured on
Posted August 24, 2023

Companies are beginning to apply traditional speech analytics to their automated conversations. (Featured on
Posted August 18, 2023

Easy On Hold's Pop Smile music channel for contact center hold queues was set up to reduce customer complaints about crass lyrics.
Posted August 08, 2023

MarketsandMarkets for the first time has outlined 10 key benefits of the burgeoning contact center software market.
Posted July 31, 2023

Processes for constant improvement, flexibility, and change management need to be baked into every aspect of contact center operations. (Featured on
Posted July 18, 2023

Speech analytics are poised for 17.3 percent CAGR for the next five years, MarketsandMarkets reports. (Featured on
Posted June 29, 2023

Genesys reaffirmed its technology commitments to the cloud, artificial intelligence, data, workforce management, employee experience, and more on day two of its xPerience user conference.
Posted June 21, 2023

Genesys opened its xPerience 2023 user conference with an expanded partnership with AWS, Genesys Cloud CX innovations, and the Experience Index launch.
Posted June 20, 2023

On Day 2 of CX Connect, eGain executives highlighted 10 ways customer experience teams can use generative artificial intelligence. (Featured on
Posted June 15, 2023

Presenters on Day 2 of Verint's Engage 23 touted Verint's CCaaS platform and other digital applications to address customer needs. (Featured on
Posted June 14, 2023

AI will fuel the autonomous enterprise that Pega sees as a 2023 imperative, speakers at Pega iNspire maintain. (Featured on
Posted June 14, 2023

Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities. (Featured on
Posted June 13, 2023

Pegasystems today at its PegaWorld iNspire conference made the case for generative and analytical AI with the latest additions in Pega Infinity '23.
Posted June 12, 2023

During his morning keynote and an exclusive interview with CRM magazine, NICE's president of the CX Division, Barry Cooper, reinforced his company's commitment to artificial intelligence. (Featured on
Posted June 07, 2023

NICE CEO Barak Eilam unveiled extensions to his company's generative AI tool, Enlighen. (Featured on
Posted June 06, 2023

Contact centers have struggled to limit follow-ups, but tech is increasing the odds. (Featured on and in CRM magazine's June 2023 issue.)
Posted June 02, 2023

Customer service leaders value tech that supports customer self-service and agent retention, Gartner finds.
Posted May 24, 2023

Leading service organizations are building new pathways to better service quality, scalability, and cost in post-pandemic contact centers, Deloitte finds.
Posted May 09, 2023

FMI projects 25 pecent CAGR for CPaaS solutions through 2032, fueled largely by chatbot adoption.
Posted April 26, 2023

Voice is still preferred by consumers despite the rise of digital support channels, says Info-Tech Research Group. (Featured on
Posted April 18, 2023

MarketsandMarkets is projecting 22.6 percent CAGR for the conversational AI market for the next five years.
Posted April 11, 2023

Polaris Market Research expects the global customer experience management market to reach $48.56 billion by 2032, up from a current value of $13.8 billion.
Posted April 03, 2023

G2 has observed that chatbots have seen a 261 percent growth in traffic in the past year alone. (Featured on
Posted March 29, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Global Industry Analysts expects the contact center market to grow from a current value of $461.1 billion.
Posted March 14, 2023

Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023

Salesforce adds Einstein GPT to its complete line of CRM products for sales, marketing, customer service, commerce, and IT. (Featured on
Posted March 07, 2023

Gartner says advances in conversational AI, automation, and low-code resources will impact customer service interactions
Posted March 01, 2023

By investing in a connected rep strategy, customer service leaders can reduce their reliance on costly talent strategies, Gartner states in a new report.
Posted February 16, 2023

Emergen Research expects the contact center analytics market to see 19 percent CAGR over the next seven years.
Posted January 30, 2023

The worldwide contact center-as-a-Service market is expected to expand from $4.7 billion today to $15.1 billion by 2028.
Posted January 24, 2023

Industry experts share their thoughts about what lies ahead in the new year. (Featured on
Posted January 18, 2023

Everest Group says growth in customer experience management outsourcing will continue as companies seek to maximize customer retention in face of recessionary climate.
Posted January 11, 2023

Customer data is great, but it needs to be actionable to affect change, Gartner analysts recommend. (Featured on
Posted January 09, 2023

Future Market Insights (FMI) has valued the global bot services market at $1.6 billion today and expects it to reach $18 billion by 2032. (Featured on
Posted December 15, 2022

The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Posted November 29, 2022

Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index.
Posted November 09, 2022

Sixty percent of customer service managers say this will be the toughest winter yet as fears of losing customers grow, research finds.
Posted November 03, 2022

Salesforce Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022

FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.
Posted October 17, 2022

The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests.
Posted October 12, 2022

Demonstration experiment seeks to recreate contact center and in-store customer service experiences for the metaverse.
Posted October 05, 2022

Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study.
Posted September 28, 2022

Salesforce Genie is a new data platform powering Salesforce's real-time CRM. (Featured on
Posted September 20, 2022