News Features

With the pandemic's effects still lingering, companies have untapped opportunities for differentiation, Verint Engage speakers stress on Day 2. (Featured on DestinationCRM.com.)
Posted June 15, 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on DestinationCRM.com.)
Posted June 14, 2022

Customers want digital interactions that are fast and efficient, but data backlogs are preventing companies from delivering, Genesys Xperience speakers warned.
Posted June 10, 2022

Forrester CX North America closing keynote outlines five customer experience truths that stand the test of time. (Featured on DestinationCRM.com.)
Posted June 09, 2022

Forrester CX North America Day 2 keynoters highlighted the importance of the right people having access to the right data in the right context to best impact customer experience. (Featured on DestinationCRM.com.)
Posted June 09, 2022

Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference.
Posted June 09, 2022

The Forrester CX Index showed its largest decline in seven years, but companies can rebound, Forrester analysts reported at the firm's CX North America event. (Featured on DestinationCRM.com.)
Posted June 07, 2022

When contact centers place a value on self-service and the data that customers provide, service becomes less of a cost center and more of a value-adder, NICE event speakers maintained.
Posted May 26, 2022

Companies need to declare war on the friction that has kept self-service from satisfying customers, speakers urged during day one of NICE's Interactions 2022 event.
Posted May 25, 2022

New capabilities to find and fix process inefficiencies will extend Pega's AI-powered decisioning and workflow automation capabilities. (Featured on DestinationCRM.com.)
Posted May 24, 2022

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers. (Featured on DestinationCRM.com.)
Posted May 20, 2022

Pure IP has launched Dynamics Call Connect for adding voice to Microsoft Dynamics 365.
Posted May 20, 2022

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers.
Posted May 03, 2022

Voice biometrics technology has holes but is more efficient than traditional password security. (Featured on DestinationCRM.com.)
Posted April 18, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

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
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