A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019
Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019
The partnerships enhance the compliance infrastructure for financial firms' contact center and customer support operations. (Featured on DestinationCRM.com.)
Posted March 26, 2019
CallMiner Visualize powered by Tableau adds graphical impact to speech analytics insights.
Posted March 18, 2019
CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019
Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019
Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience.
Posted February 25, 2019
In a new study, a majority of consumers say that customer service quality is a major factor in their shopping decisions.
Posted February 15, 2019
The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019
One customer of the pet supplies e-retailer got a pleasant surprise when she left a negative review about a product sold on the company's site.
Posted January 18, 2019
Clients can now benefit from both qualitative and quantitative consumer insights.
Posted January 09, 2019
Verint will add to its omnichannel cloud voice of the customer portfolio with its acquisition of ForeSee. (Featured on DestinationCRM.com.)
Posted December 17, 2018
LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018
New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018
Credit unions have traditionally been known for delivering personalized customer service, but they're not keeping pace with technology.
Posted November 16, 2018
The Community Platform provides a forum for customers to connect with fellow users, experts, and developers.
Posted November 09, 2018
The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018
The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018
The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018
Converseon's language models provide machine learning around social media listening intelligence. (Featured on DestinationCRM.com.)
Posted October 16, 2018
Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018
Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018
Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018
INI FormStudio simplifies self-service response collection with support for visual IVR, transcription engines, and speech-to-text.
Posted September 18, 2018
New capabilities bring artificial intelligence and machine learning to deliver and make sense of data. (Featured on DestinationCRM.com.)
Posted September 07, 2018
Instant CSAT allows organizations to gauge customer satisfaction instantly and non-intrusively.
Posted August 08, 2018
MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018
Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018
Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018
The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018
With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018
BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018
The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018
Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018
Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018
ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018
Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018
Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018
When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018
The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017
Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017
Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017
The NICE Satmetrix solution is a fully-integrated, self-service, analytics-driven voice of the customer offering. (Featured on DestinationCRM.com.)
Posted October 11, 2017
Enghouse's Survox acquisition broadens its portfolio of contact center solutions.
Posted September 08, 2017
A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017
Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017
Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017
Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017